Setting Up and Using Worklists

This chapter provides an overview of PeopleSoft Customer Relationship Management (CRM) worklists and discusses how to:

Define worklists.
Work with PeopleSoft CRM worklists.
Reassign worklist entries.

Understanding Worklists

This section discusses:

Individual and group worklists.
Worklist transaction types.
Worklist operations.
Worklists and queues.

Individual and Group Worklists

Worklists function like an email inbox whose contents are stored in the PeopleSoft database. Worklists have features that enable users to perform work-related tasks such as marking a task as complete or reassigning the task.

Worklists are associated with user IDs (user profiles); they are available only to users with security access to (and a way to navigate to) the Worklist page.

Individual worklists are automatically generated for users that are created in the CRM system, and users can also be members of group worklists that you define. On the Worklist page, users can choose whether to view entries on their personal worklists, on specific group worklists to which users belong, on all group worklists to which users belong, or on all worklists, both personal and group. Managers (as determined by the Supervisor ID field in the Worker component) can also view their employees' worklists.

In task management, worklist notifications are always addressed to individuals who are assigned to the tasks. The concept of group worklists doesn't apply.

Group worklists do not distinguish entries by specific group members. Instead, they are typically used as a holding area for work requests that are not yet assigned to an individual group member.

If multiple members use the group worklist simultaneously, a change from one member can override the other's. Refresh the Group Worklist page frequently to ensure that the most current information appears.

In the call center applications (PeopleSoft Support, HelpDesk, and HelpDesk for Human Resources) and in PeopleSoft Integrated FieldService, notifications are sent to provider groups, groups of workers to whom work can be assigned. Provider group definitions include an association with a group worklist. Depending on the provider group definition, worklist notifications (manual and automatic) that are sent to the provider group are either sent to the group worklist or broadcast to each member's individual worklist. Similar to PeopleSoft Sales, you can set up sales teams to which notifications can be addressed. When you add team members to a sales team, you can also create a group worklist for it so that all team members have access to worklist notifications that are delivered to the sales team worklist.

See Also

Defining Provider Groups

Setting Up Sales Teams

Worklist Transaction Types

You categorize worklist entries according to their sources, which are the transactions where the entries originate. For example, an entry that originates from a service order is categorized separately from an entry that originates from a support case. Manual notifications (those sent from the Send Notification page) belong in a single category, regardless of the component from which the notification is sent.

On the Worklist page, you can view all categories together, or filter entries so that you see only one type. When you view all entries together, you see only data that applies to all types of entries, such as a link to the underlying object or the type of entry and the worklist where it resides. When you view a single type of entry, the worklist displays additional data that is specific to the transaction. For example:

When viewing the worklist for manual notifications, the notification priority appears in the Priority field.
When viewing a call center worklist, the Case Priority and Product ID columns appear.

The following table lists the various worklist-specific transactions. The names that are in the first column are the values that appear in the Transaction drop-down list box on the Worklist page:

