Unifii’s Workload Management app helps operational teams to effectively manage and progress cases from submission through to fulfilment, using an automated workflow. The solution is extensible for any business department, back office function or team to take unstructured processes and put them into a coherent, ordered way of working. This application targets processes outside the scope of the standard ITSM and CSM processes
Example use cases for this app include:
- Unstructured email requests for data fixes are placed into structured data quality case enabling teams to document where the data quality issue is and the needed correction
- Finance departments receiving and processing supplier onboarding requests or queries on invoices for accounts payable
- Legal departments being asked to review contracts or NDAs with customers and suppliers
The app adds value to your business in providing automation, heightened transparency, and more consistent management of your cases. This will drive a company-wide increase in productivity and improved communication between front and back office teams.
This app is aimed to work for any business, big or small, who are struggling with unstructured processes.
The Workload Management application enables the full process to support the lifecycle of queries and issues operational business teams face, from submission to completion. This application targets processes outside the scope of the standard ITSM and CSM processes. The process is supported by a knowledge base to ensure accurate and effective business solutions. The application also features a dedicated service portal and service catalog for users to easily submit requests to business teams.
The application is made up of the following capabilities:
- Workload Management - Allows the management and completed of End User requests and queries in a structured manner. Items and Tasks are created against different workload item types which follow a defined lifecycle to complete the item
- Automated assignment - Item assignment to automatically route items and tasks to the most appropriate teams to provide resolution
- Dynamic Data Model - Workflow and process flexibility by data driving the ability to generate approvals and tasks depending on the workload type selected
- Workload Service Portal and Knowledge base – A front-end portal for users to submit and track workload items. This portal includes a knowledge base to support End User queries
- Security Model - Role and Service based security model which only allows Users to view the authorised workload item types based on the configured definitions
- Federated Management - Delegated management to business teams to avoid the need for existing platform management teams to provide ongoing maintenance
v1.0.10
- Ability to flag global categories
- Request filter for displaying workload items on Employee Center
- Fix for missing reports on Dashboards
- Relabelling for group type
v1.0.9
- Enhancements to notifications
- Enhancements to Process handlers and visibility rules
- Enhancements to Approval and Task definitions
- Resultion to reporting ACL issue identified in Vancouver
- Introduction of Guided setup
V1.0.8 - Patch to resolve the following bugs:
- Issues when approving records via the Portal
- Missing scroll bar on the Portal
- Styling issue on the sc_cat_item page
- Additional role "elevated_admin" and process handler layer added for elevated security
- Fix to empty assigned to when assignment group changes
- Override itil reference qualifiers for assigned to
- Rejected comments copy through to closure notes
- Approval comments copy through to workload item comments
- Update to notification conditions to trigger at correct times
- Fix for approvals to take into account condition of approval definitions
- New tasks correctly display closed tasks in order summary
- Automated codes now apply in order preference
V1.0.6 - Minor Patch to resolve the following bugs:
- Resolution in flow handling closure under the following scenarios:
- Only approvals linked to the workload item
- Task then approval linked to the workload item
- Resolution of Reworked incomplete closure of tasks to be handled by flow instead of business rules
- Deactivated incorrect priority lookup records
V1.0.4 - The following Enhancements and Defects have been completed as part of this release:
Enhancements:
- Rebranding of the application to Workload Management
- Added formatter to capture information submitted from the record producers
- Added comment cascading between Workload Item and Workload Task
- Created Workload Management Workspace
- Added ability to extend Workload Task
Defect Fixes:
- Fixed access issues for admin role
- Captured Workload Item record producer into correct service catalog and category
- Recaptured dashboard layout due to layout not porting across correctly
- Recaptured flow due to trigger not porting across correctly
- Captured logo attachment for notifications
None.