UI-Connect User Guide

7/31/2019 UI-Connect User Guide

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Louisiana Workforce Commission UI Connect User Guide

8/30/2009 Page 1

09

UI ConnectUser and Training Guide

Louisiana Workforce Commission


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Table of Contents

Introduction ..................................................................................................................... 6Acronyms / Definitions ................................................................................................. 6Overview ...................................................................................................................... 7

UI Connect ...................................................................................................................... 9Logon ........................................................................................................................... 9Navigation .................................................................................................................... 9

Mouse ...................................................................................................................... 9Keyboard Shortcuts ................................................................................................ 10

Logoff ......................................................................................................................... 10Overview of the Workspace ....................................................................................... 11

My Inbox ........................................................................................................................ 12Business Rules .......................................................................................................... 12Type ........................................................................................................................... 12Status ........................................................................................................................ 12Reminders ................................................................................................................. 13View All ...................................................................................................................... 13My Inbox Details ........................................................................................................ 13Filter ........................................................................................................................... 14Lock ........................................................................................................................... 15

Working with Work Items ............................................................................................... 18Home ......................................................................................................................... 19

Reserve .................................................................................................................. 19Unreserve .............................................................................................................. 19Date Due ................................................................................................................ 20Comments .............................................................................................................. 20Reminders .............................................................................................................. 21

Contents .................................................................................................................... 22Attachments ........................................................................................................... 23


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Supporting Images ................................................................................................. 23Linked Completed Work Items ............................................................................... 23Related Work Items ................................................................................................ 23Self-assign Related Work Items ............................................................................. 24

Conversations ............................................................................................................ 24Call Routing Request ............................................................................................. 25

History ....................................................................................................................... 26Actions ....................................................................................................................... 26

Save ....................................................................................................................... 26Complete ................................................................................................................ 26Reserve .................................................................................................................. 26Unreserve .............................................................................................................. 27Escalate ................................................................................................................. 27Self-assign Related Work Items ............................................................................. 27Self-assign ............................................................................................................. 27Forward to Other BU .............................................................................................. 27

Team Leader Actions ................................................................................................. 27Reassign ................................................................................................................ 27Unassign ................................................................................................................ 28Response To Escalation ........................................................................................ 28

Search Work Items ........................................................................................................ 29Selection Criteria for Search ...................................................................................... 29Search Active Work ................................................................................................... 29

Search Active Work Results ................................................................................... 30Sub Searches ............................................................................................................ 31

Claimant Search ..................................................................................................... 31Employer Search .................................................................................................... 31User Search ........................................................................................................... 31Max Records .......................................................................................................... 31

Search Completed Work ............................................................................................ 32Search Completed Work Results ........................................................................... 34


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Workflow History ........................................................................................................ 34View/Print as PDF .................................................................................................. 36

Images .......................................................................................................................... 37Search Images .......................................................................................................... 38

Benefits Search Criteria ......................................................................................... 39Tax Search Criteria ................................................................................................ 40Appeals Search Criteria ......................................................................................... 40All Category Search Criteria ................................................................................... 41

Sub Searches ............................................................................................................ 42Form Look Up ........................................................................................................ 42Claimant Search ..................................................................................................... 42Employer Search .................................................................................................... 43Contains ................................................................................................................. 43

Search Results .......................................................................................................... 43Max Records .......................................................................................................... 43View an Image ....................................................................................................... 44File Net Viewer ....................................................................................................... 44Edit Image Properties ............................................................................................. 45View/Print as PDF .................................................................................................. 46Adobe PDF Viewer ................................................................................................. 47FAX ........................................................................................................................ 47History .................................................................................................................... 49Launch Work Flow ................................................................................................. 50

Create Work Item .......................................................................................................... 52Work Item Types........................................................................................................ 52Create Work Item ....................................................................................................... 52Create Benefits Work Item ......................................................................................... 53Create Tax Work Item ................................................................................................ 57Create Appeal Work Item .......................................................................................... 58Create Ad Hoc Work Item .......................................................................................... 61

Templates ..................................................................................................................... 64


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Adjustment ................................................................................................................. 64Collections Refund Authorization ............................................................................... 64Employer Refund ....................................................................................................... 64Employer Waiver ....................................................................................................... 64Investigation Recommendation ................................................................................. 64Investigation Request ................................................................................................ 64Monetary Reconsideration ......................................................................................... 65Supplemental Pay Order ........................................................................................... 65

Facilitation ..................................................................................................................... 66Index ............................................................................................................................. 68


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Introduction

This document is the User Training and Reference Guide for the Louisiana Workforce

Commission (LWC) Imaging and Remittance Processing Renovation and Workflow. Itprovides a step by step overview of how to use the UI Connect (UIC) system.

The contents of the document will provide instructions for multiple roles within the LWC.

Acronyms / Definitions

Ad Hoc Work item created by a User. Same as miscellaneouswork.

Ascending A through Z order, Older to NewerBusiness rules The rules that instructs the system what actions to take.

Created by LWC subject matter experts.BYB Benefit Year Begin (mm/dd/yyyy)BYE Benefit Year End (mm/dd/yyyy)Descending Z through A order, Newer to OlderDUA Claim Type: Disaster Unemployment InsuranceEAN Employer Account NumberFile Net The database system that stores the images.

Filter Process to separate large amounts of data into smallergroups

FEIN Federal Employer Identification Number

iCapture The scanning application.Image Documents and forms which have been electronically

scanned into the systemLegacy System The old or previous system.Link Identified by an underline, will take you to another pageLWC Louisiana Workforce CommissionPDF Adobe Portable Document FormatPWE Pay Week EndingQuery Question to a set of dataSort Classification method to arrange dataSSN Social Security Number

SRID Status Report IDTeam Leader User with members assigned to their team. Will have more

permissions than a Team MemberTeam Member User on a team that reports to a Team Leader.TRA Claim Type: Trade Readjustment AllowanceUI Claim Type: Unemployment InsuranceUI Connect Unemployment Insurance Connect (UIC)


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Overview

The UIC Imaging and Remittance processing provides LWC an efficient manner in

which to assess documents when they are received, save them to an image, and

automatically assign them to the correct role for that specific work type. Working from

scanned images creates an environment of less paper and quick easy access to

documents. Improved reporting capabilities will be helpful in identifying ways to further

improve the process. It is expected that the improved efficiency will result in reduced

time in completing the work and an improvement in customer service to Louisianas

employers and unemployed.