Worklist Name	Functional Area	How Notifications Get There
Action_Request Action_Request_CC	Various.	Users manually create a notification on the Send Notification page. Manual notifications have both To and Cc recipients; different worklists are used accordingly.
Business_Proj_Worklist_Routing Task_Worklist_Routing	Business projects.	Business projects carry out an associated workflow action.
Call Center Worklist Issue Worklist	Cases in PeopleSoft Support.	The Active Analytics Framework (AAF) carries out a workflow action for support cases. Issues are the Financial Services industry and the Insurance industry versions of support cases.
Call Center Help Desk Worklist	Cases in PeopleSoft HelpDesk and PeopleSoft HelpDesk for Human Resources.	The AAF carries out a workflow action for help desk cases. Note. Users cannot see summaries or details for a secure human resources help desk case unless they belong to the provider group that is assigned to the case.
Campaign Content Task Worklist Campaign Content Worklist Campaign List Worklist Campaign Offer Worklist Campaign Task Worklist Campaign Worklist	Marketing.	The AAF carries out a workflow action for campaigns.
Contact Us Worklist	Contact Us self-service.	Users submit information on the Contact Us self-service page, thereby triggering the workflow action that is associated with the selected subject and topic.
Corresp Mgmt Worklist (correspondence management worklist)	Correspondence requests submitted from any context.	The process that delivers correspondence (based on a correspondence request) creates the worklist entries if it's so configured.
Defect Worklist	Quality defects.	The AAF carries out a workflow action for defects.
ERMS Alert Worklist ERMS Worklist	Email response management system (ERMS).	Entries on the ERMS worklist are triggered by email routing and assignment. Entries on the ERMS Alert worklist are triggered by the Email Alert processes.
OrderCaptureWorklist	Order capture.	Certain order-related business projects (those that are used for order maintenance) carry out workflow actions.
PROSPECT_EMAIL PROSPECT_MAIL PROSPECT_ORDER_CAPTURE PROSPECT_SALE	Telemarketing.	Telemarketing PeopleCode triggers notifications for certain call outcomes. Each worklist is associated with a different type of follow-up requirement: PROSPECT_EMAIL: Send collateral by email. PROSPECT_MAIL: Send collateral by mail. PROSPECT_ORDER_CAPTURE: Capture an order. PROSPECT_SALE: Follow up with a prospect who wants to make a purchase.
RMA Worklist	Return material authorizations (RMAs).	RMA PeopleCode carries out a workflow action.
Sales Lead Worklist Sales Opportunity Worklist	Sales.	The AAF carries out a workflow action for leads or opportunities.
Service Order Worklist	Service orders.	The AAF carries out a workflow action for service orders.
Task Worklist	Task management.	Task management PeopleCode reads from the RB_TSK_WL_VW view and populates the task worklist.

Select All Transactions from the Transaction drop-down list box to see all types of worklist entries pertaining to the selected worklist or worklists.

See Also

Setting Up PeopleSoft CRM Workflow

Active Analytics Framework Overview

Defining System Settings for Template-Based Correspondence

Worklists and Queues

Worklist Operations

Sometimes the entries that are in a worklist represent work that needs to be done. Sometimes they are simply informational notifications. As you review the entries in a selected worklist, you can:

Access the page where the worklist entry originates.
Mark the worklist entry complete or worked.

For ERMS worklist entries, entries that correspond to actual email assignments are marked complete automatically if email owners finish the assignments in the email workspace.
Reassign the entry to another group or personal worklist.
Accept the worklist entry (specific to ERMS worklist entries).

Important! You cannot perform the complete, reassign or accept action on any worklist item if the Transaction field value is set to all transactions. You must select a specific transaction, for example, task worklist or ERMS worklist, to be able to take actions on selected items.

In PeopleSoft Support and HelpDesk, when you reassign or close a case, the existing worklist entry for the case is removed from the worklist of the assigned agent (prior to the change) through AAF. When you reassign a case to another agent (either from the case itself or the worklist) and save, it triggers the evaluation of a system-delivered policy that is written based on this condition (case reassignment) and context (support or helpdesk case). If the condition is evaluated to true, the system removes the worklist entry for that case from the old assignee's worklist and sends a worklist entry about the case to the new assignee's worklist. Similarly, if you assign a case to an agent of the provider group that is defined in the case, the system removes the worklist entry from the provider group worklist and sends one to the assignee's personal worklist.

When a case is closed, all worklist entries pertinent to it are removed.

Worklists and Queues

If you license PeopleSoft Multichannel Communications, which provides ERMS and chat capabilities, there are additional considerations for worklists.

Queues

Queues are a variation on worklists that are used by PeopleSoft Multichannel Communications. Unlike worklists, which require users to pull work assignments from the list, queues push assignments to users using the MultiChannel Console. The PeopleTools Multichannel Framework (MCF) manages work requests that are sent to queues, scanning all agents who are logged on to a queue, and routing work only to agents whose skill level is appropriate and whose current multichannel activities (open email and chat sessions) fall below a specified threshold.

