Email Case Communication

Usage:

Email Case Communications allows users to send a case-related email directly from a case grid. This is useful when a lab needs to quickly send case details, status information, shipping information, or other case-specific messages to a customer.

Before using Case Communications, make sure the following items are set up:

•The customer record has an email address. The feature uses the customer’s email as the default recipient.

•The user sending the message has an email address configured. If available, the message will use the logged-in user’s name and email as the sender.

•A Case Communication email template is configured for the lab, or Case Communication templates have been added to the CaseCommunication document repository.

Using Case Communications

1.Open the case grid that contains the case you want to email about.

2.Right-click the case.

3.Select Send Case Communications.

4.If Case Communication templates are available, the Select Case Communication Template window opens.

5.Select the template you want to use.

6.Click Select.

7.The Send Email window opens with the selected template loaded.

8.Review the recipient, subject, message body, merge fields, CC recipients, and attachments.

9.Click Send.

Navigation 1: Customer > 4.Cases tab > Select a Case > Right Click on it > Email Case Communication

Navigation 2: Case Finder > Select a Case > Right Click on it > Email Case Communication

V15 - E-mail Case Comunication navigation

Email Case Communication navigation

Following the navigation path, Compose, Send, View Email form will display. Please read this topic for more info about how to send e-mails.

V15 - E-mail Case Comunication - Form

Compose, Send, View Email form

Template Selection

With the template selection feature, users can choose which Case Communication template to use before the email is created. Labs can create this folder in the Email Templates menu. It will need to be labeled "CaseCommunication" and have lab specific email templates in it for the feature to be activated.

If templates exist in the "CaseCommunication" repository, the system opens the Select Case Communication Template window. Users can select an .eml template from the list. The selected template is then loaded into the Send Email window.

V15 - E-mail Case Comunication Selection

Important Note: If no repository templates are available, the system falls back to the previous behavior and uses the lab’s Case Communication template set in Lab Settings.

What Happens When the Email Is Sent

When the user sends the Case Communication email, the system creates an email record linked to the case. The email is saved with the case as the related record and is marked for web display.