E-Engage - Automation of Help Desk Tasks (Duty Swap/Give Away/Pick Up)

The automation of employee self-service Duty Swap Requests/Approvals, Duty Give Away Requests and Duty Pick Up Requests/Approvals from within the Employee Portal has been introduced into Timegate Web Version 20.2. This gives the end user of the employee more control over managing their duties, if you want to give it to them.

This automation is underpinned with a series of validation rules that are defined by the administrator using the following screens:

• One screen, Admin | Engagement | Automation Rules, is used for defining rules.
• The second screen, Admin | Engagement | Automation Settings, enables the administrator to build profiles for these rules that can be used under various circumstances.

When an Employee Portal user undertakes an action to either swap a duty, give away a duty or pick up a duty, if the profile rules are satisfied they will be able to raise the request. Any request that does not meet the rules will not be created. Instead, Timegate Web will create an open Request Task (for either Give Away/Pick Up or Swap), which will need manual intervention to determine whether to Accept or Reject.

The Self Service Rules have been set up at a system level and assigned as default rules system wide. There is, however, scope to override them at a Branch Level with separate settings (see Set Up | Branch | General for more information). The Self Service Rules will combine the Automation Rules for each process to be automated as well as additional settings.