Work Item

A work item is created for a pended record after the record is routed to a queue. The work item is the central entity in the Worklist framework and supports assignment, SLA tracking, escalation, hold management, feedback, and closure.

Work Item Data Model

The following table describes the data elements available on a work item.

Table 1. Work Item Fields

Field	Description
Status	Mandatory. Status of the work item. The initial status is Open.
Priority	Priority used to order work items. Work items with a higher priority are processed before work items with a lower priority.
Ind Hold	Mandatory. Indicates if the work item is currently on hold.
Ind Escalated	Mandatory. Indicates if the work item is escalated.
SLA Due Date and Time	Calculated date and time by which the work item is expected to be completed. The value is derived from the SLA settings in the queue configuration or from queue parameter dynamic logic.
SLA Risk Date and Time	Calculated date and time at which the work item is considered at risk. The value is derived from the SLA settings in the queue configuration or from queue parameter dynamic logic.
Global SLA Due Date and Time	Calculated date and time by which processing of the associated record is expected to be completed. The value is derived from the global SLA definition associated with the queue configuration.
Global SLA Risk Date and Time	Calculated date and time at which processing of the associated record is considered at risk. The value is derived from the global SLA definition associated with the queue configuration.
Primary Pend	Primary pend reason identified during queue resolution.
Queue	Queue configuration associated with the work item. A work item is associated with one queue.
Hold Type	Active hold type associated with the work item. This field is populated only when the work item is on hold.
Assigned To	User to whom the work item is currently assigned.
Assigned By	User who assigned the work item.
Assigned for Feedback	User from whom feedback is currently requested.
Dynamic Fields	Queue-specific dynamic field values set when the work item is created.

Work Item History

The work item history entity provides a complete audit trail of every status transition that occurs on a work item.

A new row is inserted whenever the work item status, assignment, escalation flag, hold flag, or feedback assignment changes.

The following section describes the available data elements on work item history.

Table 2. Work Item History Fields

Field	Description
Status	Status of the work item when the history row was created.
Ind Escalated	Escalation indicator (Y/N) when the history row was created.
Work Item	Work item associated with the history row.
Assigned To	User to whom the work item was assigned when the history row was created.
Assigned for Feedback	User from whom feedback was requested when the history row was created.

Work Item Hold History

Work item hold history records each period during which a work item is on hold. A new row is created each time a hold is placed on the work item.

A hold history row records:

• When the hold started

• When the hold ended

• Who placed the hold

• Who released the hold

• The applicable hold type

The hold end information remains empty while the hold is active.

The following section describes the available data elements on work item hold history.

Table 3. Work Item Hold History Fields

Field	Description
Hold Type	Hold type applied when the hold is placed.
Hold Start Date and Time	Date and time when the hold is placed on the work item.
Hold End Date and Time	Date and time when the hold is released. The value is empty while the hold remains active.
Held By	User who placed the work item on hold.
Released By	User who released the hold. The value is empty while the hold remains active.
Work Item History—Hold Applied	Reference to the work item history row associated with placement of the hold.
Work Item History—Hold Released	Reference to the work item history row associated with release of the hold. The value is empty while the hold remains active.

Work Item Hold Type

A work item hold type identifies the reason that a work item is placed on hold. Hold types support reporting, filtering, and differentiation of work items by hold reason.

The following section describes the available data elements on work item hold type.

Table 4. Work Item Hold Type Fields

Field	Description
Code	Unique code for the work item hold type. Acts as the primary identifier. Used when stamping a hold type onto a work item.
Desc	The description of the hold type.
Work Item	The current active hold type is stamped on the work item when a hold is placed.
Work Item Hold History	Each work item hold history row records which hold type was applied for that hold event.