Queues are required if you use the chat capabilities of PeopleSoft Multichannel Communications; queues are optional when you use ERMS.

PeopleTools provides components to set up queues and the agents who belong to them, but you can also use PeopleSoft CRM group worklists to automatically create queues and agents. A setting on the group worklist definition tells the system that the worklist is to be considered a queue. This setting causes the system to create a queue definition and to create agent definitions for each member of the group worklist. Required queue and agent fields are set based on system defaults that you specify, and the group worklist page provides links to the full-featured Queue and Agent components , so that you can refine the automatically generated queue and agent definitions.

ERMS Transactions

There are two types of ERMS worklist entries:

True ERMS worklist entries represent email assignments.

When this type of entry appears on a worklist, it is the responsibility of the user or users who can access the worklist to accept and work on that email, close it, and remove it from the worklist. Reassigning an ERMS worklist entry to another worklist changes the assignment information that is on the underlying email. Specifically, if you route an unassigned email (on the Worklist page) to a group worklist that enables the autoaccept option, the email is automatically assigned to you when you're a member of the target group worklist and the email is not in the closed status.
Email alerts.

An email alert entry notifies the recipient that an email is not closed within the warning and final notification time periods that are associated with the email's mailbox or current group worklist.

These worklist entries are like non-ERMS entries; they are simply notifications with information about the specific time when the notification is sent. To differentiate email alert entries, the system appends a single exclamation point icon to internal email alert entries (warning), and a double exclamation pint icon to external alerts (final notification) on the worklist grid.

Because of the close relationship between true ERMS worklist entries and the underlying email, working with ERMS worklist entries is somewhat different from working with other types of entries:

An additional action, accepting selected worklist entries, is available for ERMS entries (that is, inbound emails) in group worklists.

When a user accepts an ERMS entry, the system automatically moves the worklist entry from the group worklist to the user's individual worklist. At the same time, the system assigns the underlying email to the user.
Even when an email is moved from a group worklist to an individual worklist, the system keeps track of the group worklist from which it came.

The system uses this information to send group worklist level email alerts if applicable.
Certain privileged users (the group worklist owner and the owner of the email's group mailbox) are permitted to take ownership of any email that is already assigned to another individual. Users can take ownership of any email that is assigned to a member of the same group.
You can route an ERMS entry to a group worklist, or personal worklist (after a group worklist is specified).
When an ERMS entry is reassigned, the system updates the email's routing history.
You cannot mark the ERMS worklist entry complete unless the underlying email has a status of closed.

See Also

Enterprise PeopleTools 8.45 PeopleBook: PeopleSoft MultiChannel Framework

Understanding ERMS

Defining Worklists

To define worklists, use the Defaults, Worklist Grids, Groups components.

This section lists prerequisites and discusses how to:

Define personal worklists.
Define symbolic IDs for group worklists.
Define group worklists.
Review worklist transaction types.

Prerequisites

If you use ERMS and take advantage of the Group Worklist page to define queues and agents for the MultiChannel Console, you must set the queue and agent defaults on the System Installations page of ERMS before you set up the queues.

Defining System Settings for Email Processing

Pages Used to Define Worklists

Page Name	Object Name	Navigation	Usage
CRM Workflow Default	RB_WF_DEFAULTS	Set Up CRM, Common Definitions, Workflow, Defaults, CRM Workflow Default	Define symbolic IDs for all PeopleSoft CRM group worklists.
Group Worklist	RB_WF_WL_GRP	Set Up CRM, Common Definitions, Workflow, Groups, Group Worklist	Define group worklists with notification and queue settings, and identify group members who are permitted to access them.
Worklist Grid	RB_WL_GRID_DFN	Set Up CRM, Common Definitions, Workflow, Workflow Grids, Workflow Grid	Review system-delivered worklist transaction types. Do not modify any data except the short name for the transaction type.

Defining Personal Worklists

The system generates a personal worklist for any user that you define. No additional setup is necessary.

