How to Use Worklists in Client Connect

Worklists is the place in Client Connect to keep track of the ideas and tasks you would like us to work on, such as things for your website, support requests, your SEO agreement, hosting and email. Use it for anything that is not ready to be a ticket yet, or that you simply want to organise before you ask us to act. When you are ready, you can turn items into a helpdesk ticket in a couple of clicks, and the ticket stays linked to the items it came from.

Finding Worklists

1. Sign in to connect.obrienmedia.uk.
2. Choose Worklists from the left-hand menu.

The page has three areas:

• My lists (left): your named lists. Click one to open it. The number is how many items it holds, and + creates a new list.
• Totals (top): total items, Ideas & Planned, In progress and Done for the list you are viewing.
• The list (right): the items in the selected list, with tabs to filter by status and a category filter.

Lists belong to your whole account. Everyone who signs in for your organisation sees and edits the same lists, so a colleague can add an idea and you will see it. Other customers cannot see your lists.

Adding an item

Choose Add Item at the top right. The item is added to the list you are currently viewing.

• Description (required): a short title for the idea or task.
• Category: Website, Support, SEO, Hosting / Email or Other.
• Priority: Low, Medium, High or Nice to have.
• Like it by (optional): when you would ideally like it done. This is your wish, not a promise of a date.
• Notes (optional): context, examples, anything that helps us understand.
• Reference link (optional): a web address starting with http:// or https://, for example a site you like.

Reading and opening an item

Each row shows the title, then its category, priority, your “like it by” date and any linked ticket. On the right are a small progress bar (once we are working on it) and a status label. Click a row, or the arrow at its right, to open it.

An opened item shows your notes and reference link, any linked tickets (click a ticket to open it, or the × to unlink it), the progress, dates and who it is assigned to, and the actions Edit, Mark done, Move, Link to ticket and Delete.

Statuses

• Idea: something you are thinking about.
• Planned: you want it done, and it is lined up.
• In progress: work has started.
• Done: finished. Shown struck through and greyed.
• Parked: on hold for now.

You set the status yourself. Use the tabs above the list (All, Idea, Planned, In progress, Done, Parked) to filter, and the All categories drop-down to filter by category.

Editing an item and marking it done

Open the item and choose Edit. You can change every field you set when adding it, change the status, and move the item to another list from the List drop-down.

The Progress box at the bottom is read-only. It is filled in by our team (see below).

Choose Mark done, or set the status to Done, and Worklists will:

• set progress to 100%;
• set the estimated completion date to today if it was empty or in the future;
• set the estimated start date to today if it was empty, and never later than the completion date;
• keep any start or completion date that is already set and in the past.

To re-open an item, change its status back or choose Reopen.

Working with several items at once

Tick the box at the left of any rows, or Select all to tick everything visible. A bar appears at the bottom of the screen.

• Deselect all clears the selection.
• Move to… moves the selected items to another list. Linked tickets travel with the items.
• Link to ticket… links the selected items to an existing ticket.
• Delete deletes the selected items.
• Raise a Ticket starts a new helpdesk ticket from the selected items.

Deleting an item or a list shows a short Undo message at the bottom of the screen. Click Undo straight away to bring it back.

Managing your lists

Create a list

Click + next to My lists, type a name and choose Save. You can have up to 50 lists, and up to 1,000 items in total.

Rename a list

Open the list and click the pencil beside its name.

Delete a list

Open the list and click the red bin beside its name. You choose what happens to the items: delete the list and its items, or move the items to another list first, then delete the empty list. You get an Undo message afterwards.

Progress, dates and who is looking after it

For items we are working on, our team records the progress as a percentage, the estimated start and estimated completion dates, and the assigned to name of the team member looking after it. You can see these on the opened item and in the Progress box when editing. You cannot change them. They are our estimates and can move as work proceeds.

When our team increases the progress on one of your items, a notification appears in the bell at the top of the page. Several updates are grouped into one alert, for example “Progress updated on 3 worklist items”, and clicking it opens the right list. When an item reaches 100% the alert reads “Worklist item complete”. If you mark an item done yourself, you are not alerted about your own change.

Raising a ticket from your items

1. Tick the items you want us to act on.
2. Choose Raise a Ticket in the bar at the bottom.
3. Check the subject, which you can edit, and the list of items. Items already marked Done are left out.
4. Choose Continue to New Ticket.

You land on the normal new-ticket form with the subject and a numbered message already written from your items. Add your details, attach files if you like, edit the message if needed, and choose Submit Request.

Once the ticket exists it is linked to those items automatically. The link can take up to a minute to appear. If the ticket cannot be sent, nothing is linked, so you can simply try again. For more on tickets, see how to raise and track a helpdesk ticket.

Linking an existing ticket

Use Link to ticket on an item, or Link a ticket under the list’s tabs to link the whole list. Search by subject or ticket number and click the ticket.

You can link a list or items to several tickets, and a ticket to several items. Click the × on a ticket label to unlink it, and you can undo that. If you open a ticket in the helpdesk, you will see Linked from your Worklists, with a link back to the page.

You only see details of tickets you have access to. If a ticket is linked but you do not have access to it, it appears as Linked ticket (restricted) with no reference or subject.

Quick reference

• Add an idea: Add Item.
• Change an item: open it, then Edit.
• Say it is finished: open it, then Mark done.
• Move items to another list: tick them, then Move to….
• Ask for work on several items: tick them, then Raise a Ticket.
• Find only finished work: the Done tab.

Questions

Does adding an item notify the team? No. Items are for your own planning until you raise a ticket or link one.

Why is Progress empty? We have not started the item yet. It fills in once our team begins work.

I clicked an old Wishlist or Case Tasks link. Old addresses redirect to Worklists automatically, and items from your old Case Tasks list were copied across.

I deleted something by mistake. Click Undo at once. If the message has gone, contact support and we can usually restore it.

The screenshots above use sample data. Your own lists, tickets and staff names will differ.

Not sure about anything? Contact us or open a ticket from your Client Connect account and we will be happy to help.