Create a case template

You can create a case that can be used as a template for adding meta data to new recipient cases that are created automatically by the Mass dispatch process. The meta data that you specify in the case template will be applied by default to new recipient cases unless the same meta data are specified in the Cases sheet in the recipient list. Then the values from the Cases sheet will be applied to the new cases. For example, if you have specified a case state for specific cases in the Cases sheet and a different case state is specified in the case template, the case state from the Cases sheet will be applied to the new recipient cases.

Meta data that will always be applied to the recipient cases:

• The case title and case group that you select on the Recipient cases tab in the Start mass dispatch dialog box when you start a mass dispatch will always be applied to the new recipient cases. See step 10 in Start a mass dispatch.
• The access codes that are specified on the template case. You must specify access codes in the template case and not in the Cases sheet.

Create a case template

1. Create a case and fill in the fields with the values that you want to be added to the new recipient cases that are created by the Mass dispatch process
2. Make sure that the Retention code field is filled in.
3. In the Case group field, select TEMPLATES, Template case group to make the template case available for selection in the Case template field on the Recipient cases tab in the Start mass dispatch dialog box.
4. Save the case.