Creating Cases from emails
When you select Create Case, the Workspace Selector form opens so that you can connect the case to a Workspace.
Cases created from an external mailbox show the Communication Method as Email Add In and is read-only.
To create a case:
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From the Post To ClientSpace page, in Links, click Create Case.
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The Select Workspace form appears in the right pane.
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If the FROM address is the same as the ClientSpace email address, it is not used to determine the Workspace. Instead, the first TO address is used to determine the Workspace. |
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If the FROM address is DIFFERENT from the ClientSpace email address, the Workspace defaults to the Workspace of the email sender (the FROM address). |
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The email address is compared to all employee email addresses (both Personal and Work email) in the system and tries to match the email. If a match is found, the Workspace associated with that employee is used. If multiple instances of the employee email (Personal and Work) exist, the most recently changed instance is used. If the From email is not recognized, then you can select a Workspace of your choice. |
The Case Add form opens. Fields are populated based on your Create Case module configuration. From here, you can manage the case as usual.
You are returned to the Post To ClientSpace page. In the right pane, the message "Case #nnnn successfully created!" appears.
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From here, you can click Open Case to view the newly added case. |
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On the Post To ClientSpace page, when ready, click Close. |
The Select Workspace form closes.
For more information about creating cases or tasks from Outlook, see Creating Activities, Cases, Tasks, and Claim Notes from Outlook.