Receive messages from e-Boks

Citizens, companies, and authorities can send messages to your organization from e-Boks. The received messages can either be replies to messages sent from WorkZone or they can be unsolicited messages.

Replies

When SmartPost receives a message from e-Boks, it is checked if the message is a reply to a message that was sent from WorkZone as part of a SmartPost process. If the message is a reply, it is saved as a document on the case that contains the original message along with any supplementary documents.

Unsolicited messages

When SmartPost receives an unsolicited message, the message is saved as a document with possible supplementary documents on a predefined default bundled case.

If subunits such as different authorities or subdivisions in your organization have specific mailboxes in e-Boks, unsolicited messages that are received in these mailboxes will be saved on predefined subunit bundled cases corresponding to each of the subunits' mailboxes.


What happens when a message is saved in WorkZone?

If the received message includes attachments, the attachments become supplementary documents on the document that is created. Meta data are automatically added to the main document and to any supplementary documents as shown in the tables below.

Main document

The main document automatically gets the following meta data:

Field Description

Title

The title of the message specified by the sender in e-Boks.

Document type

The document type is set to Incoming (I) by default.

State

  • If the message is a reply, the document gets the state Archived (ARK).

  • If the message is an unsolicited message, the document gets the state Locked draft (UL).

  • When a reply to a message is saved on a bundle case because the reply case is closed, the document gets the state Locked draft (UL). See What happens if a case is closed?

Origin

The origin of the document is set to DP, DigitalPost by default.

Letter date

The date that e-Boks assigns to the message. This is the date on which the sender sends the message from e-Boks.

 

In addition, the following information is added to the Information tab of the main document:

Information type Information

Answer to case

If the message is a reply to a message, and the case from which the original message was sent cannot be found or is closed, the reply will be saved on a bundled case. This field displays the case number of the case that the original message was sent from.

Shipment Id

A message from e-Boks contains an e-Boks ID that identifies the message. You can use this ID if you want to contact e-Boks about a message.

Digital post source CPR

If the sender is a citizen, the sender's CPR number is saved on the document in the Digital post source CPR information type field.

Digital post source CVR

If the sender is an organization, the sender's CVR number is saved on the document in the Digital post source CVR information type field.

Digital post source

If the sender is an authority that has sent the message by using a sender system without CVR setup, the name of the authority is saved on the document in the Digital post source information type field.

 

Supplementary documents

Any attachments to the message are saved as supplementary documents with the following meta data:

Field Description

Title

The file name of the supplementary document becomes the title of the supplementary document in WorkZone.

Document type

Supplementary documents always get the document type Document.

State

If the message is a reply, the supplementary document gets the state Archived (ARK). If the message is an unsolicited message, the supplementary documents gets the state Locked draft (UL).

Origin

The origin of the document is set to DP (DigitalPost) by default.

 

Parties

If the received message includes sender information such as a CPR number, a CVR number, or a name of an authority, and the contact exists in WorkZone, the sender will be added as a party on the main document.

SmartPost must be configured to add parties automatically. See Configure CPR and CVR in the WorkZone Process Administrator Guide.


What happens if a case is closed?

If a case is closed, WorkZone will try to save a received message on it. By default, SmartPost is configured to allow opening of closed cases but your organization may have turned off this configuration. Depending on the case type and whether your organization uses corporate access codes, the following will happen.

No corporate access codes

Replies

  • If the message is a reply to a message sent from WorkZone, and the corresponding case is closed, the message is saved on the default bundled case. The default bundled case is always open.

Unsolicited messages

  • If the default bundled case or a subunit's bundled case is closed, the case is reopened and the message is saved on it. The case will stay open. This is the default behavior.
  • If your organization has configured WorkZone to not allow reopening of closed cases, the message will be saved on the default bundled case. The default bundled case is always open.

Corporate access codes

Replies

  • If the message is a reply to a message sent from WorkZone, and the corresponding case is closed, the case will be reopened and the message will be saved on it and the case will remain open. This is the default behavior.
  • If your organization has configured WorkZone to not allow reopening of closed cases, the message will be saved on the unit's bundled case. If the unit's bundled case is also closed, it will be saved on the default bundled case. The default bundled case is always open.

    • WorkZone identifies the authority's bundled case based on a unique identifier in the received message. The identifier refers to the case from which the original message was sent. WorkZone determines the authority based on the user who created the case and the authority that this user belongs to. The reply is saved on the authority's bundled case. If the authority's bundled case is not found, the message is saved on the default bundled case.

Unsolicited messages

  • If a subunit's bundled case is closed, the case is reopened and the message is saved on it. The case will stay open. This is the default behavior.
  • If your organization may have configured WorkZone to not allow reopening of closed cases. In this case, the message will be saved on the default bundled case. The default bundled case is always open.

Note: Your organization may have mapped specific authorities to each of their bundled case. An authority can only be mapped to one bundled case. See Handling receipt of messages on closed cases in the WorkZone Process Administrator Guide.