The tasks, approvals and field edits of a process arrive in My work (menu My work, /workflow/work). This page is for agents who handle these steps every day: claiming, reassigning, putting on hold, failed automated calls. For the simple approval of a request by a manager, see "Track your requests".
The My work screen is open to every signed-in user: each one only sees the steps addressed to them (directly, through one of their groups or by delegation).
The My work list
The list shows the steps waiting for you: the Request, the Step, the Service, the Requester, the Currently assigned person, and the Opened on, Due and Last modified dates, and the Scheduled slot if there is one. A decision to take is marked Decision; a step received from an absent colleague shows Received by delegation from. Filter by Service and by Status (Open, Closed or Both). Handle opens the step.
When nothing is waiting, the list shows "No step is waiting for you.".
If you are also a service desk agent, the same steps appear in your ticket list (/tickets/list) with a Task or Approval badge, so you can handle everything from one list. Opened from that list, the step takes you back to it with the back arrow and once processed.
Take ownership, reassign, put on hold
At the top of the step, Assigned to shows the person or group that must handle it (everyone (no rule) if the process designates nobody). Three actions are offered to anyone who is part of that assignment:
- Take ownership: the step is assigned to you alone, instead of the group or the other recipients;
- Reassign: choose a user (To a user) or a group (Or to a group), then Confirm reassignment;
- Put on hold: the step leaves the active work lists without leaving the process. It cannot be handled until someone in the assignment clicks Resume.
If someone changed the assignment at the same time as you, the action is refused: reload the step and try again.
Schedule the step at a date
A task or a field edit can be scheduled on a time slot, for example an on-site visit planned on Thursday from 9 to 11 am. Anyone in the assignment clicks Schedule, enters the Start, the End and, if needed, a Comment (optional), then Confirm the schedule.
- Tick Send a calendar invitation to the assignees so that everyone receives an email with the appointment attached (Outlook, Gmail and other calendars can add it). The appointment reminds them 30 minutes before.
- Tick Also invite the requester so that the person who made the request also receives the appointment, with a link to their request. A new schedule updates it, a cancellation removes it.
- The step then shows "Scheduled from … to …" here, in My work, in the ticket list and in the request follow-up.
- Reschedule moves the slot: with the invitation ticked, the appointment already received is updated, without a duplicate.
- Cancel the schedule removes the slot; if an invitation was sent, its cancellation is sent too and the appointment disappears from calendars.
- If a calendar connector is configured, tick Create the event in the assignee's calendar: the appointment is written directly into their Outlook or Google calendar, updated at each reschedule and deleted on cancellation. See "Connect a calendar".
Scheduling blocks nothing: the step can still be handled before, during and after the slot, and its due date and reminders carry on. If the step is completed or the request canceled before the slot, the invitation is canceled and the event removed from calendars automatically. Times are those of your browser. A decision cannot be scheduled, and a step on hold must be resumed first.
Complete the step
The content depends on the step type:
- an Approval shows What the request says, then Your decision: Approve or Reject, with a Comment when the step requires one ("This step requires a comment."). If several validators vote, the page says that your vote alone does not settle it;
- a Field edit shows the Fields to fix, then Save and complete;
- a Task shows the step's form, if any, then Complete the step. With nothing to enter, the page says "Nothing to fill in: confirm the work is done.".
A step past its deadline says so at the top of the page ("This step is past its deadline:"). A step already handled, by you or someone else, opens the Step already processed page with a View the request link.
A failed automated call
When a call to an external service fails, an Outbound call failed step appears in My work, with the Third-party response. Two actions:
- Retry the call once the external service is back;
- Give up, saying why ("Why give up?"). If the process did not decide it in advance, choose End as failure or End as success.
The step does not offer to complete it normally: the process would continue as if the call had succeeded.
See also
- "Track your requests": the requests you filed and the approvals addressed to you.
- "Configure the elements of a process": recipients, deadlines and forms of steps.