Re-Assign Correspondence

Description	When an inbound email cannot be automatically associated with a case, a Re-Assign Correspondence assignment is created.
Assignment Group	Daily Maintenance

Overview

When an email is received, the system will scan the email for a case number. If a case number is found, the system will attempt to attach the email to that case. If the case is locked when the email is received, the system will re-attempt to attach the email to the case 3 times at 15-minute intervals. If it is still unsuccessful, or no case number is found, a Re-Assign Correspondence assignment is created and a user must manually associate the email with the appropriate case.

How-To

Step 1: Review the email and locate the case that it pertains to

Step 2: If a case is located, take the following actions

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Select Transfer to Case from the Correspondence Action drop-down menu and provide the case number of the related case, then click the Apply and Process Actions buttons. This action will associate the email with the provided case and generate a Read New Correspondence assignment on that case to prompt a user to review.

Step 3: If the user is unable to locate the related case, take the following actions

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Select Resolved Internally from the Correspondence Action drop-down menu, then click the Apply and Process Actions buttons.