Configuring the Outlook add-in module for Create

Through the Outlook add-in, you can create new cases, tasks and claim notes directly from your email Inbox. You can indicate the fields that will be auto-filled and the information from the email to fill them. This topic walks you through configuring the Create Case, Create Task and Create Claim Notes modules for the Outlook add-in.

The Outlook add-in uses a system module when creating a new case, task or claim note directly from the add-in. You must be a global admin to perform this configuration. Additionally, your global admin can configure a Create module for creating any workspace dataform from the Email add-in, such as Create WC Claim.

To configure the Outlook add-in modules:

1. Go to System Admin > Modules.

The Modules dashboard opens.

2. In the Search box, filter the Modules list by typing Outlook.

Modules that apply to Outlook are displayed. The three relevant modules are Create Case, Create Task, and Create Claim Notes.

3. Open Create Case.

The Module Details form for Create Case opens.

4. Complete the form (referring to the field definitions table near the end of this topic as needed) and click Save.
5. Open Create Task.
The Module Details form for Create Task opens.

6. Complete the form (referring to the field definitions table near the end of this topic as needed) and click Save.
7. Open Create Claim Notes.
The Module Details form for Create Claim Notes opens.

8. Complete the form (referring to the field definitions table below as needed) and click Save.
Name

Defaults to Create Case, Create Task or Create Claim Notes depending on your selection.
Category

Defaults to Outlook.
Description
• For Create Task, defaults to Create a Task from the email client Add-In.
• For Create Case, defaults to Create a Client Service Case from the email client Add-In.
• For Create Claim Notes, defaults to Create Claim Notes.
Target Will this open in a new window or in the main view? The add-in opens a new instance of the system, so this is set to Main Window, ensuring the case or task is opened normally (within the page frame).
Type

Defaults to Outlook.
Url

This is used by the Outlook add-in to find the appropriate code path when generating a new dataform or task. This field is pre-configured and should not be altered, or unexpected behavior occurs.
Email Addin Configuration

This field enables the global admin to selectively fill fields in the newly created case, task, or claims note using data from the selected email. Pair case, task or claim notes fields with email fields. Separate the pairings with a semi-colon, no spaces between them, and no ending semicolon.

Example format for a Task: Case/TaskField=EmailField

Example format for a Case: Subject=Subject;CaseInfo=Body;EmailAddress=Sender;z_ClientReportDate=DateSent

Example format for a Claim Note: Notes=Body;Subject=Subject;DateCreate=DateSent

The second example above is for a case. The following information will be brought in: 

• Subject of the case is filled with the Subject line in the email.
• CaseInfo of the case is filled with the Body of the email.
• Email Address on the case is filled with the From address on the email.
• The custom Client Report Date field is filled with the DateSent of the email.

Available fields retrieved from the email are:

• DateSent: mailboxItem.dateSent
• Subject: mailboxItem.subject
• Body: mailboxItem.body
• Sender: mailboxItem.from
• Recipient: mailboxItem.to

 

Additional Optional Parameters: 

  • Show EMBActivity: You can also add the ShowEMBActivity parameter to this field (for cases and tasks only). The ShowEMBActivity parameter exposes the Add Email as Activity check box when a user creates a client service case, task, or claim note.

The following graphic illustrates the check box option that the system displays for a new case or task when using the ShowEMBActivity parameter.

  • HTMLBody: The HTMLBody formatting parameter can be added to any Outlook Add-In module as long as it is mapped to an Editor field. When the parameter is correctly mapped to an Editor field, HTML formatting in the original Outlook email body text is applied to the imported email body text in ClientSpace. To configure the option, enter <NameOfEditorField>=HTMLBody as shown in the example image below:
9. Click Save.

For Create Case, Create Task, or Create Claim Note functionality to appear in the add-in, the respective module must be active in System Admin > Modules.

To add custom Outlook modules:

1. Go to System Admin > Modules.

The Modules dashboard opens.

2. Click Add.

The Module Details form opens.

Name

Enter a name that fits your new module. Example: Create WC Claim.

Category

Select Outlook.

Description

Enter a description of the new module.

Target

Will this open in a new window or in the main view? The add-in opens a new instance of the system, so this is set to Main Window, ensuring the case or task is opened normally (within the page frame).

Type

Select Outlook.

Url

This is used by the Outlook add-in to find the appropriate code path when generating a new dataform or task.

For a new module, such as Create WC Claim, type ~/api/MailService/Create/gen_CompClaim.
3. Click Save.