It all starts with LWC receiving a piece of mail or a fax.


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There are three Business Types in UI Connect: Appeals, Benefits and Tax.

Within each Business Type there are multiple Business Units.

With each Business Unit there are multiple Roles. Each user is assigned to a role.

Talk about examples of the above.

Everyone utilizing the UI Connect application is a Userwith a role. The type of work

warrants different permission levels for each role within the system. For this

documentation, we will refer to the following titles when referencing permissions.

A Team Leaderis a user who has team members assigned to them. A team

leader has permission to assign work items, change the status of a user (ex:

vacation, sick), respond to work items their team members have escalated and

generate reports. A team leader is a title for purposes of this application and isNOT related to the human resources classification within the organization such

as supervisor, manager, director or other leadership position.

A Team Memberis a user who has been assigned a specific role within a

business unit. Work is distributed according to the roles and work items are

assigned to the users inbox. Each team member is assigned a team leader.


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CAUTION: Internet

Explorer has differentfunctionality.

UI Connect

In this module, users will navigate within the UI Connect application.

Functions:

Access and successfully logon to UI Connect

Navigate the menu system

Logon

Users will use their LWC network logon identification. Follow these steps to logon:

Navigate to the Logon page Enter your LWC network user name

Enter your Password (case sensitive)

Just as in the network system, if the logon information you entered is incorrect,

you will receive an error message to try again. After 3 unsuccessful attempts,

the logon will be locked. Users should call the LWC help desk at 888-274-7327

to reset the logon.

You will be prompted to change your password every 30 days.

CAUTION: Passwords are case sensitive. Watch the CAPS LOCK function.

Navigation

The screens within the application may be navigated with the mouse or keyboard.

Standard windows based navigation protocol is utilized.

Mouse

Once the UI Connect application is open, DO

NOT use standard Internet Explorer functionssuch as the BACK or NEXT icons.

The right mouse button (standard setting) allows the user to access the shortcut menu

options such as cut, copy and paste.


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Fields with additional functionality:

* Indicates a required field that must be completed before proceeding

Date field, click the calendar to choose the date or type the date inmm/dd/yyyy format

Find (magnifying glass) indicates a searchable field.

Add button used in fields such as comments before processing theform

Grey Box Not accessible for this user

Lock

Keyboard Shortcuts

The following key combinations (hold simultaneously) can be utilized to complete

frequent actions:

Key Combination ActionCrtl + v PasteCrtl + c CopyCrtl + a Select AllCrtl + p Print

Enter Activate a commandShift + Tab Moves cursor to the previous fieldTab Moves cursor to the next field, navigate a dialog box

Logoff

Exit the application by clicking Logoff from the top right corner of the screen.


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Overview of the Workspace

Menu Items (Left Side Bar)

My Inbox

Create Work Item

Search Active Work

Search Completed Work

Search Images

o Benefit Search

o Tax Search

o Appeal Search

o All Category Search

Menu Items (Top Right Bar)

Help

Home Logoff


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My Inbox

In this module, users will become familiar with the Inbox screen and access work items

which are in progress and work items that have been assigned to them. The Inbox view

is the same for all users; however the contents are based on their individual role. The

Inbox is limited to 50 work items at a time. As work items are completed, additional

work items will be assigned to the user up to the limit. Team Leaders will be able to

view the Inbox of team members assigned to them. The users name and date are

shown at the top of the Inbox.

Functions:

Navigate the Inbox view

Sort work items by Work ID and Days Remaining Filter work items by SSN

Business Rules

The system contains a very complex set of business rules. These rules were provided

by experienced personnel within LWC. The rules are interpreted by the system to

determine how to distribute work and how much time is allowed for its completion. New

work items are distributed every thirty minutes. Work items will remain in the New

status until they can be assigned to a user with the appropriate role. If all inboxes of

users in that role are full to the limit, the work will remain undistributed until anotherwork item is completed.

The system will sort work items based upon the urgency to complete and business rules

specific to work groups. Those items most urgent are designed to appear at the top of

the list. The user should practice working from the top of their Inbox down.

Type

The Inbox contains work items grouped in tiles by work type. Usually a user will see a

tile for Ad Hoc work items and a tile for one of the types listed below.

Tax

Appeals

Benefits

Status

The work items are grouped by type and status. Each status appears as an active link:


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A user can click on a link, and the system will navigate to the next screen and list allwork items of that status. If there are no [0] work items in a status group, the link willnot appear in the inbox.

Listed below are the types of work statuses, the number of work items for each status

and a description.

Assigned [#] work items assigned to this user but the user has not taken anyactions yet

In-Progress [#] team member has opened the work item and has begun to work

Reserved [#] work items that has been reserved by the Assigned To user.

Re-Assigned [#] work items that have been re-assigned to this user.

Escalated [#] work items that have been escalated to a leader by a member oftheir team. Only appears in a Team Leader inbox.

Reminders

Work items that have had a reminder added to them are given a reminder link. Thesework items will still be included in the proper status assigned. For example if a workitem is In Progress and a reminder was added. This work item will appear with the InProgress work items. To make it easy for a user to determine what work items havereminders and when it is time to work them the reminder links are provided. More aboutReminders in the Working with Work Items section.

Reminder (Due Today) [#] reminders that need to be processed today

Reminder (Future Due) [#] reminders with a future due date

Reminder (Past Due) [#] reminders with a past due date

View All

The View All link on the far left will display all work items for that type regardless of

status.

My Inbox Details

By clicking on the status link the user can see a detailed list of the work items in their

inbox.

The work item list page contains the following columns:

Lock Icon (only if work item is locked)

Work ID

Work Description

SSN

Claimant Name

Employer Account # Employer Name


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Docket#

Date Created

Status

Remaining

FilterApplying a Filter to your Inbox provides a smaller group of work items to view. Users

may apply a filter to the list of work items by using the claimants SSN. The filter

only applies to the Work Type (Tax, Benefit, Appeals) that you have opened. Insert

(type or copy/paste) the SSN, and select Filter. Only the work items in your Inbox

that match the SSN will be displayed. To clear the filter, select unFilter.

EXAMPLE:SOCIAL SECURITY NUMBER (SSN)FILTER

Situation: User needs to filter their work items for one SSN (claimant). We will copy

and paste a SSN from the full list to the filter field.

