Handling receipt of messages on closed cases
In some situations, the e-Boks message handler service workflow may require updating closed cases.
There are three case scenarios depending on which type of case the messages can be saved on.
- The default case. The case that is specified in the DefaultCaseNo parameter.
- The case that is mapped to a specific subunit's mailbox to receive unsolicited messages. See Handle e-Boks messages sent to subunits.
- The case to which replies to a specific e-Boks message are saved. If the message is a reply, the message is saved on the same case that the original SmartPost message was sent from.
If any of these cases are closed, the service workflow will act differently depending on whether corporate access codes exist.
No corporate access codes
- In scenario 1 and 2, the respective case is reopened and the messages are saved. The case will stay open.
- In scenario 3, the message is saved on the default case (1).
Corporate access codes
- In scenario 1 and 2, the case is reopened and the messages are stored on the case. The case will remain open.
- In scenario 3, the bundled case mapped to the authority's mailbox is looked up and the message is saved on this case.
- If there is no mapping found for the subunit, the message is saved on the default case (1).
WorkZone identifies the authority's bundled case based on the file key (FileKey) from the case that the original message was sent from. The authority on the case is identified, and if a bundled case exists for the authority, the message will be saved on this case.
Create a bundled case for the authority by mapping the authority's mailbox to a case, and selecting the authority as responsible unit. See Map e-Boks mailboxes to cases.
