When an inbound email cannot be automatically associated with a case, a Re-Assign Correspondence assignment is created.
Details
This assignment will prompt the user to:
Review the email and locate the case that it pertains to. If a case is located, select “Transfer to Case” from the Correspondence Action drop-down menu and provide the case number of the related case. 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.
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.
If the user is unable to locate the related case, they’ll select “Resolved Internally” from the Correspondence Action drop-down menu and complete the assignment.