1. Select My Inbox from left menu

2. Select View All link (on right)

3. Select one SSN from the detail list

4. Copy (Ctrl+c, right click copy or edit copy)

5. Click in the Filter field text box

6. Paste (Ctrl+v, right click paste, or edit paste)

7. Click Filter

8. Click UnFilter which returns to the list to the full list of work items

9. Enter the SSN manually, with or without dashes

10. Click Filter

11. Click UnFilter


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Lock

While navigating between work items, you may discover a work item is locked. This

occurs when a user moves to another work item without processing or canceling. The

work item will remained locked until the user who locked the work item takes one of the

actions below. Other users will be able to view the work item but will not be allowed to

take any Action on the work item. This is primarily a database function and provides no

value to the users. This function is provided to prevent more than one user having a

work item opened at the same time. There may be strict rules applied to leaving a work

item locked. Team leaders may reassign or unassign a locked work item. The

Assigned To and the application administrator are the only users that can unlock. The

system will also unlock work items overnight.

To avoid locking a work item: Select an appropriate action and Process OR

Select Cancel without processing any changes


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EXAMPLE: LOCK/UNLOCK

Situation: The user will open a work item and navigate back to the main menu without

selecting an Action or Cancel from within the work item. This causes the work item to

lock until the user unlocks it by returning to the work item and taking an Action orclicking Cancel to exit the work item.

1. Click on My Inbox

2. Click on the Assigned status link and open a work item


4. Click the Assigned status link and observe the work item

5. Note the Lock icon next to the description

6. Open the work item

7. Select Cancel , this will return the user to the work item list

8. Note the work item and the Lock has been removed


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PRACTICEACTIVITY:MYINBOX

Situation: Getting to know My Inbox:

1. Find the Tax category, Assigned work items. How many work items do you have

listed? __________________

2. Open and view the first work item in the list.

3. Select My Inboxand return to the Tax, Assigned link.

4. Is this work item locked? Yes No (circle)

5. Open this work item, then select Cancel

6. Return to the Tax Assigned link.

7. Is this work item locked? Yes No (circle)

8. How many work items are listed? _________

9. Filter the work items for a SSN

10. How many work items are listed? _________

11. Select My Inbox and View All from the Tax Work category

12. How many work items are due in the next 5 days or less? _________

13. Return to My Inbox


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Working with Work Items

The purpose of the work flow assignment is to get work done in the least time possible

and to balance the work load between users. This will meet the federal requirement of

timeliness by completing the work before the work item reaches 0 days remaining.

Users will be assigned work items based upon the users Business Unit, Role and

business rules specific to the Unit. Users may take unassigned work but may not give

work back. Users may take work from a co-worker if it is not reserved. Team Leaders

may manually distribute work as special circumstances warrant.

Functions:

Input work item detail

Create and complete reminders Create comments

Supporting Contents

Search and Add contents

Find related work items

Understand work item actions


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Home

Reserve

The reserve action keeps a work item in the users inbox. Work items which have not

been completed before the date due and are waiting on information or action may be

placed in reserve status by the user. This will prevent the work item from being re-

distributed and moving to the auto distribution system. For example, if a user is waiting

on verification from a claimant, he/she may place this work item on reserve until the

anticipated verification arrives. The only action that can be taken on a reserved work

item is Unreserve.

Unreserve

Once a work item has been place on reserve, unreserved is the only action available.

When the work item is ready for further processing, the user should choose the action

unreserve and process. This changes the work item status to in progress and all

actions will once again become available.


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PRACTICEACTIVITY:RESERVE ANDUNRESERVE

Activity:

1. Notice the numberof work items in reserve status in Inbox [ #]

2. Open a work item

3. Select a reserve date for tomorrow

4. Type comments in the new comment field, then click Add

5. Select the Action Reserve from the drop down list

6. Click on Process


8. Notice the work item in reserved status [#] is one greater

9. Click on the Reserved Status link10. Delete the reserve date

11. Select the Action Unreserved from the drop down list

12. Click on Process

13. Click on My Inbox and notice the status in progress

14. Click on the in progress status link to see this work item

Date DueThe Date Due is automatically assigned to the work item based on the business rules.

The user cannot override or enter another date in this field. This date is notrelated to

the Reserved Until or Remind On dates. The Date Due is the date this work item needs

to be completed in order to meet time lapse requirements. The priority of the work item

is determined by this date.

Comments

Comments are required on the work item when any action is taken. The user must

enter their comment in the New Comment section; all edits must be made while the

comment is in this section. When the user clicks the Add button the comment is addedto the Previous Comment section with a date and name stamp. Comments in this

section cannot be modified. They are now a part of public record. Comments should

relate to the work being done on the work item. If a mistake is made and the comment

has already been added to the Previous Comments section, just add another comment

with the correcting information. There are no limits to how many comments can be

added.


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Reminders

Users can create a reminder on an active work items. The reminder function allows the

user to set a reminder date on a work item for a future date so they will be able to

remind themselves to perform a follow-up action in a timely manner. The status of the

work item is unaffected by the presence of a reminder. (i.e. In Progress, Assigned,

Reserved, etc.)

Reminders will be visible to the user who created them. Reminders will be sorted by

date priority then applicable business rules apply. A reminder date must be greater

than today.

For each reminder, users must create a comment about the reason for the reminder.

For example, if you tie a string around your finger, in 10 days, you may not remember

what the string is to remind you to do. Comments are required (*) to remind you why

you set the reminder.

Each Reminder is an active link:

Reminder (Due Today) [#]

Reminder (Past Due) [#]

Reminder (Future Due) [#]

Once the Reminder link has been selected, the Reminder Detail page lists the followingcolumns:

Work ID

Work Description

SSN

Claimant Name

Employer Account #

Employer Name

Docket #

Date Created

Status

Days Remaining


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EXAMPLE: REMINDERS

Situation: The user will open an In-Progress Work Item to Set, Change and Remove aReminder.


2. Click on In-Progress status link3. Click on a work item to open

To Set a Reminder:1. Remind On: User must enter a date (mm/dd/yyyy) or choose a date from the

calendar2. New Comment: Enter a descriptive comment with details on what action needs

to be taken on this day and click Add3. Action: Choose SetReminder from the dropdown list

4. Click Process

To Change a Reminder:1. Remind On: User must enter a date (mm/dd/yyyy) or choose a date from the

calendar2. New Comment: Enter a descriptive comment with details on the change of the

reminder and click Add3. Action: Choose ChangeReminder from the dropdown list

4. Click Process

To Remove a Reminder:1. New Comment: Enter a descriptive comment with details on removing the

reminder and click Add2. Choose RemoveReminder from the Action dropdown

3. Click Process

Contents

This tab of the work item is provided to display contents that are related or necessary to

resolve this work item. Content may be an image or another work item. Other workitems may be active or completed.


