Work with emails in WorkZone

In the WorkZone pane in Microsoft Outlook, you can edit email information for your sent or received emails saved to WorkZone.

• You can save your sent and received emails to WorkZone on new or already existing cases.
• Emails are saved to WorkZone as .eml files. Email attachments are saved in their corresponding format (.doc or .docx files for Word documents, .xlsx or .xls for Excel documents, and so on).
• You can change metadata information for emails saved to WorkZone (edit the needed fields in the WorkZone pane, and click Save).
• Emails and their attachments will share the same metadata. If you need to have different metadata for an email and its attachment, you can change the needed metadata fields inWorkZone Client.
• Before an email is saved to WorkZone for the first time, you can select its State as Archived – ARK or Locked document – UL.
  • Locked document – UL. The email state can be changed to Archived – ARK.
  • Archived – ARK. The email state cannot be changed.
• The Document type field will be automatically set to I, Incoming, except for the following scenarios:
• If sender is the current user, the Document type will be set to O, Outgoing.
• If sender's email is directly in the To or Cc fields, the Document type will be left empty.
• If the email is located in a shared mailbox, the Document type will be left empty.

Configure WorkZone pane

See Configure Documents tab of the WorkZone pane.

Send WorkZone documents as email attachments

When creating emails in Outlook, you can attach to them one or more of the WorkZone documents. You can do that in two ways:

• Copy the needed documents to your clipboard in WorkZone Client, and then attach them when creating a new email in Outlook. See Attach WorkZone documents from clipboard in WorkZone Client.
• Search for the needed documents directly from the WorkZone pane in Outlook, and then attach them to your new email. See Search and attach WorkZone documents from an email.

Attach WorkZone documents from clipboard in WorkZone Client

1. In WorkZone Client, select one or more documents and click Share > Copy to clipboard on the ribbon.
2. Create a new Outlook email.
3. Open the WorkZone pane and click WorkZone > Attach from clipboard.
4. From your clipboard, select the needed documents.
Tip: Click to open your WorkZone clipboard in a larger view with more metadata information about the documents.
5. Click Attach, and select relevant option from the droplist:
   • Links
   • Documents
   • PDF documents (this option is available only for PDF documents)

   Documents will be added to your email according to the selected option.

Search and attach WorkZone documents from an email

1. Create a new Outlook email.
2. Open the WorkZone pane and click WorkZone > Search documents.
3. On the Document search pane, enter your search criteria in relevant field:
   • Free text
   • Search in (select the needed value from a droplist)
   • Document number
   • Case handler (select the needed value from a droplist)
   • Title
   • Case number
   Tip: Click to open the Document search pane in a larger view.
4. Click Search.
5. From the search results, select one or more documents, click Attach, and select relevant option from the droplist:
   • Links
   • Documents
   • PDF documents (this option is available only for PDF documents)

   Documents will be added to your email according to the selected option.

Save an email and its attachments as individual documents in WorkZone

When you save an email with attachments (attached files or embedded files) to a case in WorkZone, you can save the email message and its attachments as individual documents on the selected case. The email message will always be saved as a main document. For email attachments, you can choose to save them either as main documents, or as supplementary documents to the main document that was created from the email message.

• When you open the WorkZone pane, all attachments of an opened email are automatically displayed on the Attachments tab. Image files can be previewed by hovering the mouse over them.
• The metadata (letter date, document type, classification, etc.) will be the same for the email and all of its attachments.
• If you have saved only some of the attachments, you can return and save the remaining attachments to the same case later.
• You can save an already saved email (or email attachment) as a new document on another WorkZone case, with or without editing its details.

1. Open an Outlook email with attachments that you want to save.
2. Open the WorkZone pane.
3. On the Attachments tab, select the attachments that you want to save.
   • If the email contains the embedded objects inserted into the email body and regular attachments, the Attachments tab will have two lists: Embedded files and Attachments. This is to make it easier skipping embedded elements, such as logos, graphical signatures and so on. The total number of items in each list will be displayed in "()", for example, "Embedded files (3)".
   Tip:
   • Click the check box next to Embedded files or Attachments to select all of the items in that list.
   • Hover the mouse over an image file to preview it.
   • The Embedded files list is collapsed by default. Click to expand it.

