Worklists

Who:	All Users (depending on role)
Why:	Understanding the Worklist

Overview 

N1 - If you select Worklist > All on the LPG menu, the list of all actionable work is displayed on the My Worklist – Summary screen. The displayed work categories (Matters, Orders, Quotes, Invoices etc.) are dependent on the roles that you have.  

NOTE: Only work (Matters, Orders, Quotes, Invoices, Contracts) allocated to the Workgroup(s) to which you belong will be available in your Worklist.

Procedure 

 

1. On the LPG menu, select Worklist > All.  

The My Worklist Summary screen appears.  

Up to eight sections may be displayed on your My Worklist Summary, depending on the roles assigned to your profile.  These sections are: 

• Matters - Matters that may need to be actioned by you 
• Service Request - Service Requests (requests from Providers for new service order to be created) that may need to be actioned by you 
• Orders - Orders (Deliverable or Engagement) and any associated claims that may need to be actioned by you 
• Quotes - Quotes that may need to actioned by you 
• Invoices - Invoices that may need to be actioned by you 
• Incidents - Incidents that may need to be actioned by you 
• Contracts - Contracts and compliance requirements that may need to be actioned by you 
• Admin - Notices that you may need to read 

Within each section, there may be multiple worklists representing difference stages that the events in that section may pass through.  All of these events require some action by you or other members of your workgroup(s).  The action may be to provide more information or to verify or approve information uploaded by the provider. 

 

A count is displayed against each worklist identifying the number of discrete items in that list requiring action. 

 

NOTE:  Only those items that may be actioned by you, or members of your workgroup, are displayed on your worklist.

2. Clicking on any worklist item on the summary screen opens the worklist and displays the individual items requiring action.  In the example below, we opened the worklist Orders Requiring Dispatch.  In this list, there are four orders that can be actioned by the logged-in user. 

 

 

• N1 - The Job Originator Name column shows which member of the Workgroup is allocated to the Order. If there is no name in this column, the order is not currently being managed by anyone. 
• N2 - If the Order hasn’t been allocated yet, the Job Originator Name column is blank and the Acquire button is visible. Click the Acquire button to allocate the work (Order) to yourself. 
• N3 - If the work (Order) is already allocated to you, your name appears in the Job Originator Name column and the Action button allows you to continue the work. 
• N4 - If the work (Order) is already allocated to you, the Release button allows you to “let go of” the work (Order) so another Workgroup member can acquire it (the Acquire button appears). 
• N5 - If the work (Order) is allocated to a different Workgroup member, clicking the Takeover button lets you reallocate the work (Order) to yourself. NOTE: This action is only available to persons who have been designated the role of supervisor in the Workgroup. 

 

 These “Action” buttons appear next to work items in various situations. Examples include:

• N2 - The list of Orders associated with a Matter; 
• N3 – the results list after performing a search using MyWork.   

 

NOTE: Orders that are being actioned by the Provider do not appear on theWorklist -> Allworklists.  They can be accessed using theWorklist>Viewablemenu option(N4) or byselecting the Viewable option when performing a search inMyWork(N5).    You cannot action the work while it is with theProvider (no “Action” buttons are displayed). The only exceptions that apply is the Recall function which allows you to bring the work back from theProviderto the Customer side.

 

NOTE: You cannot action an Order if you use the Find Order function (N6) or click the Order ID (N7) to open an Order screen. This opens the View Order screen. There are very limited actions available from the View Order screen.

 

Flags & icons 

Orders in worklists may have flags (N1) and icons (N2) displayed against them.  

 

The Priority flag identifies the urgency of the order.  Urgent orders may have tighter schedules and stricter SLAs associated with them.  Within the LPG, orders default to a standard priority.  

The SLA icon only appears on worklist where there are Service Legal Agreements (SLAs) about response times.  These icons provide visual warning of SLA breaches.   

 

If there is an SLA column on the worklist but no SLA icons are displayed, then all work in the worklist can be completed on time.  If a yellow warning icon is displayed, actioning of this item is now urgent and should be addressed as there is risk of the SLA being breached.  A red iconidentifies those orders where a breach has occurred.  Worklists can be sorted by Priority and by SLA.