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How to process a webform submission
When a webform appears in the submissions queue, a member of your team will need to review the request and process as required. The case will appear in the queue if there isn't an automation rule set that will allow eCase to allocate the case to a team, or the member of the public has provided a postal address only.
To view and process the webform submissions in the queue, the user will need the Manage webform submissions privilege on their user account.
To process a submission, follow the steps:
- Go to the Webform Submissions queue by selecting the Webform submissions link on the Workbasket or go to the More menu and select the Webform Submissions link under the Management section.
- If required, filter the queue to match the criteria you require.
- Select the date of the submission to expand and view the details.
- At the bottom of the form, there are two buttons. Create case and Reject.
If you want to... Then... Create a case Select the Create case button.
Automation Rule Then... If an automation rule exists to assign the case to a team. An open case will be created and you will receive a banner to say that a new case was successfully opened. 
If an automation rule doesn't exist. You will receive a message that a new case has been opened, but there are errors. 
As the user processing the submission, the case will be allocated to you. It will appear in your Workbasket at the Awaiting Allocation stage for you to manually allocate the case to a team.
To rectify, review the automation rules and ensure there is at least one team where each case type can be sent.
If an automation rule exists to allocate to a team and you have your webform configured to assign cases to hub coordinators, but you have no users at that team with the manage a hub privilege You will receive a message that a new case has been opened, but there are errors.
As the user processing the submission, the case will be allocated to you. It will appear in your Workbasket at the Awaiting Allocation stage for you to manually allocate the case to a team.
To rectify, add a user with the Manage a hub privilege at that team level. If you do not want to use hub coordinators, eCase can be set to have the awaiting allocation cases visible at team level. This means that any user with the Manage Cases Awaiting Allocation privilege at that team level will only see their teams cases and not all awaiting allocation cases.Reject a case Then select the Reject button.
You will receive a message that the submission has been rejected.
NOTE the submission will stay in the Webform Submissions queue until you refresh the page. So that if you make a mistake rejecting a case, you can use the undo the rejection link on the rejection banner to restore it to the queue.
Once the Webform Submissions queue has been refreshed, you can view the rejected submissions by selecting the Show Processed Submissions link. Select the date of the submission to expand the details, then select the undo this... link on the rejection banner to restore the submission to the queue.