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Managing work item configurations
Managing work item configurations

Set default values, such as workflow and due date, for your agency's work items.

Gia Philips avatar
Written by Gia Philips
Updated over a week ago

Users with the Workflow administration feature access can add custom workflows and work item configurations.

Custom workflows are sets of statuses that allow agencies to track their specific processes. For example, food stamp applications could follow this workflow: New Application > Waiting for Verifications > Due Today > Overdue > Complete. For more information, see Managing workflows.

Work item configurations are default values for work items. For example, an agency may want a certain content type to trigger a work item that is due in 30 days.

All users will receive the default My Work workflow (New > In Progress > Follow Up > Complete).

Work item configurations include the workflow as part of the configuration, and when a custom workflow (not My Work) is set, related content items or forms will be part of that workflow when work items are created from them. Without a work item configuration, or when My Work is set, users will see the workflow as My Work when they create or view work items.

Work item configurations will appear when users interact with a content type or form.*

*Work item configurations for a content type appear when users select the content type while scanning, uploading, or virtually printing, or when users create a work item from a content item with the content type. Work item configurations for a form appear when users create a work item from the in-progress form, not when users finish the form. Another work item configuration for a content type could appear if users created a work item from the Confirm finish window when they finished a form.

While you can create work items from forms and finished content on mobile, workflow administration features only exist on web. If a work item created on mobile has a work item configuration attached to a custom workflow, it will appear within the workflow on web once that work item has synced.

To add work item configurations

  1. Click the gear icon in the top right corner of Traverse and select Workflow management.
    The workflow management page appears with two sections: Workflows and Work items.

  2. Click the Work items section.
    Existing work item configurations will be listed.

  3. Click + Add a configuration.
    The Add a configuration window appears.

  4. Select the work item type—the content type or form that will trigger this work item—then select the workflow for this work item.

  5. Add a default due date (calendar days from the content date), flagged (priority) status, default comment, or default recipients. Default recipients are limited to any workflow selected and will be cleared if you change the workflow and save the work item configuration.

  6. Optional - For content work items, not form work items, check the Apply to content imported from external systems box. This will apply the work item configuration to content of this type that comes in from external systems/integrations.
    ​One or more default recipients will be required if you check this box.

  7. Optional - If you selected a custom workflow (not My Work), you can check the Route to workflow as unassigned box so that anyone with access to the workflow can reassign the work item.

  8. Click Save.

  9. If you need to edit or delete the work item configuration, click Edit configuration in the list. Deleting a work item configuration means it'll no longer appear when users interact with the content type or form from that day forward. It won't change existing work items.

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