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 types of cases that messages can be saved on.
- The default case. The case that is specified in the DefaultCaseNo parameter.
- A predefined case that works as a dossier for all unsolicited messages sent to a specified subunit's mailbox. The case is mapped to a specific subunit's mailbox to receive unsolicited messages. See Handle 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
- If the default case (1) and a subunit's predefined case (2) are closed , they will be reopened and messages will be saved on these cases. If the cases have been closed by mistake, they will be reopened automatically and remain open. These cases must always be open.
- If the case to which replies to a specific message are saved is closed (3), the case will be reopened and the reply message will be saved on it. This is the default behavior. If you have configured WorkZone to not allow reopening of closed cases (see OpenClosedCase parameter), the message will be saved on the default case (1).
Corporate access codes
- If the default case (1) and a subunit's predefined case (2) are closed, they will be reopened and messages will be saved on these cases. If the cases have been closed by mistake, they will be reopened automatically and remain open. These cases must always be open.
- If the case to which replies to a specific message are saved is closed (3), the case will be reopened and the reply message will be saved on it. This is the default behavior. If you have configured WorkZone to not allow reopening of closed cases (see OpenClosedCase parameter), the case mapped to the authority's mailbox is looked up and the message is saved on the authority's case (the dossier).
WorkZone identifies the authority's 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 case exists for the authority, the message will be saved on this case.
- If there is no mapping found for the subunit/authority, the message is saved on the default case (1).
Tip: You can create a case for the authority that works as a dossier for all unsolicited messages sent to a specified subunit's mailbox. To do this, map the authority's mailbox to a case, and selecting the authority as responsible subunit. See Map mailboxes to cases.