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1. Select Contents Tab

2. Click on the Supporting Contents link Search and Add Images

3. Click on Extended Search

4. Click on Tax Search

5. Type the Date Received, use a date range.

6. Click on Search

7. Select ; Images

8. Click on Attach

9. Change the Action to Submit and Process

Attachments

Attachments are images attached to the work item at the time of creation by the system.

They cannot be removed by the user.

Supporting Images

These images can be added and removed by the user.

Linked Completed Work Items

Work items that are added or removed by the user that are relevant to this work itemthat has already been completed.

Related Work Items

Certain Work items meeting specific business rules may have related open work items.

This is a quick search that is performed by the system when the Get Related Work

Items link is clicked on the Contents tab of a work item. These may be viewed or self


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assigned by the user if they are relevant to this work item that is in an active status. If no

work items meeting the pre-determined criteria are found, no work items will be

displayed.

Self-assign Related Work Items

The work items displayed as a result of a related work item search can be self assignedto the user. The self assigned related work item will appear in the inbox with a status of

Reassigned. The work items will be listed in tile of Related Work Items on the Contents

tab of the work item as well. This feature will notwork if the work item is in the status of

Reserved.

Conversations

This section is provided to the user for documentation of conversations that take place

during the activity of the work item. By clicking the Add New Conversation link, a

screen is opened to record information. A new entry should be made for each

conversation. A summary of the conversation is recorded in the section for quickreference.

A summary of the conversation is recorded in the section for quick reference.

1. Select the Conversations Tab

2. Click Add New Conversation3. Type the Phone # 504-944-4400

4. Type the Party Name Sylvester Jennings

5. Choose the Party Type Employer from the drop down list box

6. Type the Conversation Title Request for leaving documentation

7. Type the Conversation Text Spoke to assistant..

8. Click on Add


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9. Choose the Action Save


Call Routing Request

This is provided to allow the user to create a call routing request for an incomingtelephone call. The incoming call which matches the criteria will be routed to the user in

the Routing ID (user ID) field. A Call routing request can be added to an active work

item only. A call routing request will expire after the first matching call is routed or after

the due date.

A summary of the request is recorded in the section for quick reference.

1. Select the Conversations Tab2. Click Add New Call Routing Request

3. Type Party Name Sylvester Jennings


5. Type Routing ID (your user id)

6. Type Callers EAN 654321

7. Type Due Date 06/01/2009


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8. Click on Add

History

Choose the History Tab to see activity regarding the work item. Screen will show the

dates and users involved in processing this work item.

Actions

Save

Complete

Reserve

o Unreserve

Escalate


Self-assign

Forward To Other Business Unit

SetReminder

ChangeReminder

RemoveReminder

Team Leader Actions

Re-assign

Un-assign

Response to Escalation

Save

The Save action will save comments that are added to the Work item. Save will

not work for the actions of Reserve, Remind, Re-assign and Self-assign.

Complete

When the user has finished the work item, the action Complete is selected. This

moves the work item from active to the completed work status. If a mistake is

discovered, a new work item must be created and linked to the original work item

to address this mistake.

Reserve

The reserve action keeps a work item in the users inbox.


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Unreserve

Once a work item has been placed on reserve, unreserve is the only action

available.

Escalate

The Escalate action sends the work item to the users Team Leader. The Team Leaderwill comment and add instructions and return the work item to the user for completion by

choosing the Response to Escalation action.

Enter new comments add

Select Action Escalate

Process

System will update the history (previous comments)

Screen returns to Inbox or Search Results

The team leader who receives this work item will see different actions to respond or re-

assign. If the reporting manager does not have the authority to process the work item,

he/she may escalate to the next level staff person.


The work items displayed as a result of a related work item search can be self assigned

to the user. The work items will be listed in tile of Related Work Items on the Contents

tab of the work item. This feature will notwork if the work item is in the status of

Reserved.

Self-assign

Users can self assign work to themselves by choosing the Self Assign action and click

Process. This feature will notwork if the work item is in the status of Reserved.

Forward to Other BU

If work needs to be assigned to a business unit other than the users unit, users can take

the Forward to Other Business Unit action and assign to another unit. The user will

select a business unit and role, enter a comment and choose the Forward to Other

Business Unit action and click Process. The work item will be distributed to a worker

with that role in the next distribution cycle (currently every thirty minutes).

Team Leader Actions

Reassign

A Team Leader can open a work item assigned to a member of their team and

Reassign the work to another team member. The Team Leader will first self-assign


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the work item to him/herself and then reassign the work item to another team member.

This is done one work item at a time.

Unassign

If a member of the team becomes inactive (sickness, vacation, etc.) a Team Leader can

unassign all work items in the members inbox. All work items will go back to thesystem for distribution to other users of this role. This action is available from the

System Administration menu, User Maintenance screen. This is done by choosing a

work type (tax, adhoc, etc) then all work items of that type will be unassigned from the

current team member. Work items in Reserved status will not be unassigned.

Response To Escalation

The Team Leader will respond to an escalated work item by adding a comment and

return the work item to the user for completion by choosing the Response to Escalation

action.

Enter new comments, click add

Select Action Response to Escalation

Process

System will update the history

Screen returns to Inbox

If the reporting manager does not have the authority to process the work item, he/she

may escalate to the next level staff person.


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Search Work Items

In this module, users will search active work items.

Functions:

Search and find active and completed work items

Workflow history

Selection Criteria for Search

Users may search based upon a single criteria or multiple criteria. Required fields are

indicated with an *. To narrow a search (fewer items in results), users should enter

criteria in more than one field. At least one criterion is necessary to process a search

Search Active Work

An active work search will direct the user to work items which are assigned or in

progress. From the left menu, users select the Active Work Search to reveal the

following screen:


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Underlined link

indicates the

column can be

sorted

The criteria fields are:

Work Type *

Status

Business Unit

Role

SSN (Claimant Search)

Employer Account # (Employer Search)

FEIN (Employer Search)

Docket #

Batch #

Transaction Type

Process Date

Assigned To

Date Due [ on, before, after ] [mm/dd/yyyy][Between] will prompt two date fields - from [mm/dd/yyyy] to

[mm/dd/yyyy]

Click on Clear to reset the form

Search Active Work Results

Users may open a work item from within the results by clicking on a

Description link. Only one user may open a work item at the same

time.

