eCase Help :: Email Templates

Email Templates

Email templates are used for creating standard emails that will be sent from eCase internally to other member of the team, for example when a case has been assigned to you, or externally when you require more information from the correspondent, like clarification of the request. The email templates can use mail merge fields.

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There are a number of email template categories that are available for you to use.

Email Template Category	Tab	Description
Bulk Cases Assignment	Allocation	Used for sending an email when reassigning multiple cases to an individual team member. NOTE only the default template will be used.
Case Acknowledgement	Acknowledgement	Used for sending an acknowledgement email to the correspondent once the case has been received and logged onto eCase.
Case Acknowledgement - Webform Cases	Acknowledgement	Used by eCase Automate when sending an acknowledgement for a request that has been received via eCase Capture.
Case Assignment Notification	Allocation	*Automated.* Used to notify a user that they have been assigned a case. NOTE if more than one template exists, only the default is currently used.
Case Response	Responses	Used when responding to a correspondent of the case.
Case Watching Notification	Workflow	*Automated.* Used for notifying a case watcher of an update to the case. NOTE only the default template will be used.
Clarification Needed	Acknowledgement	Used for sending an email when asking the correspondent for clarification.
Contributions - Chase Response	Contributions	This email template is used for sending a chaser email to a contributor. When you click on the Chase response button on a contribution, a standard email template will appear. If you have multiple email templates in this category, then the Email Template field will become available for you to choose the right one.
Contributions – Request for Draft	Contributions	Used when asking someone to provide a contribution draft response to a case.
Contributions – Request for Information	Contributions	Used when asking someone for contribution information to support a response that is being drafted for a case.
Contributions - Transfer in Requests	Contributions	These templates will be used when initiating a transfer in request via a contribution request.
Contributions - Transfer Out Requests	Contributions	These templates will be used when initiating a transfer out request via a contribution request.
CRU Referral - workflow	Workflow	Used when sending an email to the Central Referral Unit.
Extension Notification	Workflow	Used when sending an email to the correspondent to inform them of a change in the target date
Feedback Sent Email Notification	Allocation	Used to notify specific users that feedback has been received for a case.
Fee Notice	Workflow	Used when sending a fee notice once a case has been logged.
Hub Coordinator Case Assignment Notification	Allocation	Used for notifying a hub coordinator that they have been assigned a case. NOTE only the default template will be used.
Notification - Case Sent to Private Office	Workflow	Email sent to the Parliamentary team when a case is sent to a Private Office. NOTE only the default template will be used.
QA - Chase Response	QAs	Use this email template to create additional QA chaser email templates. When you click on the Chase response button on a Quality Assurance request, a standard email template will appear. If you have multiple email templates in this category, then the Email Template field will become available for you to choose the right one.
QA Reassignment	QAs	Used for notifying the case owner and previous assignee that a QA for the case has been reassigned. To use this function, the QA recipient has to be a user on eCase.
Quality Assurance	QAs	Used when requesting a QA of a case.
Response Sent - Escalation Notification	Responses	Notify the last drafter from the lower case type in the escalation pathway that a response has been sent.
Task Assigned	Tasks	Used for notifying the task assignee that the task has been allocated to them.
Task Chaser	Tasks	Used for notifying the task assignee of the task and its due date.
Task Completed	Tasks	This email automatically sends and is used for notifying the case owner that a task has been completed.
Task Extended	Tasks	Used for notifying the task assignee that the task has been extended.
Task Reassigned	Tasks	This email automatically sends and is used for notifying the previous task assignee that a task has been reassigned to someone else.
Task Withdrawn	Tasks	Used for notifying the task assignee that the task has been withdrawn.
Unassigned Workflow Notification	Allocation	Used for notifying someone that a case is in their workbasket as a result of a workflow change without assignment. NOTE only the default template will be used.

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