Complete an Item

Transition an Item into the Complete status when work on it has been finished.

Who can complete an Item?

You can gain access to complete an Item through either your Team Role on the Item or your System Role permissions. Which Team Roles and permissions allow someone to complete an Item depends on the Item's Team Type. 

In the following sections, we will outline which users can complete an Item for each of the four Team Types. 

Standard Team

If the Resolution is enabled on an Item with the Standard Team Type, the following users can complete the Item:

• Users with the "Assign" permission in the Item's Location(s). 
• Users with the Responsible or Assigner Team Role on the Item. 

If the Resolution is not enabled on an Item with the Standard Team Type, the following users can complete the Item:

• Users with the "Assign" permission in the Item's Location(s). 
• Users with the Responsible or Assigner Team Role on the Item. 

Simple Team

If the Resolution is enabled on an Item with the Simple Team Type, the following users can complete the Item:

• Users with the Assigner Team Role. 

If the Resolution is not enabled on an Item with the Simple Team Type, the following users can complete the Item:

• Users with any Team Role on the Item except for Follower
• Users with the "Edit" permission in the Item's Location(s). 

Advanced Team

The following users can complete an Item with the Advanced Team Type:

• Users with the "Edit" permission in the Item's Location(s). 
• Users with the Facilitator Team Role on the Item. 

Author-Only Team

The following users can complete an Item with the Author-Only Team Type: 

• Users with the "Edit" permission in the Item's Location(s). 
• Users with the Author Team Role on the Item. 

Complete an Item

To complete an Item, open the Item with which you want to work, then:

• Click the Item's status indicator.

• Click Complete in the resulting drop-down menu.
  • If the Item does not have Resolutions enabled, the "Complete" window will open.
    • Comment: Enter any necessary information about why and how this Item is being completed. This text will be added to the Item as a comment.
    • Click Complete.
      • If any Milestones are blocking the completion of the Item, a "Milestone Approval" window will open. Click here for more information on dealing with these Milestones.
      • Otherwise, the Item will become Complete and a completed date will be added.

• • If the Item has Resolutions enabled, the "Resolution" window will open. The following information can now be entered:

• • • Fields and Attributes
    • The "Change" question
    • Impact Types and “No Change” reasons
    • Qualitative Impact Types
    • Quantitative Impact Types
    • Should credit be split for this impact?
    • Should this Item be reviewed in the future?
    • Investment
    • Submit the Resolution or complete the Item
    • Submit or approve any Milestones blocking the completion of this Item

Fields and Attributes

Depending on this Item's configuration, various optional and required fields and Attributes may be shown on the Resolution screen. Fill them out as necessary.

Additional fields and Attributes may be made available by clicking the Details heading near the bottom of the Resolution screen.

The “Change” question

By default, this question reads “Did this result in a change?” with “Yes” and “No” listed as its options, but that text and the available options may have been customized by your organization. Your organization may even have configured a third option to appear here.

Click the radio button next to the correct response to indicate whether or not the Item did or did not result in any sort of measurable change(s).

Impact Types and “No Change” reasons

If you indicated that this Item did not result in a change or selected your organization's third option, a list of reasons will appear. Check the box next to any reason(s) you want to list in the Resolution.

If you indicated that this Item did result in a change, a list of Impact Types will appear. Check the box next to any Impact(s) you want to list in the Resolution. Depending on the type of Impact and on your organization’s settings, you will be prompted to enter certain additional information as described below.

Qualitative Impact Types

Depending on the Item's configuration, you may or may not be prompted to provide any of the following information when selecting one of these impacts:

• How would you classify this: Click either the Minor, Moderate, or Significant radio button to decide on the impact's classification.
• Click Log Occurrences to reveal additional fields which you can use to provide more information, including:
  
  • How often do you believe this has happened in the past?: Check the box next to “Unknown” if you don’t know how many times this has happened. Otherwise, fill in the number of times it has happened and with what frequency.
  • How often do you believe this could happen in the future?: Check the box next to “Unknown” if you don’t know how many times this might happen in the future. Otherwise, fill in the number of times it could happen and with what frequency.
  • Has this decreased the chance of this happening again?: Choose either Yes, No, or Unknown.
• Impact Locations: Use this field to search for and select any Locations which will benefit from the work done on this Item.
  
  Depending on how your organization has configured this Impact Type, you may only be able to choose between the Item's Responsible Location and any Locations nested under it.
• Notes: Enter any additional information about this particular impact.

Quantitative Impact Types

When you select a quantitative Impact Type, click the Add Amount button that appears beneath it. In the resulting window:

• Summary:  Enter the name of this impact. (This option will only appear for certain Impact Types, such as Cost Savings and Revenue Generation.)
• Specify the specific person or unit impacted.
  
  • If you're recording a Time Savings impact:
    • Person: Select the type of person whose time was saved, then specify how many of those people were affected in the How Many field.
      