EXAMPLE: SEARCH FOR ACTIVE WORK ITEM

Situation: Users will search for the tax work item for Sylvesters Fire and Safety.

1. Click on Active Work Search

2. Select Tax Work Type from the drop down list

3. Type the Employer Account # 1234564. Click Search


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Sub Searches

Sub Search allows the user to search for information about the Form, Claimant or

Employer. Selecting an item on the sub search results page will fill in the missing data

on the Image Search screen.

Claimant SearchTo search for a claimant, enter the SSN, or Last Name or Zip code then click Search

.

Employer Search

To search for an employer, enter the DBA, or Employer Account number, or Employer

Name or Zip code, and then click Search .

User Search

To search for another user, enter the First Name or Last Name or Login ID, and then

click the Look Up icon .

Max Records

By default the system will display 200 results. If there are more than 200, the user will

receive a message Search Criteria exceeds Max Record field value. The user should


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add more criteria to the search. For active and completed work item searches, the

acceptable values for Max Records are 1 200.

For example: If you search Google for beans, you will receive about 45

million results. However, if you search red beans, your search results are

reduced to 13.6 million. Then try red bean rice recipes, the results drop to

308 thousand.

Search Completed Work

Completed work is done! Once a user has completed the work item, only a record of

the activity is kept in a history list. The work is no longer there. This history records

what happened when there was an active work item.Users can search completed work which is much the same process as searching for

active work. From the left menu, users select Search Completed Work to reveal the

following screen:


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Criteria Fields:

Work Type *

SSN (claimant search)

Employer Account # (employer search)

FEIN (employer search)

Docket #

Batch #

Transaction Type

Process Date

Completed By

Completed On

EXAMPLE: SEARCH FOR COMPLETED WORK ITEM

Situation: Users will search for a tax work item.

1. Click on Search Completed Work2. Select Tax Work Type from the drop down list

3. Click Search


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Underlined linkindicates the

column can be

sorted

Search Completed Work Results

By default the results will be sorted by the Completed On field.

Columns can be sorted in ascending or descending order by

clicking on the column heading:

Work ID

Work Description

Completed by

Completed on

SSN

Employer Account #

Employer Name

FEIN

Docket#

Note if there are more results than fit on the page, users may advance to the next page

using the next page icons.

Workflow History

From the Completed work items search results, click on the active link of a Work ID, to

reveal the history detail.


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Work Item History Detail (fields)

o Work Type

o Docket #

o Employer Name

o Employer Account #

o SSN

o BYB

o FEIN

o Work Description

o Comments this section will list the trail of comments by the user during

the life cycle of the work item

Related Images attachments (could be multiple items)

Conversations (columns)

o Conversation Title

o Conversation Date

o Party Nameo Conversation Text

Call Routing Request (columns)

o Callers EAN or SSN

o Party Type (Claimant or Employer)

o Request Date

History (columns)


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o User

o Date

o Action

View/Print as PDF

View/Print as PDF will allow the user to select portions of the work history

to print.

1. Click on a completed work item

2. Click on View/Print as PDF

3. Select on of the following:

a. Work Item Details

b. Related Images

c. Conversationsd. History

e. Call Routing Request

4. Click on Print


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Images

LWC receives documents/forms from the mail and from fax. Once these documents are

received an image is created and stored in the system. The hardcopy is stored

according to state/local laws but the image remains available within the system.

One image per document is stored in the system. This image may be used by multiple

users and/or attached to multiple work items. The image is available for review even

after the work item has been completed.


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In this module, users will search and work with Images.

Functions:

Search images based upon user criteria

Manipulate and process Benefits images

Manipulate and process Appeals images

Manipulate and process Tax images

Search for Claimants

Search for Employers

Understand and edit Image Properties

Print or fax images

Search Images

Users will be able to search based upon a single criteria or multiple criteria in each

search category; Benefits, Tax, Appeals or All Category search.

Search screens for each category contain unique search fields, such as Issue # for

Benefits and Docket # for Appeals. All Categories contain fields which are common

across all types of work. Required fields are indicated with an *. To narrow a search(fewer items in results), users should enter criteria in more than one field. At least one

criterion is necessary to process a search.

If there are no results based upon user search criteria, the system will return amessage, No items found.


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Therefore, if a user searches for a work type alone and many images are listed in the

results, the user can add additional search criteria to reduce the results list.

Benefits Search Criteria

Users may start with an empty search criteria form by clicking the Clear button.

Form ID Type the first few digits / and check Contains or the pop up

search

Date Received Type (mm/dd/yyyy) or choose a date from the pop up calendar

Source Select Remittance, Fax, Internet, or Mail from the drop down list

SSN Type a Social Security Number or use the Claimant Search

Employer Account # Type an Employer Account Number or use the Employer

Search

Employer Name Type the first few # digits / and check Contains

BYB Type (mm/dd/yyyy) or choose a date from the pop up calendar

Week Ending Date Type (mm/dd/yyyy) or choose a date from the pop up calendar

Batch # Type the batch number

Check # Type the check number

Amount between

(and)

Operators are required if a check amount has been entered.

Use the mathematical operators: = (equal), > (greater than),

< (less than) and between

Determination # Type the determination number

Petition # Type the petition number

Document Locator # Type the document locator number

Transaction ID # Type the transaction ID

Envelope DLN # Type the envelope DLN


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Tax Search Criteria



searchDate Received Type (mm/dd/yyyy) or choose a date from the pop up calendar




Search

Employer Name Type the first few # digits / and click Contains

FEIN Type Federal Employer Identification Number

SRID Type the Status Report IDYear Type the four digit year (yyyy)

Quarter Select 1,2,3,4 from the drop down list



Check # Type the check number

Amount between

(and)




Charter # Type the charter number

Retailer # Type the retailer number

Confirmation # Type the confirmation number

Attorney Code Type the attorney code

Document Locator # Type the document locator #



Appeals Search Criteria



search


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Employer Account # Type an Employer Account Number or use the EmployerSearch

Employer Name Type the first few digits / and check Contains


Docket # Type the docket number

Petition # Type the petition number




All Category Search Criteria



search


Source Select Remittance, Fax, Internet, or Mail from the drop down listSSN Type a Social Security Number or use the Claimant Search


Search

Employer Name Type the first few digits / and check Contains


Docket # Type the docket number


Check # Type the check numberAmount between

(and)








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Sub Searches

Sub Search allows the user to search for information about the Form, Claimant or

Employer. Selecting an item on the sub search results page will fill in the missing dataon the Image Search screen.

