What's new

Save on send emails on WorkZone cases

When creating an email in Outlook, you can select a WorkZone case where that email will be automatically saved once you send it. See Save an email on send.

No changes in this release.

No changes in this release.

No changes in this release.

No changes in this release.

Improvements for working with emails

Improved UI for contact resolution

When you save emails with multiple contacts that match the same email address:

• Contact type information is displayed next to the contact name (previously, it was available in a tooltip).
• Contacts with the same name and email address are alphabetically ordered by their contact type (meaning that you can see all contacts with the same email address next to each other).
• If one of the matching contacts is already a case party, it will automatically be assigned as a document party.
• If one of the matching contacts is already a Case handler on this case and has the Employee contact type, it will automatically be assigned as a document party.

Improved Letter date for moved emails

For emails that have been moved to another mailbox before being saved to WorkZone (for example, if you use shared mailboxes and move items between a shared mailbox and your own), the Letter date now correctly reflects that email's sent date. Previously, the email's created date was used, which in this scenario reflected the date when the email was moved to another mailbox, but not when it was actually sent (relevant for WorkZone on-premises setup and Microsoft Exchange Online).

OAuth improvements for Outlook web version

A number of authorization pop-ups displayed when using WorkZone 365 with the web version of Outlook has significantly decreased. Previously, you could receive multiple authorization prompts.

Improvements for merging to Word documents

Merge fields for merging case and document information to Word templates now include case and document custom fields of the Unique type.

Improvements for working with emails

Create WorkZone parties for unknown email addresses

• Your administrator can enable in WorkZone Configurator automatic contact creation and contact suggestion for email addresses that are not WorkZone contacts yet. If these options are enabled, you can quickly create new WorkZone contacts (parties) when saving emails.
  • If Enable automatic creation of new contacts for unknown email addresses option is enabled, you can automatically create new WorkZone contacts for unknown email addresses. When this option is disabled, you will have to create new contacts manually.
  • If Suggest creation of new contacts for senders, recipients and Cc recipients, that do not exist in WorkZone yet option is enabled, senders, recipients, and Cc recipients will be preselected for contact creation, if their email addresses do not exist in WorkZone.

  See Manage email parties and Create a new contact.

• If you have the CONFIGADM access rights, you can configure fields that will be displayed in the Create new contact pane. See Configure the new contact fields.

Add Primary party for the new cases

If you have the CONFIGADM access rights, you can add Primary party to the Configure new case dialog, and make it a required field, if needed. This will allow users to add Primary party to their newly created WorkZone cases directly from the WorkZone pane in Outlook, Word, Excel, or PowerPoint.

Improvements for merging to Word documents

• Merge fields for merging case and document information to Word templates now include Case contact (case party) and Document contact (document party) fields, as well as custom fields for cases, documents, case parties, and document parties.
  Tip: Custom fields for cases, documents, case parties, and document parties are set up by administrators in WorkZone Configurator under Case > Custom fields, Document > Custom fields, and Contact > Custom fields. See WorkZone Configurator Guide for more information.
• After adding a merge field to a Word template, you will see the placeholder text (title format) for this field. This can help you visualize the existing merge fields, as well as detect any unmerged yet values.
• Upon hovering over a merge field, you will see its most important details. For example, for a merge field Address 1 added for Case > Responsible Unit, a tooltip might say "(Case, Responsible Unit), Address 1". This can help you easily identify the needed merge field, as well as to distinguish between fields with similar values.
  Tip: Tooltips for merge fields can be added and updated by WorkZone administrators. See About merge fields and XML files structure for more information.

See Merge case, document, and contact information into a Word document.

WorkZone 365 feature overview

A new Feature overview topic provides an overview of the WorkZone 365 features that are available from Microsoft Outlook and Microsoft Office 365 add-ins.

Improvements for saving multiple emails

• You can categorize multiple saved emails as saved to WorkZone (supported only with Microsoft Exchange Server Online).
• When saving multiple emails, you can track your progress via a progress bar. It will also show the status of each item.
• Contact resolution: If there is more than one contact registered with the same email address in the WorkZone database, you will need to select which contact to save as a party on the selected email to proceed with saving the email. To do this, click the Parties tab, select which contact to save, and click Resolve.
• Email parties from the saved emails are now saved as document parties on the newly created WorkZone documents. See Save multiple emails.
• When saving multiple emails, you can save their attachments as individual WorkZone documents. You can choose to either save the attachments as main documents on a case or as supplementary documents to the email. See Save multiple emails, step 4.
• If you have the CONFIGADM access rights, you can configure the fields in the Create new case dialog for multiple saved emails. See Configure the new case fields.

WorkZone 365 for shared mailboxes with Microsoft Exchange Server 2019

WorkZone 365 functionality is now supported for shared mailboxes with Microsoft Exchange Server 2019. Previously, shared mailboxes were only supported with Microsoft Exchange Server Online.

Improvements for merging to Word documents

• When you click Merge, values from the inserted merge fields will automatically merge to the same document. Previously, a new document with the values from the inserted merge fields was opened.
• Two new buttons, Save and Merge and Merge as Copy are now available for merging actions:
  • Save and Merge (only displayed for non-WorkZone documents): Merge the inserted merge fields and save current document to WorkZone. See Merge information to a non-WorkZone document.
  • Merge as Copy (only displayed for WorkZone documents): Merge the inserted merge fields and save a copy of the current document as a new WorkZone document. See Merge information and save a copy of an existing WorkZone document.

Improvements for case creation

Create new Standard cases from Outlook

You can now create new cases with the Standard case category. See Standard case for more information about Standard cases.

Configuration improvements

Configure the Create new case dialog in Outlook

If you have the CONFIGADM access rights, you can configure fields in the Create new case dialog. See Configure the new case fields.

DateTime custom fields available for WorkZone pane

You can add the DateTime custom fields with the date and time pickers to WorkZone pane, and enter the date and time values for WorkZone documents directly from Outlook, Word, Excel, and PowerPoint.

See Configure the WorkZone pane and Set date and time.