4. Select how to save the selected attachments:

   • Click Save as main documents to save all selected attachments as individual main documents on a case.

   -Or-

   • Leave the Save as main documents option disabled to save the selected attachments as individual supplementary documents on the main document for the email itself.
5. On the Document tab, fill in the required WorkZone metadata information for your email and selected attachments.
   • By default, all attachments will be saved with the same metadata information as the email itself. To save the attachments under different metadata:
   1. Select the needed attachment(s) and click to expand the metadata fields.
   Tip:

   Click the check box next to Embedded files or Attachments to select all items in that list.

   2. Edit the metadata fields as needed.
      Note: If you change the Case field value, the Classification value will be automatically changed to the classification of the selected case (if the case has no classification, the default document classification code defined for your organization in WorkZone Configurator will be used instead. And if the default document classification code is not defined - the classification of your Desktop case will be used). You can change it manually, if needed.
6. Click Save. The email and attachments selected in step 3 will be saved in WorkZone as individual main or supplementary documents on the case selected in step 5.
   Tip:

   • To open the saved email or attachment as a document in WorkZone Client, click Go to...>Document in WZ Client or click next to the needed attachment on the WorkZone pane.
   • To open the case with your saved email and attachments, click Go to...>Case in WZ Client.

Save an already saved email on another case

After saving an email, you can save it as a new document on another WorkZone case.

1. Open an Outlook email that you want to save.
2. Open the WorkZone pane.
3. From the Case droplist, select the needed case.
   Tip: Click Only cases this email is saved on to show only cases where this email is already saved.
4. If needed, edit the metadata fields.
5. Click Save.

Save an email on a new case

If you need to save your email on a new WorkZone case, you can create a case directly from Outlook.

1. Open an Outlook email that you want to save.
2. Open the WorkZone pane.
3. From the Case droplist, select Create new case and then select the needed case category.
4. In the Create new case dialog, fill in the mandatory fields.
5. Click Save. The new case is created and automatically selected in the Case field.
6. Click Save.

Categorize emails saved to WorkZone

You can set a dedicated Outlook category for your emails saved to WorkZone, to quickly distinguish between these emails in your mailbox.

This is done in WorkZone Configurator and requires the CONFIGADM access right. See WorkZone Configurator Guide for more information.

1. On the start page of WorkZone Configurator, click 365.
2. Select the Outlook configuration tab.
3. Under Mail category, provide Name and Color for the category with your emails saved to WorkZone.
   • Enable the Mark saved emails option to mark your emails saved to WorkZone with a special category defined in step 3.
4. Apply your changes.

Manage email parties

Email parties are the contacts that relate to the email. The contact's role (for example, Sender or Recipient) defines how the contact relates to the email.

When you open the WorkZone pane, the contacts of an opened email will be automatically added as parties on the Parties tab.

• The email sender will be saved as a party with the Sender role.
• The email recipients on the To and Cc lines of the email will be saved as parties with the Recipient role.
• The recipients on the Bcc line of an email will not be added as email parties.
• You will be notified if an email contact is not found in WorkZone database.
• If there is more than one contact registered with the same email address in the WorkZone database, you will be prompted to select which contact you want to save as a party on that email.

You can add or remove email parties or change their roles at any time using the Parties tab of the WorkZone pane.

1. Use the Add parties search field to add new parties to the email. The parties available in the search are specified for this email in WorkZone Client. You can search parties by name or by email.
   
   Tip:

   • When searching, word order does not matter, but you must enter full words.
   • You can also use a wild card operator * to replace one or more characters in a word. For example, type "Eliz*" to find "Elizabeth".
2. If necessary, change the party roles. The default role is Party.
3. If necessary, click the "X" next to the party to remove it.
   Tip: To remove all parties at once, click the "X" next to the Party row, and then confirm your action.
4. Click Save.