Form Look Up

If the user only knows a portion of the form title, the Form search can help provide the

information needed to fill the blank for Form ID on the Image Search screen.

Claimant Search

To search for a claimant, enter the SSN, or Last Name or Zip code then click Search

.


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Underlined link

indicates the

column can be

sorted

Employer Search

To search for an employer, enter the DBA, or Employer Account number, or Employer

Name or Zip code, and then click Search .

Contains

The Contains checkbox may be used when the correct spelling is not known or only part

of the criteria is known. It is recommended that the user include 3 5 characters for the

search. Less characters will return many results and more characters will return fewer

results.

Search Results

Image search results will be sorted by the Date Received field

by default, with most recent on the top. A user may click on

column heading to sort. Selecting an image will open in a

separate window.

Users may navigate through the search results with the page icons on the right side, top

and bottom of the window.

Max Records

By default the system will display 200 results. If there are more than 200, the user will

receive a message Search Criteria exceeds Max Record field value. The user should

add more criteria to the search. For Image Search, the acceptable values for Max

Records are 1 500.


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To navigate back to the Search Criteria, use the links at the top of the results window.

View an Image

The results listed in the Form ID:Description column are links to the actual image. If a

user clicks on the link the scanned image is displayed using the File Net viewer.

File Net Viewer

Users may float their mouse over an icon to see a description.

Show Annotation Toolbar Fit to window height

Print Fit to window Zoom Area Rotate clockwise

Zoom page (+) Rotate counter clockwise Un Zoom page Rotate 180 degrees

Show Magnifier Mirror

Zoom to 100% Flip

Fit to window width Invert On

Users will not have the functional capability to create annotations on images.

EXAMPLE:VIEW AN IMAGE FROM THE LINK

Situation: Use Tax Search to locate an image. View the image by using the File Net

viewer and practice the functions provided by the icons in the toolbar.

1. Click on Search Images from the left menu


3. Choose Mail from the Source dropdown.


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4. Click on the Search button

5. Click on a link of an image from the results list

6. View the image.

7. Practice using the icons in the File Net viewer

8. Click the red X in the upper right corner to close the image.

Edit Image Properties

Users may edit the properties of an image without making any changes to the scanned

image. The properties is information specific to this document. The information is

either captured by the scanning system or manually entered by indexing personnel. If

information listed in the properties is missing, users make add the property information.

Select an image by clicking the select box; next to the Form ID: Description title, then

select the Edit button. This will open the IMAGE PROPERTIES screen. Fieldsalready populated and fields displayed in gray may not be changed by a user. Image

properties may not be changed if the image is in an active workflow.

EXAMPLE:SEARCH TAX IMAGES,EDIT IMAGE PROPERTIES

Situation: Search for image(s) for Employer EAN 533616, add the employer name to

the image properties.

1. Click on Search Images from the left menu

2. Click on Tax Search3. Type the Employer Account # 533616


5. Select ; an Image

6. Click on the Edit button

7. Type the Employer Name USA Supermarket LLC

8. Click the Save button

9. Confirm the changes


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View/Print as PDF

View/Print as PDF Users may select one or more images to view as an

Adobe PDF file. The images selected will open into one PDF file. Once opened, you

may view, save or print.


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Adobe PDF Viewer

Below is an example of the icons the users may see in their PDF viewer. Others may

be visible in the toolbar but functionality will be limited. Users may float their mouse

over an icon for a description.

Print

Save

Previous Page

Next Page

Go To Page

Decrease Magnification Increase Magnification

Zoom Percentage

Click to Fill Page

One Page at a time

EXAMPLE:SEARCH TAX IMAGES,VIEW/PRINT AS PDF

Situation: Search for image(s) and view the results as pdf.

1. Click on Search Images from the left menu2. Click on Tax Search

3. Type bath in the Employer Name field and select contains;


5. Choose ; to select one or multiple images

6. Click the View/Print as PDF button

7. From this window, users may:

Print

Save

ZoomFAX

Fax Users will be able to select multiple images from the search results

screen. After selecting images using the check boxes, the images will be

combined into one PDF document, to be faxed with a single fax cover sheet.


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This cover sheet will open for users to complete. Once the user clicks the

Confirm button, the fax will be sent through a centralized fax server.

EXAMPLE:SEARCH ALL CATEGORIES IMAGES,FAX

Situation: Search for image(s) to fax, select the image, create a cover page and fax.

1. Click Search Images from the left menu

2. Click All Categories Search

3. Type the Claimants SSN 111-11-11114. Click the Search button

5. Choose the images you want to fax by selecting ;

6. Click the Fax button

7. This will open the Fax Confirmation window to generate a cover sheet

8. Type a name in the To: field

9. Type the Fax # 225 555 7894

10. Type the Subject Per your request

11. Type Comments Contact the LWC office at 1-800-555-7777

12. Note the image(s) selected will be attached to this cover page information13. Click the Confirm button

14. Click Cancel to abort the fax and return to the previous page.


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History

History Users may only select one imagefrom the results page to view a list

of dated Actions associated with the selected image. The fields will be Work Item #,

Status, Work Type and Description of the Related Work Items.

If there are no associated work items in history, the system will indicate document

does not have workflow history.

EXAMPLE:SEARCH BENEFITS IMAGES,VIEW HISTORY

Situation: Search for image(s) to review the history of the work for that image.

1. Click Search Images from the main menu

2. Click on Benefits Search

3. Type the Claimants SSN 111 11 1111

4. Select Search

5. Select ; an image


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6. Select History

7. Results will include work items created from this image

8. Click Cancel to return to the previous page.

Launch Work Flow

Authorized users may open work items with the option Launch Workflow .

EXAMPLE:SEARCH TAX IMAGES BY DATE,LAUNCH WORK FLOW,ADD CONVERSATION

Situation: Search for all images using the Date Received criteria.

1. Main Menu, Click on Search Images


3. Select dates received 04/01/2009 to 04/20/2009

4. Click on Search

5.

