There are four ways cases are created in the system:

1. Email-To-Case

2. DocuSign

3. HRSC Support Portal

4. Manually Created by HRSC

Email-to-Case

When someone emails hrsc@colorado.edu, Salesforce will automatically create a case in the system and place the new case in the Team Queue. Several things will automatically happen to this case:

• The incoming email will get logged in the case, along with any email attachments.

• The email’s subject line will populate the case’s Short Description.

• A Case Note will document the incoming email as well.

• The person who sent the email will be identified as the “Requestor” Case Contact.

• The Case Origin will be set to Email.

• A ‘case creation auto-email’ will be sent to the Requestor--this email will show up as an email in the case as well as a Case Note.

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DocuSign

When an employee either fills out one of the Payroll Team’s Powerforms (currently the POI DocuSign or the Social Security Number Request Form) or when they set hrsc@colorado.edu as a “Receives a Copy” in a DocuSign envelope, a case will automatically get created in the system and be placed in the the Team Queue. Several things will automatically happen to this case:

• The incoming DocuSign PDF will get logged in the case.

• The DocuSign completion headline will populate the case’s Short Description.

• The “Originator” in DocuSign will be identified as the “Requestor” Case Contact.

• The Case Origin will be set to DocuSign.

• A ‘case creation auto-email’ will be sent to the Requestor--this email will show up as an email in the case as well as a Case Note.

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HRSC Support Portal

When an employee logs into the their support portal and “creates a new case,” a case will get created in system and be placed in the Team Queue. Several things will automatically happen to this case:

• The original request (ie: Request Title + Request Description) will get logged in the case as a Case Note.

• The Request Title will populate the case’s Short Description.

• The employee who submitted the new case in the portal will be identified as the “Requestor” Case Contact.

• The Case Origin will be set to HRSC Support Portal.

• The employee’s answers to the questions on the webform will get documented into the case:

  • Impacted Employee Type

  • Impacted Department

• A ‘case creation auto-email’ will be sent to the Request--this email will show up as an email in the case as well as a Case Note.

Manually Created by HRSC

HRSC Coordinators can manually create a case. A case creation auto-email will not get sent to the Requestor when the case is manually created by HRSC. You can always manually send this email since there is an email template for the case creation auto-email.

There are a couple ways to manually create a case:

1. From the Homepage or Cases List View: From either the Homepage or from the Cases tab, you can click the “New” button to create a case. You will be marked as the Case Owner of this new field (but you can change the Case Owner at any time). This just creates a “shell” of a case--you would need to add the Requestor and any other additional information, if needed.

    

2. From a Contact’s Employment Record: If you navigate to a Contact’s employment record, you can click the “Create Case” button to create a case. With this route, you will have identified a Case Contact to the case in addition to create the shell of the case.