6.4.2 Send RFI

This option allows system users to request information from others while working on a case, with an ability to track response from the respondent. It also allows for notification and reminders.

Sometimes, Case Management users may require information about the case from any user in the organization (based on system access) and receive the responses within the specified time. You can send the questionnaire template to user for the response.

To email a case, follow these steps:

  1. In the Case Summary page, click Send Email/RFI.
  2. Select Send RFI. The RFI related fields display.
  3. Enter the following information in the fields as described in the following table.

    Table 6-2 Send RFI

    Item Description
    From This shows the email address of the logged-in user or the default email user based on the Email configuration settings.
    To Enter the email address of the recipient.
    CC

    Enter the email address or addresses of the recipients to whom you want to send the copy of the email in order to respond to the RFI if the actual recipient is not available.

    Note: If more than recipient responds to the RFI and multiple responses are permitted for this Questionnaire, all responses will be recorded. The first response submission will update the status.

    Bcc Enter the email address or addresses of the recipients to whom you want to send the copy of the email.
    Subject

    Displays the subject regarding the case that you want to the email. This can be configured in Attribute 15 Value under 'E-mail' parameter using 'Manage Common Parameters'.

    For more information, see the Configuring E-mail section in Admin Guide.

    Attach Attach the files along with the mail if required.
    Select Questionnaire

    Select the questionnaire from the drop-down list of available questionnaires. Only questionnaires associated with the selected case type display. You can send only one questionnaire at a time.

    Note: The Questionnaire Types drop-down list requires RFIACCESS permissions. Contact your system administrator to enable these permissions.

    Select Entities Associated to this RFI Select one or more customers or external entities who are on the case from the list, if desired.
    Include Case Details Select this check-box if you want to send the case details along with the email. The case context will be present in the email content.
    Email Content Enter additional information regarding the case that you want to email.
  4. Click Send. The recipient of the email receives the mail with questionnaire details.
  5. When the RFI email is sent, the status of the case displays as Pending RFI Response.
  6. An RFI Sent action is also displayed in the Audit History. The details of the RFI can be viewed by click on the RFI Email link on the Audit History. For more information, see Using Audit History.
  7. When an RFI email is sent, the recipient (or recipients, if the CC field was used) will receive a token-based Questionnaire link, and the link's validity can be configured. If it exceeds the configured time limit (default value = 60 minutes), the RFI expires and an error page is displayed if the user attempts to access the link. If the user clicks the Questionnaire URL within the time limit, they will receive another email with the captcha. The RFI expiry is applicable only to token- based approach.
    The token/non-token based approach for Questionnaire expiry can be configured. For more information,see the Configuring Token/Non-Token Based RFI section in OFS ECM Administration and Configuration Guide 8.1.2.7.0.

    Note:

    To return the Case to the Investigation status, the Case User must click the Cancel RFI button in the Email or RFI grid in the Evidence tab.
  8. Recipients must enter their captcha to open the questionnaire, fill and submit it. If the CC field was used, recipients can submit more than one response to a questionnaire. Otherwise only one response can be submitted to a questionnaire. A confirmation message will display when the form is submitted.

    Note:

    • If you select cases in the Case List page with Closed status and try to perform any email action, an error message displays.
    • In the Case Summary page, if the case is in the closed status and try to perform any email action, an error message displays.
    • If you have selected two cases for an email action, you will receive two separate emails for respective cases.