WorkZone actions

The table below lists the actions that the Interact connector service workflow can perform in WorkZone based on data that is retrieved from Interact forms. The Interact connector service workflow supports:

  • Creating new cases
  • Updating existing cases

In both scenarios, information from the Interact form is inserted into the corresponding fields on the case. If documents are attached to the Interact form, they are added to the case.

In addition, two system generated documents are always added to the case:

  • A PDF document—A user-friendly representation of what the user submitted through the Interact form.
  • An XML document—This is the corresponding technical document, which contains the same content and additional meta data about the submitted data. This document is added as a supplementary document to the PDF document.
Note: If you have mapped meta data on documents, this mapping will also apply to the system generated PDF and XML documents. If you have not mapped any meta data to documents, the default values will be used. The default values for the two documents are the document type DOK, Document and the document state ARK, Archive. If the Interact submission contains invalid mapping and it results in creation of an error case, the PDF and XML documents will be added to the error case with default values and not the values from the mapping. See View Interact connector errors.

The table below provides an overview of the actions that the Interact connector service workflow supports.

Action What happens?

Insert data from fields

Data from the Interact form is inserted into the corresponding fields on the case, attached documents, and to new contacts that are added.

This action applies to both standard and custom fields on cases, but only standard fields are supported on documents and contacts.

Add documents

Documents that are attached to the Interact form are added to the case. The documents are created with the document title that the user has specified in the form. The title will be applied to all attached documents.

If the title is not specified, the file names of the attached documents will be used as document titles.

Add a new contact

If the contact does not exist in WorkZone, a new contact is created and assigned as a party on the case. The party will be assigned the role Case party (Sagspart) by default. It is not possible to change the configuration of the default role. The contact is created based on the type that the user has specified in the Interact form, for example persons with CPR or companies with CVR.

Note that if you see the following error message:

"Failed to construct OData Entities. Check OData property names. (Custom label Sagspart with the type equal to SP does not exist in the database.)"

It means that the Case party role that was assigned has an end date. You must remove the end date to solve the issue.

Add a contact as a party on a case

If a contact already exists in WorkZone, the contact is added as a party on the case. Existing contacts are identified on the basis of the NameCode and NameType fields. This means that these fields must be mandatory in the Interact form.

Note: In this release, parties cannot be removed from the case.

Update an existing case

If a user submits an Interact form that contains a file key (FileKey or FileNo) that exists in WorkZone, the following happens:

  • If new documents are submitted with the Interact form, they are added to the case.
  • If new contacts are submitted with the Interact form, they are added as new parties on the case.
  • New XML and PDF documents are added.
  • A new Interact reference ID is added on the Information tab on the case in WorkZone Client. The reference ID refers to the a specific submitted dialogue in Interact.