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How to update a Fast Track case

There are a few mandatory fields that need to be entered onto the Fast Track cases prior to the case being closed. This will depend on the case type chosen. Mandatory fields can include: Case Subject, Group/Team, Case Type, Correspondence Origin and Key Terms. All the other fields have been entered from the email that has been sent into eCase, but can be changed if required.

NOTE If the person’s name is not included on the opening line of an email response, you will see a warning message on the Fast Track screen for that email telling you that the name could not be identified and to add it manually.

1. Use the case criteria to set the values for each case. You can choose one or more fields to update on one case or multiple cases.
   
   NOTE if a case has data entered in a field, you can change the data, for example you can change the Correspondence Date.
2. In the Apply To field, click on the drop down arrow and select whether you would like to update Allcases or Selected cases. If you choose Selected cases, move down to the case section and place a tick in the Select tick box next to each case you would like to update.
3. Click on the Apply button. A message appears stating that the case/s have been updated. Repeat Steps 1- 3 until all the data has been updated. Click on the Clear link to clear the case criteria before selecting more data to update.
4. Once the data is updated, you can close the case.
   
   - Close Selected – choose which of the Fast Track cases you would like to close by placing a tick in the Select tick box. Then, click on the Close Selected button. The cases are now closed and the email list is refreshed.
   
   - Close All – click on the Close All button if you would like to close the cases together. If some of the data is not updated on a case and you select to close it, you will receive a message to say ‘You must enter this item’. Use the Fast Track screen to update the required data and then close the case.
   
   NOTE The Response Date is entered by eCase as the date the case was received as a Fast Track case.