eCase Help :: Onboarding Support Requirements

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Onboarding Support Information

There are a number of items that are required for supporting you when you move onto eCase or introduce a new case type to eCase. Please communicate with the ECO team to provide this information prior to go live.

Item	Benefit
Email Domains Are there any additional email domains that will use eCase?	Allows access to eCase for users with those email domains
Release notes Please provide the email addresses for contacts who wish to receive release notes. We recommend providing more than one contact person in case of absences. These users can review the release notes and communicate changes internally. Team mailboxes can be provided.	Recipients will receive the release notes following our regular two-week updates in order to maintain up to date knowledge of any new features and enhancements to eCase. They will be the key people to communicate this information to the rest of the team using eCase.
Undelivered emails Please provide the email addresses for contacts who wish to receive daily notifications for undelivered emails. This can be individual or team mailboxes.	A daily notification will be sent to this list of contacts for all undelivered emails for the day before. Case Owners will also receive a notification directly however this daily notification allows key users to follow up and ensure all emails have been received.
Major P1/P2 incidents Please provide the email addresses for contacts that should be contacted in the event of a major P1/P2 incident. We recommend providing more than one contact person in case of absences. These users can circulate messages internally regarding any issues.	Ensure key users are notified about any major incidents
Service report Please provide the email addresses for contacts who need to receive the regular service reports providing a snapshot into Support Tickets.	Ensure key users are aware of what has previously been raised to Support, by whom and the priorities of the tickets

Onboarding eCase