See Enterprise PeopleTools 8.45 PeopleBook: PeopleTools Security

Defining Symbolic IDs for Group Worklists

Access the CRM Workflow Default page.

Symbolic ID

Enter a symbolic ID to associate with the user ID that is created for each group worklist that you define. Group worklists are associated with a behind-the-scenes user ID, and each user ID must have a symbolic ID.

Note. The other elements that are on the CRM Workflow Defaults page are not used when defining group worklists.

Defining Group Worklists

Access the Group Worklist page.

Description

Enter a description, which appears in the Worklist drop-down list box that you use to filter entries on the Worklist page.

Email Response Setting

Use the fields in this group box only if you use PeopleSoft Multichannel Communications' ERMS or chat feature.

Warning Notification, Final Notification, and Unit of Time	Enter the time after which the system sends notifications if an inbound email that is sent to this worklist is not yet closed. These notifications are sent to the worklist owner. The available units of time for this time period are Minutes, Hours, and Days. Notification deadlines are measured from the time that the email arrives in this worklist. If the email is routed to a different group worklist and then back to this group worklist, the notifications are based on the most recent arrival time. Assignment to an individual worklist does not affect the deadlines. The final notification time is the deadline for responding to and closing the email. The warning notification alerts the mailbox owner or the group owner that the organization is at risk for missing the deadline. Therefore, the warning notification time is shorter than the final notification time. The time period is calculated using a 24-hour clock, without regard to the organization's business hours.
Group Worklist is ERMS Queue (group worklist is email response management system queue)	Select to enable the system to create or update a PeopleTools MCF queue that corresponds to this worklist. The queue can be used by either the ERMS or chat feature of PeopleSoft Multichannel Communications. The first time that you save a worklist where this check box is selected, the system creates a queue using the name that you enter in the Queue Name field on this page and the default realtime event notification (REN) server that you specify on the System Installations page. At save time, the system also creates PeopleTools MCF agent definitions for each user who is in the Group Members grid on this page. The agents become members of the newly created queue automatically. The agents' maximum workload and skill level come from the default values that you enter on the ERMS System Installations page. Subsequent saves create agents and remove agents from the queue as necessary to keep the queue definition synchronized with the worklist definition. If you clear this check box, a system message appears and asks whether you want to remove agents from the queue. Select yes to disassociate agents from the queue; select no to leave the current association intact.
Auto Accept	Select to automatically assign inbound emails to users who first navigate to the emails that are routed to groups of which users are members. To reject the assignment, a user must requeue the email to the same group worklist or route the email to another group worklist. Queues require agents to accept the work that they pick up from the queue. Therefore, if the Group Worklist is ERMS Queue check box is selected, the system selects the Auto Accept check box automatically and makes it read-only.
Queue Name	Enter a queue name. When the system creates a PeopleTools MCF queue based on a worklist definition, the queue name comes from this field. (Also, the first 30 characters of the worklist description are saved to the queue description field.) The default value is the worklist name, but worklist names longer than 15 characters are truncated to accommodate the field size for PeopleTools MCF queue names. To ensure that every group worklist definition is associated with a different queue, the system validates that the queue name is unique.

Group Members

User ID

Enter user IDs for each individual user that is permitted to access this group worklist. The Description column displays each user's name.

If this worklist is associated with a provider group, remember to update the group worklist definition when the provider group membership changes.

Group Owner

Select this check box for exactly one group member. The selected member is the person with overall responsibility for ERMS entries in the worklist. The system sends this person notifications for each email that is not closed within the warning and final notification time frames for this worklist. The worklist owner can take ownership of any assigned email in this worklist.

Multichannel Communications Links

Use the links on the Group Worklist page only if the Group Worklist is ERMS Queue check box is selected.

