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Managing Tasks in Your Work Queue

How Work Queue is used

You use the Work Queue module to view and manage your assigned tasks or to add tasks as needed. Your business administrator predefines the tasks and action items available for assignment in the Work Queue module.

Using the Work Queue, you can:

Add tasks, such as automated batch processes, that are associated with only a user. You add these tasks directly from the Work Queue module without selecting a customer or credit request. How?
Add tasks associated with customers selected from the Customer Search screen, or from any screen that has information for the customer. How?
Add tasks associated with credit request transactions from either the Credit Request Search screen, or from any screen that has information for the credit request. How?
Add action items to tasks.
Change information for tasks or for action items.
Remove tasks or action items from the work queue.
Reassign tasks.

Access to unassigned tasks

Subscriber users and users associated with an internal source that has access to all customers can access any unassigned work queue tasks.

Users who are associated with an external source or with an internal source that does not have access to all customers can only access unassigned tasks that are associated with customer accounts that originated with their source organization.

About accessing another user's work queue

You can access another user's work queue if either of the following apply:

You are part of a business role that includes this capability. You can access the work queue for users who are assigned to this same business role.
You can access the work queue for any users for whom you are the primary or secondary manager, or if you are the manager for the user's primary or secondary manager.

About assigning tasks

You can assign tasks to yourself or another user if

you are assigned to the same Business role as the user and the Business role includes the capability to reassign work queue tasks
you are the user's primary or secondary manager
you are the manager for the user's primary or secondary managers

You can also add a task and assign it later. These tasks are Unassigned and can be located by selecting Unassigned from the User list on the Work Queue Search screen.

About removing tasks

You can remove tasks in either of these ways:

Changing the task's Status on the Work Queue Details screen to Complete. The task is automatically removed.
Selecting the task and using the Remove button at any time regardless of the task status. When you remove the task in this way, the task status is not updated to complete. The task is stored with the last status entered for the task.

When tasks or action items are removed, a history of the task or action item is stored in the database. From the Reports module, you can use work queue task information in reports, including any descriptive notes you enter for the task.

Working with automated tasks

When defining tasks your business administrator specifies whether the task is interactive or automated. An automated process performs an automated task that a user initiates by saving the task in the Work Queue. A user performs an interactive task using either eCredit features or outside of the eCredit application.

Automated tasks are associated with an automated process. Automated tasks are used when a work queue process requires both manual and automated tasks. Using Work Queue, you have the flexibility to add the automated task at the point in the workflow when the automation is required.

Some automated tasks have parameters defined for them. Parameters are data that the process uses when executing the task. For example, if you have an automated process to reassign credit requests, the process would have parameters for the current analysts, and for the analyst you want to reassign to. When you add an automated task that has parameters defined for it, you enter values for the parameters when you add the task. eCredit validates that you enter the correct data type for the parameter.

When you add an automated work queue task, saving the task initiates the automated process. Because the user who saves the task also initiates the process that accomplishes the task, there is no need to reassign an automated task. After you save an automated task, you cannot change any of the information for the task.

The status of an automated task is changed to complete when the process completes the task, but the task is not automatically removed from view. The completed task remains in the work queue, so you can view the status message generated by the process. After reviewing the results of the processing, you can remove the automated task.