When work needs to be done (for example, in response to a customer request), you initiate work for that request by creating a work item.
A work item is based on the item type field that identifies the type of transaction represented by the work item. XTRAC requires that each work item contain the item type field. The subtype field associated with the item type further defines the type of work item transaction. The subtype field may be defined as an optional or required field.
A work item consists of several additional fields that provide information about the work item being processed, such as the work item’s status and priority, details about the customer and the transaction, the reason for the work request, how the work request was received, instructions for the next operator in the workflow, and so forth.
A work item also can contain custom fields. The XTRAC administrator creates these fields based on the specific needs of your business unit. For example, a work item for opening a new account might contain a field for the type of investment the customer wants to make. The specific fields that appear on the work item depend on how your XTRAC administrator has configured XTRAC.
Scanned images of work received in paper form and additional notes also can be attached to a work item to support the work request (see .Document Attachments and Adding a Note to a Work Item).
You can create new work items in the following ways:
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