Queue Setup	Click to access the queue definition for the current worklist. Use the Queue component to define settings that are beyond the basic default values that the system enters when it creates a new queue based on a PeopleSoft CRM group worklist.
Agent Setup	Click to access the Agent component, where you can define agent profile settings beyond the basic default values that the system enters when it creates agent definitions based on a PeopleSoft CRM group worklist.
Return to Mailbox/Worklist Association Details	Click to return to the Associate Worklist page. This link appears only if you are transferred to Group Worklist page from the Associate Rules and Worklist page of the Mailbox Details component.

Applying Content-Based Routing Rules to a Mailbox

Defining Provider Groups

Reviewing Worklist Transaction Types

Access the Worklist Grid page.

Worklist Name

Displays the worklist name, which is the value that users see in the Transactions drop-down list box on the Worklist page. Each worklist grid represents a category of worklist transactions.

Short Name

Displays the short name, which is the value that users see in the Type column of the main grid on the Worklist page.

Worklist Record Name

Displays the record or view for the worklist entries that belong to this worklist.

Note. Do not modify this value.

Warning Multiple Reassignment

Select to allow the system to display warning messages when multiple users attempt to reassign the same ERMS worklist entry from the group worklist.

Working with PeopleSoft CRM Worklists

This section discusses how to work with PeopleSoft CRM worklists.

Page Used to Work with PeopleSoft CRM Worklists

Page Name	Object Name	Navigation	Usage
Worklist	RB_WF_WORKLISTS	Worklist, My Worklist, Worklist	Review, open, and reassign entries that are sent to you, other workers that you supervise, or groups that you belong to.

Working with the PeopleSoft CRM Worklist

Access the Worklist page.

The Worklist page provides a view that displays all the worklist entries pertaining to the sign-in user. Users can filter the view by their personal worklists, any or all group worklists that they associate with, and all worklists.

The Worklist link in the PeopleSoft portal header region accesses the PeopleTools worklist, not the PeopleSoft CRM worklist. Although both worklist pages display data from the same records, the PeopleSoft CRM worklist displays more information about each entry and is therefore preferred. To avoid user confusion between the two worklists, you can set up security so that users do not have permissions for the WORKLIST component. This means that the Worklist link do not show up in the Portal header.

The Worklist (WORKLIST) and Worklist Details (WORKLIST_DETAILS) links of the Worklist component provide access to the PeopleTools worklist in summary and detail view. In addition, you can click the Navigator page to view the workflow map and go to individual pages by clicking the map elements representing the pages.

Search Option

Use the fields that are in this group box to filter the worklist entries that appear in the Worklist Summary grid.

Note. If you are using the CRM Worklist pagelet to manage worklist entries, and the list doesn't appear to be updated because of the browser caching setting, you can click the Refresh button of the web browser to reload the list.

Worklist	Select the worklists whose contents are to be shown. Values are: * All Worklists: Displays entries from all worklists to which the user has access. * My Worklist: Displays only entries that are sent to the user's personal worklist. * My Group Worklists: Displays only entries that are sent to a group worklist to which the user has access. If the user belongs to two group worklists, those two group names appear in this drop-down list box for the user to select and review group-specific entries. * My Employees' Worklist: Displays entries from the personal worklists of any workers whose supervisor (as defined on the worker record) is the current user. Additional values appear for each employee who reports to the current user. These values appear only if the user is a supervisor.
Sender	Select a person so as to filter worklist entries according to the value in the From field. The Worklist Summary grid displays only entries that are sent by the person that you select.
Transaction	Select a value to filter worklist entries according to their origin. Values vary based on the current content of the worklist; only those values for which there are worklist entries appear in the drop-down list box. All Transactions: Displays all entries that are in the worklist, regardless of origin. Action_Request: Displays all manual notifications, regardless of the originating component. Other values represent various PeopleSoft CRM transactions. See Worklist Transaction Types.
Show Only Completed Items	Select to show only worklist entries that are marked completed. Clear to view only worklist entries that are not yet completed. You cannot see both worked and unworked entries simultaneously.
Dates	Select a value to filter worklist entries according to when they arrive at the worklist. You can limit the worklist to entries that arrived within the past one, three, five, or seven days, or you can select All to view all entries without regard to when they arrive.
Search	Click to refresh the Worklist Summary grid based on the filter criteria that you enter.
Save as My Default Filter	Click to save the current filtering options as the search preference for the sign-in user. Next time the user accesses the My Worklist page, the saved filter is used to return worklist entries in the Worklist Summary grid.