      If you don't know the type of person who was affected, check the Unknown Person checkbox instead.
  • If you're recording any other quantitative Impact Type, use the drop-down labeled with that Impact Type's description to select the specific unit that was impacted.
• Depending on how your organization has configured this Impact Type, you may be able to choose between several options to specify the frequency with which this impact will occur. Click the appropriate radio button to make your selection.
  • One-Time: Select this option if this impact occurred once. You’ll be prompted to enter the amount in the Amount field and, if entering a Time Savings impact, specify the unit of time.
  • Recurring: Select this option if this impact will repeat. You’ll be prompted to enter the amount in the Amount field, specify how often it will recur, and, if entering a Time Savings impact, specify the unit of time.
  • Range: Select this option if this impact will recur over a set time period. You’ll be prompted to enter the amount in the Amount field and specify a start and end date.
  • Custom: Select this option if the impact will occur irregularly over a set time period. Clicking this option will open a “Custom Schedule” page in which you can specify the impact of each month.
    • Click Add Year to add a year to the schedule.
    • Click inside each year/month intersection to add a data point.
    • Click Save when you're finished entering data.
  • Unknown Amount: Select this option if you’re not sure of the impact.
• Realized Date: Enter the date on which the impact was realized. For recurring impacts, this should be the first date on which the impact was realized. (The presence of this option is dependent on how your organization has configured this Impact Type). For more information on realized dates, check out this support article.
• How did you base the above calculation?: Enter any further information about how this impact was calculated.
• Impact Location: Use this field to search for and select any Locations which will benefit from the work done on this Item.
  
  Depending on how your organization has configured this Impact Type, you may only be able to choose between the Item's Responsible Location and any Locations nested under it.
• Your organization may have tied an Attribute to this Impact Type. If so, it will appear on this screen. Select the appropriate Attribute value from its drop-down.
• Click Save to finalize this Impact Type.

Give credit for impact?

This question will only appear if credit splitting has been enabled for this template and you indicated that this Item resulted in a change.

If you don't want to assign credit for this Item, select the No radio button.

If you do want to assign credit, select Yes. The default credit — divided equally between team members — will appear as well as a user search field.

• Use the search field to search for and select any users who should get credit for this Item's impact.
• To remove a user that has already been added to the credit list, hover over their name so that it is highlighted blue and click the x button that appears to its right.
• To change the percentage of credit that a person is getting, click the percentage to the right of their name and enter the correct value. Note that the total of all assigned credit must equal 100%.

Review in the future?

You may be asked to decide when and if this Item should be reviewed.

If you don't want to schedule the Item for review, select the No radio button.

If you do want to schedule the Item for review, select Yes. Additional fields will appear:

• Review On: Enter the date on which this Item should be reviewed.
• Comment: Enter any additional information. The text entered here will be added to the Item as a comment.

Investment

If the Advanced ROI module is enabled for your organization, an “Investment” section may be included on this Resolutions screen. Click the Investment header to open a list of all the Investments that can be added to this Item.

Check the appropriate Investments and log the details as described above.

Submit the Resolution or complete the Item

When you're finished with the Resolution, you can:

• Click Complete to transition the Item to the Complete status and officially close it. This option will only be available if you have permission to finalize and complete the Item.
  
  Once you click Complete:
  • If one or more Milestones are blocking the Item's completion, the "Milestone Approval" window will open.
  • Otherwise, the "Notify" window will open.

• Click Submit for Approval to transition the Item to the Resolution Submitted status and notify the Assigner or Facilitator that their approval is required.
• Click Save if you want to keep the changes you've made to the Resolution without transitioning the Item out of its current status just yet.

Milestone approval

If one or more Milestones are blocking the Item's completion, they will need to be submitted and approved before you can proceed. The "Milestone Approval" window will appear when you try to complete the Item.

The first unapproved Milestone will be listed on this window:

• If the Milestone has not yet been submitted for approval, click Submit for [Milestone name] and the "Milestone Approval" window will refresh. This option will only appear if the Milestone has not yet been submitted and you have permission to submit it.
• If the Milestone has been submitted but still needs to be approved, the Milestone's name will be displayed in blue. Click the Milestone's name and the "Milestones" window will open.
  
  • To approve the Milestone, check the Approved checkbox, then click Save.
• If there is another Milestone blocking the Item's completion, that Milestone will now appear on the "Milestone Approval" window.
• Repeat the above steps until the final Milestone has been approved and appears in green on the "Milestone Approval" window.
• Click Done and the "Notify" window will open.

Choose who should be notified

• Under the "People" header:
  
  • The Team checkbox: When this box is checked, everyone on the Item's Team will be notified.
    
    • In the drop-down to the right of the checkbox (set to "Digest" by default), select Digest if you want the Team to receive this notification as part of their usual daily digest email or Email Now if you want them to receive a separate, immediate email about this notification.
  • Use the Search for Other People  field to search for and select any other people who should be notified.
    
    • Each person you select will be listed below this search field. In the drop-down to the right of their name, select Digest or Email Now as described above.
• Under the "Locations" header:
  • Each of the Item's Locations will be listed. Click the Select All checkbox to select every Location or click the checkbox next to a Location to select it individually.
    • In the first drop-down to the right of each Location (set to "Digest" by default), select Digest if you want everyone in this Location to receive this notification as part of their usual daily digest email or Email Now if you want them to receive a separate, immediate email about this notification.
    • In the second drop-down (set to "Location and Below") by default, select Location and Below if you want everyone in this Location and any Locations nested below it to be notified or Only at this Location if you only want people in this Location to be notified.
    • All Roles: Optionally, expand the drop-down to choose which Roles people in this Location must have in order to receive this notification. If you want everyone in the Location to be notified, leave this field blank.
  • Use the Search for Other Locations field to search for and select any other Locations in which people should be notified.
    
    • Each Location you select will be listed below this search field. Use the drop-downs to the right of each one to further detail how and to whom the notification should be sent, as described above.
• Click Complete. The Item will be completed and a notification will be sent to everyone you chose.