My tasks
Introduction
My Tasks is where officers can see process tasks that are assigned to them. A task is a stage of a given process that is currently with them to resolve/complete.
Within My Tasks a user can see:
the processes assigned to them,
the step of the process they’re on,
who they’re for (which account they relate to),
the process specific category set (if one is set),
a form reference if the process was started from an online form,
when the process was started,
the last time some activity took place e.g. adding a note/document, and
when the process step is targeted for completion.
The user can search / filter the results by clicking on the 'Filter' option:
When Filter is clicked the user then has the ability to:
search by Account name/Form reference
filter by Process Type, Process Category, Step type
sort/order the results by:
Process name (ascending/descending order)
Step name (ascending/descending order)
Step start date (ascending/descending order)
Step target date (ascending/descending order)
Last activity date (ascending/descending order)
Working on tasks
When a user clicks on a task assigned to them they will see a minimum of three tabs. These tabs, that appear on all processes are Notes, Documents, Complete:
It is possible to have two further tabs, which are:
Fields and
Linked Processes
These tabs appear dynamically and so will only appear if they are present/relevant.
Plus, on the right one can see and edit the 'Category' of the process and any 'Linked accounts'. We will walk through these functions before walking through the functionality within each tab.
Process Categories
A category provides a way of adding a marker/status that is useful for internal work management. That is to say the status of a process itself is driven by the stages that comprise it.
Categories can allow the officers working on a process to know what they're doing or waiting for or be used as a marker relevant to the process in question. However, these can be whatever you like because the list of options for category are controllable by you.
Categories are set at process level and this ensures each process can have it own list of categories and that these do not end up being never ending lists. To add categories to a process you simply need to select the process from the list in the process set up area.
The following shows a process for a new claim with several categories set against it:
As you can see, some of these show status i.e. Pending - Documents Needed. Some show a marker e.g. Low Risk. Some show a combination i.e High Risk - Pending Evidence. The beauty of categories is that they can be whatever you want and therefore used how you want.
When a category is added is enabled by default, however you have the ability to disable it from view if it is subsequently not needed. You also have the ability to reword it:
Once set up these can be added within a process and this is shown in the top right of the screenshot below:
To update the category it is as simple as clicking on the grey pencil icon to the right of the word Category. When clicked the following slide out bar appears for the category to be selected:
The category is able to be seen in the high level 'My Tasks/Supervise Tasks screens'. Meaning it is possible to see the category of any processes outstanding without needing to open the case to drill down:
And it is also possible to filter processes by specific process categories using the filter function too:
Linked Accounts
At the most rudimentary level, the linked account (or accounts) illustrate to whom or what the process relates/belongs to.
Linked Accounts is a very import aspect of OpenProcess, as it is used to show linked processes but it is also used to provide the context for notifications.
Plus, where OpenProcess EDMS is licensed, it can be used for things like showing the council tax account, licence case reference, property reference which the process relates to.
Automated Linking
Some processes automatically have an account linked to them. These are:
Processes created as a result of an eDesigner form completed from OneVu and therefore the OneVu account information is linked to the process
Processes created as a result of council tax process orchestration forms e.g. Council Tax Direct Debit will automatically have the account number for the council tax account linked to it.
Linking Accounts
If a process is in progress and you wish to add/change/remove a linked account this is easily done.
Adding a linked account
To add a linked account one simply needs to click on the the pencil icon adjacent to the text 'Linked accounts' as shown in the screenshot below:
When this is clicked a slide out panel appears with the available account types that the process can be linked to.
The slide out panel with various account types:
When the account type is clicked, context specific search criteria appear. For example with OneVu, a person can search using:
Email
Phone number
Forename
Surname
When the search is pressed, results from the account search are returned. To link to a chosen account it is simply a case of clicking the small green toggle to the right of the account desired;
Linking multiple accounts
It is possible to link many people and accounts to a process. Therefore it is possible, say with a pothole report to link many people to the same process and they all get updates when progress takes place on that progress.
Moreover, where the OpenProcess EDMS functionality is licensed, and multiple account types exist, it will actually be commonplace to link multiple 'accounts' to a process. For example,
Removing a linked account
To remove a linked account it is as simple as clicking the cross on the top right hand side of an account.