Worklist Summary

The following page elements appear in the Worklist Summary grid regardless of the filter criteria. Additional transaction specific columns appear depending on the transaction that is selected. For example, if users review a call center worklist, more case information is available in the grid. The same is true for service order worklist, sales lead worklist and so on.

Select	Select to identify entries that are to be included when you perform worklist actions such as reassigning, accepting entries or marking entries completed. Use the Select All and Clear All links to facilitate the selection process. This check box is not shown if you view worklist entries for all transactions (by selecting All Transactions in the Transaction drop-down list box).
URL (uniform resource locator)	Click a link in this column to display the underlying application page that is related to the entry. For manual notifications, clicking the link accesses the Email page in the Email Workspace, which displays the full email message. For automatic notifications, clicking the link takes you directly to the object from which the notification is sent.
Type	Displays the type of transaction where the entry originates. When you use the transaction filter, all visible entries have the corresponding value.
Worklist	Displays the name of the worklist to which this entry belongs. When you use the worklist filter, all visible entries have the same value.
From	For manual notifications, displays the name of the person who sends the notification. For automatic notifications, the sender is the person who performs the action that triggers the notification. For example, if notifications are automatically sent when a service order is assigned, the person who reassigned the order is considered to have sent the notification. Automated notifications that are sent to a worklist are considered to be sent by the person who performs the action that triggered the notification. For example, an entry on the ERMS worklist is considered to be sent by the person who initiates the Unstructured Email process (the process that creates the worklist entry).
Date/Time	Displays the date and time that the entry is received in the current worklist.
Priority	For manual notifications, displays the priority that the sender sets on the Send Notification page.

Additional Elements

When you filter the grid by transaction type, additional buttons that relate to the worklist entry's underlying object appear.

Note. These buttons are not shown if you view worklist entries for all transactions (by selecting All Transactions in the Transaction drop-down list box). To perform actions (available with these buttons) on worklist entries, specify the type of transaction before selecting any worklist entries.

Reassign Selected	Click to reassign selected entries to another worklist that you select on the Select Worklist page. Different versions of the Select Worklist page appear depending on whether you select non-ERMS entries or ERMS entries.
Complete Selected	Click to mark selected entries to complete and remove them from the grid. It updates the status of corresponding transactions accordingly. To view a list of completed entries, select the Show Only Completed Items check box and perform search. ERMS worklist entries cannot removed from the worklist unless the status of the underlying email is closed.
Refresh	Click to refresh the page. When viewing entries on group worklists, you must refresh to see changes that are caused by other group members.
Accept Selected	Click to assign selected ERMS worklist entries to yourself. Only email that is currently unassigned can be accepted, so this button affects only entries that are currently part of a group worklist, not an individual worklist. This button appears only when the user is viewing the ERMS worklist. When an ERMS worklist entry is accepted, both the worklist entry and the underlying email are updated to reflect the assignment. The underlying email retains a record of the group worklist from which the email is accepted.

See Also

Enterprise PeopleTools 8.45 PeopleBook: Workflow Technology

Reassigning Worklist Entries

This section lists common elements and discusses how to:

Reassign worklist entries.
Reassign ERMS-specific worklist entries.

Common Elements Used in this Section

Assign to Group Worklist	Select to reassign the worklist entry to a group, and then select the group to which you are reassigning the entry.
Comment	Enter a comment that provides information about the reassignment. The comment appears in the routing history in the Inbound Email component. A comment is required if the reassignment reason code is other.
Reason	When reassigning ERMS worklist entries, select one of the following reassignment reasons: Accepted, Encoding Issue, Escalated, Misrouted, Other, Oversized Email, Ownership Overridden, Reassigned, Requeued to Group, Routed by Routing Engine, or Routing Bypassed. See Email Assignment and Routing.
Reassign	Click to complete the reassignment. The system removes the entry from the current worklist, adds it to the target worklist, and returns to the Worklist page. A user who is viewing the target worklist at the time of reassignment may need to refresh the Worklist page before the newly added entry appears.