6. Select ; the LDOL LOTTOA/Good Standing for Lottery Appli

7. Click on Launch Workflow

8. Select Tax from the Work Type

9. Select the work item description Letter-Lottery Application New Employer

10. Click Process

11. The Image will be attached in Contents tab (attachments)


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12. Click on the Home tab to complete the work item

13. Type your user ID in the Assign To field

14. Type the Work Details search and launch work flow example

15. Type the Comments search and launch work flow example

16. Type the Employer Account # 123456

17. Type the Name Too Much Fun To Work

18. Select the Action Submit19. Click Process

20. Return to My Inbox

21. Open from Tax Assigned status this work item

22. Select Conversations tab

23. Click on Add New Conversation

24. Type the Phone # 333-333-3333

25. Type the Party Name Ted Triple26. Select the Party Type Employer from the drop down list

27. Type the Conversation Title Request for information

28. Type a summary of the Conversation Ted will send documentation this week

29. Click Add

30. View, open and close the conversation link


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Create Work Item

In this module, users will create a new work item and attach an image. Work items are

created to respond to a situation (issue). For example, if an employer does not include

the wages on documentation, the user will need to create a work item which tracks the

request for wages.

Work Item Types

There are five types of work items;

1. Ad Hoc

2. Appeals

3. Benefit

4. Tax

5. Templates (each template is listed separately in Work Type dropdown)

The values in the Select Work Description list are relevant to the work type chosen.

Functions:

Create a work item in each business area; Tax and Benefits

Create an Ad Hoc and Appeals work item

Create Work Item

Users can select a work item based upon each work type.


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Create Benefits Work Item

EXAMPLE:CREATE BENEFITS WORK ITEM

Situation: We will create a Benefit Work Item to demonstrate the process andunderstand of the fields.

An example of when it may be necessary for a User to create a Benefit work item could

be: The Claimant states that he was fired. The employer, states that the employee

walked off the job. Find and attach all images related to this situation.

1. Create Work Item

2. Select Benefits from the Work Type drop down list

3. Choose Notice of Claim Filed from the Select Work Description drop

down list (can choose from the list or begin typing an N until the correctform is shown.

4. Process

Home Tab

Completing the Form:1. Status is New

2. Date Created will insert the current date, users are unable to edit

3. Type or Select the Date Due 04/30/2009 or Click directly on the

date/number


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4.

5. Type Assigned To User ID or search with icon (select self)

6. Type the user Phone Number

7. Type the Work Details* (describe situation) claimant reports was fired,

employer records indicate walked off job

8. Type the Social Security Number (SSN) 111 33 1234

9. Type the Claimant Name Carson McCormick

10. Select the BYB.

11. Select the Claim Type UI from the drop down list

12. Select Issue #: Quit


14. Type Name New Orleans Cold Storage

15. Type Comments* remembering that once a comment has been added, the

comment becomes part of history and you will be unable to edit. Comments

are part of the public record.


Note there are 2 tabs Home and Contents.


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EXAMPLE:EDITING BENEFITS WORK ITEM

Situation: This Work Item will appear in your Inbox, assigned status, with a unique

Work ID assigned. Open this work item and note changes as listed below.

Note: there are 4 tabs Home, Contents, Conversations and History

Work ID has been assigned

Status has changed to Assigned

Action ( we will explore each action in module working with work items )

New Comment* - this is a required field and must click Add button to

insert

Previous Comments records a time and user name stamp of previous

comments (unable to edit)

1. Select the Contents Tab

2. Click on Search and Add Image


4. Click on Benefit Search

5. Type the SSN 111331234


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6. Click on Search

7. Select the image Eligibility Review

8. Click on Attach

9. Click on Close

EXAMPLE:ADDING A CONVERSATION TO A WORK ITEM

Situation: The user phoned the employer to request documentation regarding

separation.

1. Select the Conversations Tab

2. Click Add New Conversation

3. Type the Phone # 504-944-4400

4. Type the Party Name Sylvester Jennings


6. Type the Conversation Title Request for leaving documentation

7. Type the Conversation Text Spoke to assistant..

8. Click on Add

9. Choose the Action Save


EXAMPLE:VIEWING HISTORY OF A WORK ITEM

Situation: User will review work items in history

1. Choose the History Tab

2. Actions recorded will show the dates and users involved in processing this

work item


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Create Tax Work Item

EXAMPLE: EMPLOYERS ANNUAL WAGE REPORT

Situation: Employer, Longs Bakery, has submitted incomplete information. Before the

data can be processed additional information is needed, a work item needs to be

created. Create a work item to collect more information regarding dates of employmentand income.

1. Main Menu, Click on Create Work Item

2. Select Tax from the Work Item Type drop down list

3. Select Work Description Employers Annual Wage Report from the drop down

list

4. Click on Process

5. Work ID is Automatically Generated

6. Status is New

7. Select the Action Submit from the drop down list

8. Date Created will automatically insert the current date


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9. Type or Select the Date Due 05/15/2009 or select

10. Type or Select Assigned To your user ID or

11. Type your user Phone # number

12. Type the Work Details Incomplete information

13. Type the Employer Account # 65412314. Type the employer Name Longs Bakery

15. Type the Comments Request information


2. Click on the Supporting Contents link Search and Add Images3. Click on Extended Search


5. Type the Date Received 04/04/2009 to 05/15/2009

6. Click on Search

7. Select ; Images

8. Click on Attach


Create Appeal Work Item

EXAMPLE:CREATE AN APPEALS WORK ITEM

Situation: Claimant has filed an appeal regarding the reason for termination. Create a

work item to get more information regarding situation.


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2. Select Appeals from the Work Item Type drop down list

3. Select Work Description Appeals Correspondence from the drop down list

4. Click on Process


6. Status is New



9. Type or Select the Date Due 05/15/2009 or select10. Type or Select Assigned To your user ID or


12. Type the Work Details Reason for termination appeal

13. Type or select the BYB of 06/01/2008

14. Select Claim Type UI from the drop down list

15. Type SSN 111 44 1234

16. Type Claimant Name Olivia Hunter

17. Select Issue # 107 from the drop down list


19. Type the employer Name Longs Bakery

20. Type the Comments Appeals work item for training


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2. Click on the Supporting Contents link Search and Add Images



5. Type the Date Received 04/04/2009 to 05/15/2009

6. Click on Search

7. Select ; Images

8. Click on Attach



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Create Ad Hoc Work Item

EXAMPLE:CREATE AN AD HOC WORK ITEM

Situation: Ad Hoc work items are simple to create. Users will create Ad Hoc work items

for existing work on their desk ready for processing. For this example, we will schedule

training with team leaders about new processes.