The act of doing this will score out the first line of the account and the cross will become a rewind circular arrow as shown below. This means that it is possible to undo this if it was done accidentally - shown below:
Tabs
We will walk through the functionality of each tab now.
Fields
The Fields tab, is dynamically created, dependant upon:
a) Whether the process was passed fields from an online form
b) Whether data was added using the mandatory fields functionality
The Fields tab typically presents data that was captured from an online form. E.g. the following shows the Fields tab with data populated as a result of a Fly Tipping online form:
For details on how to populate fields into this tab from an eDesigner form go here:
Where OpenProcess Flex is licensed, you can also:
Use fields to drive conditional logic in a workflow
Make it so mandatory fields need to be added before a process step can be completed (and these can also be used in conditional rules)
You can read more about conditional logic here:
Process BranchesAnd mandatory fields here:
Choice FieldsNotes
As one might expect, the notes tab contains notes recorded about a specific process.
But Notes is more than just a notes function. It can be used to request information from citizens and they, citizens, can even update the notes area with responses to such requests.
From a basic perspective there are three types of notepad entry:
Standard notepad entries that council officers and citizens can both see:
Private notes that only council officers can see:
Notes that have been added by the citizen
We can see the above note was added via OneVu below:
Notifications as a result of notes
Notes are more than just notes in OpenProcess.
When notes intended for citizens are added, they automatically trigger notifications to the citizen.
These notifications are automatic and the format they are sent in dictated by a customer's preference in OneVu. That is to say customers will be sent a notification that a note has been added to their OneVu account in one of the following formats:
Email
SMS
WhatsApp
Facebook Messenger
An example email sent when a note is added is shown below:
Where the note is added and the person's preference is a messaging service like SMS or WhatsApp, the actual body of the note is presented into the message itself:
Responding to notes
There are two mechanisms by which a citizen can respond to a note i.e. where that note is asking for more information/requesting something.
Via the Track My Requests > Notes function in OneVu - read more below:
2. By simply responding to the message if they've been sent a SMS or Facebook Messenger message
When these notes are added, they are instantly added to the Notes timeline:
Plus, when a note is added to a process by a citizen, the officer working on that case is, in turn, automatically notified of this by email and the email includes contextual information to enable them to understand the case that's been updated:
Documents
The Documents tab is where one can:
a) view documents already present on the process
b) attach a document (i.e. upload one)
c) create a document from a document template*
* This functionality is only available where OpenProcess - EDMS is licensed.
Viewing existing documents
If a Document is present it will be shown as follows:
To view the document one needs to click the download icon (on the right hand side of the document 'tile' there are three icons), which is the first of the three icons. When this is clicked the download arrow icon changes to be an 'eye' icon i.e. to view it:
When you click this the document will open/download depending upon its type and the default option on the device for that file type.
The 'Edit' icon, represented by a pencil on a square icon enables you to control the visibility of that document to other processes that are linked to the same account i.e. person.
Adding documents
When you need to upload documents, click on the 'Attach a Document' button and the following UI will slide in from the right:
The user can click 'Browse' to find a file on their device/network, set its visibility and, if the OpenProcess EDMS functionality is licensed, it is possible to set the 'Document type too.
Notifications as a result of Documents
Similar to notes, when Documents are added to a process by council officers, citizens will be sent a notification letting them know that this has happened.
And where a citizen adds a document to their process in OneVu's Track My REquests, the officer working on their process will be sent a notif
Create a Document
If the OpenProcess EDMS functionality is licensed, it is possible to 'Create a Document' using the respective button.
Note the Create a Document button will therefore only be visible if the OpenProcess EDMS functionality is licensed.
You can read more about Document Templates and creating document here:
Linked Processes
It is useful to be able to see other, linked processes that a customer has outstanding. Particularly, if they are within the same department.
Essentially, where a process has the same 'Linked account', the process becomes 'Linked'. This means that one can quickly and easily see the processes related to the same account (typically person) as one that is open.
Plus, one can click on these and jump straight to them.
One can only jump / access processes that they have permission to access.
Complete
This tab is where officers can complete the step of the process that the process is currently on.
Completing a step is as simple as clicking the 'Yes - Complete' button:
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