Time management with SLA

With the objective of expanding controls and mainly providing managerial visions more directly on the application of process SLAs, the feature in question has received a package of improvements. From this version, the SLA column, present on the main screen of the workflow management, now provides a percentage view of the SLA status and additionally allows access to the absolute data corresponding to the level of SLA that is being applied, in addition to the elapsed and missing times.  

 

 

 

Likewise, these data can be accessed in the views of the executors, either in the listing of the tasks, activity data or in the Kanban itself, providing a faster decision making on the part of the executors as well, regarding the prioritization of tasks.

 

 

On the management side, a new vision was made available with the consolidated times by level of configured SLA, allowing a more careful evaluation while complying with the SLA's.

 

 

 

Customer as requester

In routine attendance of demands and/or occurrences where they involve an external customer/requester, they can now be better structured in SE Suite with the increase of the use of the figure of the requester in automated processes. From this version, the customers of the system can be used to indicate the figure of the applicant in the process.

 

 

E-mail import rules

In the routines of service processes, it is common the interaction with users/applicants by email, both regarding the opening of an occurrence/request, as well as in the treatment of actions during service. In this scenario, from this release, the feature that was available in SE Incident was also replicated to SE Workflow and will allow to automatically monitor/import emails into the instances generating events, so that from an email/interaction, an instance can be started, a history can be included or flow status can be changed from a pre-mapped action that will be performed.

 

RPA - Robotic Process Automation - Integration

Robotic Process Automation is a technology that allows you to create robots that perform user actions on your workstations. The robot interacts with several systems through the user interface for the purpose of performing repetitive operational tasks. Examples: Creation of new employees, postings of purchase/sale orders in ERPs, among others. With RPA you can work 24 hours a day, 7 days a week.

SE Suite allows you to create integrations with several RPA tools such as UIPath that allows you to create robots in a visual and intuitive way.

 

 

Optimization of automatic return to previous activity

Now when returning an activity using the return button in the task data the system cancels the activity and enables the previous one. With this change, it is now similar to the action of the manager when enabling the item and canceling the subsequent. With this, the use of the return value has become simpler and more efficient.

 

Event in history when editing/deleting comment

Now, a new event is included in the history when adding/deleting a comment. Thus, the audit of the comments is more accurate avoiding misinterpretation and mismatch of information, enabling a more assertive decision making.

 

Web Service to associate workflow instance

A new method (newAssocWorkflow) has been made available to create associations between instances. The method further considers whether the association should be blocking, allowing to stop the execution of the main instance while the associated workflow is not closed.

 

Web Service to add view permission to a user on the instance

A new method (newAccessView) has been made available to add view permissions to users in the instance. The web service receives a list of user IDs to add viewing permission. In this way, it is possible to dynamically and on demand to determine who can view the instance.

 

Allowing managers to associate/disassociate documents and Workflows in the instance

Now the process/instance manager can add/associate/disassociate documents and workflows. With this, the manager gains the flexibility to act in the instances associating workflows and documents in the instance data.