1

Expedited

Calculates

target dates based on expedited SLA

timings to move the WI through the process

within a shorter time frame.

To set the expedited escalation method, perform the following action:

• From Expedited, select:
  - No to disable calculating the target dates based on expedited SLA timings.
  - Yes to enable calculating the target dates based on expedited SLA timings.
  

Image Added

_{Defining the Expedited escalation method}

2

Priority

Moves a WI to the front of all other non-priority WIs for

faster processing time.

To set the priority, perform the following action:

• From Priority Level, select the preferred priority for the WI.

Image Added

_{Defining the priority level}

1

Priority 1

Reserved for escalation of individual WI.

The escalation of individual WI:

• Allows the individual WI floating to the top of everyone's list to be worked "ASAP."

• Is not assigned by a skill. Assigned to individual work items using the Is Priority field.

2

Unique Skills

Exist for WIs with the established bottlenecks in the skilled resources.

There are the following prerequisites:

• Only specific users are authorized to approve a WI of a certain amount.

• Only

• specific users are authorized to perform the task such as check writing.

3

Rare Skills

These should be for skills that are out of norm or temporarily scarce.

Examples of rare skills include:

• New product launch where only a few specialists may have the appropriate knowledge.

• Struggle

• Items with heightened supervision or sensitivity.

• Windfall transactions.

4

Uncommon Skills

Used for the time-sensitive items or items of importance.

Example skills include:

• Higher value transactions.

• Primary skill of a user with

• a limited workflow. Ability to do common skills when primary work is exhausted.

5

Common Skills

Baseline priority

The common skills make up the vast majority of your skills.

130049

Expedited

Boolean

If the field is set to

:

• Yes. The field will use the Expedited SLA values found in the skills domain.

• No. The filed will disable the Expedited SLA values found in the skills domain.

Image Added

_{Work Items domain}

130048

Is Priority

Boolean

• If the field is set to Yes, it will assign

• WI.Priority = 1 and prevent skills from changing.

• If the field is set to

• No, it will set

• WI.Priority = 5 by default

42401

Priority Level

Existing

Is uneditable by a user via UI from the client’s side (except Docupace admins). This field defines the WI priority and is part of the Get

from Pool logic.

120008

SLA Start Time

Existing

This is a standard functionality that is set by a transition in the workflow. This field calculates the Work Item SLA Due Date.

120015

SLA Due Date

Existing

Work Item Due Date for completion through the workflow.

It is used for reporting and tracking

purposes only.

120010 

Task Due Time

Existing

Is calculated each time the WI enters a new task node. It is used for reporting and tracking purposes only.

120014 

Task Target Start Time

Existing

Is calculated each time the WI enters a new task node. This field defines the conjunction with priority and is part of the Get from Pool logic.

69001

Skills

Existing

Is a system of calculations. This matches data elements of WI to fields in the Skill domain. Once the data elements are matched, an appropriate skill is assigned to the WI.

69002

Suitable Skills

Troubleshooting

This field indicates all skills that have matched the current WI. The highest-ranked skill is assigned to the appropriate WI.

130103

With Money

Boolean

The field can be set to Yes with an action on the workflow when a check or other money is attached to the WI. This field can be used to assign different skills or SLA’s to the WI.

100201

Name

STRING

True - Unique

Unique name of a Skill that will be used to select the skill assigned to a user via User Access. For more information, view Move User Access/User Preferences to User Settings.

Image Added

_{Skills domain}

Image Added

_{Request Type field in the Skills domain}

23001

Workflow

REFERENCE (230 - Workflows)

True

Defines the workflow skills that should be applied.

42001

Request Type

REFERENCE (420 - Request Types)

True

Defines

skills that

must apply to the Request Type.

100297

Node Name

STRING

True

Defines the task node skills that should be applied. Task node dedicates how the WI is processed.

69101

Skill Rarity

REFERENCE (841 - Skill Rarity)

True

Deals with bottleneck skills and

assigns a WI to users that may have rare (specialized) skills

. Rare-skilled WI will be delivered to a user with that rare skill before the common-skill WI.

110102

Skill Rank

NUMBER(38)

-

Applies a skill with the highest

“Skill Rank” to a WI when there are multiple suitable skills for

the WI

.

110404

Work Item Hours Due

NUMBER(38)

-

SLA field - number of business hours to complete all the WI tasks

.

110406

Work Item Hours Due Expedited

NUMBER(38)

-

SLA field - expedited number of business hours to complete all the WI tasks

.

120204

SLA Same Day

TIME

-

SLA field - ignores Work Item Hours Due and Task Due times. The SLA field also sets SLA due to the same day at the specified time. If SLA Same Day is set to 3PM, then any work item created before 3PM, will have a due date of 3PM the same day. After 3PM, SLA is set to 3PM the next business day.

Varies

Additional Product Fields for Skill Matching

-

-

Default Product Fields that will be included for all clients. These fields are used for defining a skill in addition to the Request type, such as Product Type, Internal Replacement, Anticipated Premium Minimum, or others).

+++

Docupace Client Defined Fields for Skill

-

-

Additional fields for defining skill records that are added by Docupace Clients.

100001

Name

STRING(50)

-

Image Added

_{Skill Rarity domain}

110102

Priority

Number(38)

69001

Skills

REFERENCE (840 - Skills)

This field

narrows down the type of work items a user will pull from the Get

from Pool button.

Image Added

_{Skills section in the User Access domain}

120101

Holiday Date

DATE

Date of the holiday.

Image Added

_{Holidays domain}

120202

Start Business Time

Time

-

120203

End Business Time

Time

-

100201

Name of Holiday

String(254)

-

110183

Number of Business Hours

Number(38)

This value is calculated by the system in the following way:
End Business Time minus Start Business Time.

130094

Falls on the weekend

Boolean

Calculated by the system using Holiday Date.