The Correspondence tracking area within the add-on Case Management module provides an overview of progress and information that has been sent and received with respect to the process being undertaken for that case.
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Note: Correspondence types will need to be configured to be available to add within cases - see guide for more details.
Go to Case Management > Cases
Click on the case that correspondence is to be added to
Click Add
Enter the Date and time of the communication and select the Type from the dropdown list
A text editor will be displayed enabling you to record and format any comments in relation to the communication
The Select Files button will enable you to upload a supporting file
Note: The ability to upload a file is only available if this has been configured in the Correspondence Types. If an error is generated on upload it is likely that the document path has not been configured so please contact Ciphr Customer care.
Click Save
The Correspondence screen will display the communication and this will continue to build with every correspondence that is recorded
The padlock icon enables you to tick the relevant box and lock the correspondence visibility for the Employee and/or Manager
The History tab will continue to be updated with all actions taken on the case.
Note: The History tab tracks every action taken during a case, including deleted correspondence. If the most recent activity isn't visible, select the Update button to refresh the tab.
Note: As progress is made on a case it may be necessary to change the case Status to reflect how far through the process the case is. For more details on Case Status see the linked guide.
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