2. Select Ad Hoc from the Work Item Type drop down list

3. Select Work Description Ad Hoc from the drop down list

4. Click on Process


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6. Status is New



9. Type or Select the Date Due 05/15/2009 or select

10. Type or Select Assigned To your user ID or


12. Type the Work Details select other from the drop down list

13. Type the Work Details schedule training with team lead about new process:

14. Skip SSN, Employer Account # and Employer Name for this example

15. Type the Comments Need before June 15



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PRACTICEACTIVITY: SUMMARYACTIVITY TO SYNTHESIZE MANY PROCESSES

Situation: The objective of this activity is for a user to practice working within the UI

Connect application while an instructor is available for questions. Work through the

following steps using generic language and images to test for understanding.

1. Search for an image within your business type

2. Create a work item using Launch Workflow

3. Choose the appropriate business type and the description that matches your

image.

4. Assign this work item to yourself using the action Submit and click Process

5. Choose a new work item from My Inbox

a. Record the Work ID __________________6. Add a conversation to this work item

7. Go to the Contents tab use Search and Add an Image

8. Reserve this work item for 2 weeks

9. Set a reminder to look for documentation in one week

10. Un reserve the work item

11. Change the reminder to add 3 days

12. Check the History, how many actions are listed? ________________

13. Save the work item

14. Complete and Process

15. Search Completed Work for this work item

16. View as a PDF

17. Close


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Templates

Templates are special types of work items with unique workflows for approval and

completion. Each template presents a customized screen for entering the particular

information needed for processing. Templates are limited to certain users with specific

permissions or roles. Template work items will be grouped in tiles in the Inbox by work

type.

If you need access to create or approve a specific template, please contact your next

level supervisor to coordinate with LWC IT Operations.

Adjustment

This template is used when it is necessary to do the following

adjust the contributions, interest and/or penalty applied to an employers account

adjust the current total wages, excess wages and taxable wages

transfer quarterly wages and payment data

Collections Refund Authorization

A template used to process a refund to a claimant who has overpaid a benefit

overpayment account or penalty account or both.

Employer Refund

Employer Refund template is used to process a refund to an employer who has a creditdue on an account.

Employer Waiver

This template is used to process a request for waiver of penalty and/or interest charges

on an employer account and process the waiver when it results in the removal of

penalty and/or interest.

Investigation Recommendation

This is created when a BPC investigator has completed an Investigation Request. If the

claimant is found to be over or under paid, the case is forwarded to a BPC specialist toestablish the overpayment of a UI benefit claim and generate a notice of overpayment

to the claimant or submit a supplemental pay order request for an underpayment.

Investigation Request

An Investigation Request will be created to process an investigation when a

discrepancy occurs during the processing of LDOL-ES 75B-1or LDOL-ES 75B-2 (Fraud


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/ UI Overpayment Audit (Crossmatch) or referrals of possible overpayment of UI

benefits are received from other sources.

Monetary Reconsideration

If the claimant requests a monetary reconsideration of the claim because of missing

wages in the base period, the Monetary Reconsideration template is used by auditorsand status to review and verify wages.

Supplemental Pay Order

Supplemental Pay Order template is used to create a request to process partial

payment of benefits for previous weeks paid.


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Facilitation

Subject matter experts (SMEs) will be facilitating training sessions on features of UI

Connect. This module will discuss best practices for training technical content.

Functions:

List best practices to facilitate a technical training session

Transfer transactional processing understanding to workplace performance

Review participant materials (user guide, examples, practice activities, quick

reference guide, evaluation form)

Chunking of content (90/20/8 rule)

o Adults can listen with attention for about 90 minutes before needing a

break

o Adults can listen with retention for about 20 minutes unless the pace is

changed. Consider utilizing discussion groups, hands on activities and

other methods to increase retention

o Adults need to be involved in the content at least every 8 minutes

Facilitation Considerations:

Start on time

Allow for Breaks every 90 minutes

Set a timer for breaks and lunch

Establish training expectations. This class will focus on the UI Connectapplication, not the business rules, policies and procedures (parking lot)

Create a flip chart labeled Parking Lot to record questions and comments to be

addressed later

Create a flip chart with participants ground rules:

o Food & Drink allowed (or not) at the computer work stations

o Questions related to the application are welcome

o Stories about unique situations need to be tabled unless time permits

o Fragrance free zone

o Silence cell phones

o Look at neighbors screen but caution to see if they are correct

o Start, End and Break Times Please be on time

Request participants complete example activities along with instructor WATCH,

DO, ASK (follow on screen actions)

Resist the temptation to touch users keyboard or mouse. Coach them to return

to the location of the class


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To manage difficult participants (ask lots of questions, late from break, etc), ask

to speak to the individual privately.

Walk around while facilitating activities. MOVE! Participants need your help and

energy.

Training Roles:

Person One (Facilitator) Lead Trainer will Guide through activities and walk

around

Person Two (Driver) Sit at the instructor PC and follow Person One so that

participants will be able to follow the process visually on the screen

Person Three (Tech support) walk around to help participants

Participants share the responsibility to learn, to utilize this application, to perform

job functions, and TEACH others


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Index

Acronyms, 6

Actions, 26Attachments, 23Business Rules, 12Call Routing Request, 25Comments, 20Complete, 26Contents, 22Conversation, 56Conversations, 24Create Ad Hoc Work Item, 61Create Appeal Work Item, 58Create Benefits Work Item, 53Create Tax Work Item, 57Create Work Item, 52Date Due, 20Edit Results, 45Escalate, 27Facilitation, 66FAX, 47File Net Viewer, 44Filter, 14Forward to Other BU, 27History, 26, 49Home, 19Images, 37Inbox, 12Keyboard, 10Launch Work Flow, 50Linked Completed Work Items, 23

Lock, 15

Logoff, 10Logon, 9Mouse, 9Navigation, 9PDF, 36, 46Reassign, 27Related Work Items, 23Reminders, 13, 21Reserve, 19, 26Response To Escalation, 28Save, 26Search Active Work Results, 30Search Completed Work, 32Search Completed Work Results, 34Search Images, 38Search Results, 43Self assign, 27Self-assign Related Work Items, 24, 27Status, 12Supporting Images, 23Team Leader Actions, 27Templates, 64Types, 12UnAssign, 28UnReserve, 19, 27View All, 13Work Item Types, 52Workflow History, 34