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How to create a case using email scraping

If a request is sent via email, a quick way to create a new case is to forward the email to new.case@your-eCase, where you will change the 'your-eCase' with the name of your eCase domain, for example new.case@organisation.ecase.co.uk or new.case@organisation.ecase.gov.uk.

TIP If you send the email from your own eCase email address, the case will appear in your Workbasket.

To create a case using the email details, follow the steps below.

1. Sign into eCase. Refer to the How to Sign into eCase section.
2. In your Workbasket, a case will appear with the following descriptions.
   
   
   
   

   Field	Description
   Case Ref	Not yet allocated
   Case Type/ Case Title	Email Correspondence / Subject of the correspondents email
   Correspondent	No information entered
   Status / Due Date	The case is in a draft format
   Information	Create Case. The name of the person who forwarded in the email, the date the email was forwarded into eCase and the time will also be shown.
   Actions	Resume

3. Click on the Resume link in the Actions column. The first time you select the Resume link, the Original email and Case details from email pop up window appears. The left side of the pop-up shows the details from the original email. This is used to check the information extracted from the email prior to the details being pre-populated into the new case. This information is shown on the right side of the pop-up in the Case details from email section.
   
   NOTE if you don't want to use these details to help you create the case, and would prefer to manually enter this information, select the Skip link.
4. In the Case Type field, click on the drop-down arrow to select the case type you would like to create. This is the only required field on this form. All the other fields can be amended or deleted prior to submitting the information to eCase.
5. The Forename and Surname are taken from the name associated to the email account. If they have used a different name to sign off the email and you would like to use these details in eCase rather than the name associated to the email account, delete the information in the Forename and Surname field and type in the new details.
   
   If the Forename and Surname have been transposed, select the arrows next to these fields to switch the names around.
6. Check the Email Address field matches the From field on the original email.
7. The Correspondence Date is taken from the date the email was originally sent to you. If this needs to be changed, select the calendar icon and select the date the original email was received.
8. The Correspondence Description field is pre-populated with the text from the body of the original email. This data can be used in a mail merge field to assist in writing a response document. Review the text adding in additional information or checking for spelling mistakes.
   
   NOTE If the case type you are creating does not have the correspondence description field, this data will not be copied to the case
9. If there are any attachments on the original email, they will appear in the Add attachments to case section. The documents will be automatically selected. If you don't want any of the documents attached to the case, untick the relevant attachment. The documents will be categorised as correspondence documents and saved on the case in the Documents area.
10. Once the fields have been reviewed and you’re happy with the information extracted from the original email, select the Use these details button to copy these details into the new case.
    
    The New Case, case details screen will appear with the Create Case tool bar. Complete the remainder of the Case Details fields as required.