Pages Used to Reassign Worklist Entries

Page Name	Object Name	Navigation	Usage
Reassign Worklist Item Reassign Task Work List Item	RB_WF_WL_REASSIGN RB_TSK_WL_REASSIGN	Select at least one non-ERMS worklist entry on the Worklist page. Click the Reassign Selected button.	Reassign non-ERMS worklist entries to a personal or group worklist. Task worklist entries can only be reassigned to personal worklists.
Inbound Email Reassign	RB_EM_IB_RAS_SEC	Select at least one ERMS worklist entry on the Worklist page and click the Reassign Selected button. Click Reassign on the toolbar from the email workspace.	Reassign selected ERMS worklist entries, or reassign an email to a group worklist or member or a group worklist.

Page Name

Object Name

Navigation

Usage

Reassign Worklist Item

Reassign Task Work List Item

RB_WF_WL_REASSIGN

RB_TSK_WL_REASSIGN

Select at least one non-ERMS worklist entry on the Worklist page. Click the Reassign Selected button.

Reassign non-ERMS worklist entries to a personal or group worklist. Task worklist entries can only be reassigned to personal worklists.

Inbound Email Reassign

RB_EM_IB_RAS_SEC

Select at least one ERMS worklist entry on the Worklist page and click the Reassign Selected button.
Click Reassign on the toolbar from the email workspace.

Reassign selected ERMS worklist entries, or reassign an email to a group worklist or member or a group worklist.

Reassigning Worklist Entries

Access the Reassign Worklist Item page.

Assign to Person Work list

Select to reassign the worklist entry to an individual by entering the name of the person to whom you are reassigning the entry.

The system displays a confirmation message when the reassignment is completed.

Assign to Group Work list

Select to reassign the selected worklist entry to a group worklist. The system displays a confirmation message when the reassignment is completed.

This field doesn't apply to task worklist items.

Reassigning ERMS-Specific Worklist Entries

Access the Inbound Email Reassign page.

If you reassign an email from the email workspace, the same reassignment page appears, and the name of the page is changed to Select Worklist.

Reassign to Selected Worklist

You can select from suggested group worklists on this page if Verity or the natural language processing system that you have installed successfully returns scores for best matching group worklists after performing the content analysis.

Select	Select the group worklist or individual to route the worklist entry to.
Score	Displays the content analysis score that is returned. It represents how closely the email matched the content analysis criteria that the organization defines for the worklist. This information can help a user determine the most suitable worklist for the email.
Group Worklist Name	Select the worklist to which you want to send the ERMS worklist entry. You can specify another group worklist that is not listed in the grid in the blank row.
Individual (optional)	Select to reassign the entry to a member of the selected group worklist. You must select a group worklist before you choose an individual from this drop-down list box.

Reassignment Details

Reason	Select a routing reason. Use the following values for manual rerouting: Escalated, Misrouted, Overridden Reassigned, or Other. Other values that are used during automatic rerouting are also available. These values are Accepted, Bypassed, Encoding, Oversized, Requeued, and Routed.
Comments	Enter a comment that provides information about the reassignment. This is required if the routing reason is Other.

Worklist Name	Displays the worklist name, which is the value that users see in the Transactions drop-down list box on the Worklist page. Each worklist grid represents a category of worklist transactions.
Short Name	Displays the short name, which is the value that users see in the Type column of the main grid on the Worklist page.
Worklist Record Name	Displays the record or view for the worklist entries that belong to this worklist. Note. Do not modify this value.
Warning Multiple Reassignment	Select to allow the system to display warning messages when multiple users attempt to reassign the same ERMS worklist entry from the group worklist.