Correspondence Management

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Overview of Correspondence Management

Correspondence Management functionality in the Administration module provides users the ability to manage all correspondences letter/email templates and merge term values used in the document/email templates.

  • Upload, version, and delete correspondences templates
  • Rollback to previous versions of templates
  • Make templates active or not
  • Make templates to be used for specific object types (i.e. Complaints, Case, Request, etc.)
  • Download and view templates
  • Modify merge terms
  • Update merge terms

Instructions below can be accessed from the ArkCase Admin section.

Correspondence – Letter Templates

correspondence templates table

Correspondence – Email Templates

correspondence - email templates table

Update Correspondence Merge Terms

The correspondence merge terms provide the ability to update any and all merge terms.

arkcase software admin options

Modifying a Merge Term

Click the dropdown to specify the object merge terms that need to be modified.

modifying a merged fields configuration

Now click the merge term value and update the text and save.

table about merge field configurations and modifying a merge field configurations request case number

Update Correspondence – Letter Templates

The correspondence letter templates provide the ability to update any and all letter templates or add new templates.  Authorized users can upload new templates, update existing templates, and delete templates.

correspondence templates table

Modifying a Letter Template

To modify an existing letter template, click the file name Title and the Do you want to save or open dialog box opens at the bottom of the screen. Select open or a save option to proceed.

With the letter template (document) open, make changes to the template. The user can changing static text(s), graphics, and different layout options.  These changes that are made are only restricted by the options available in MS word. To add new merge terms to the document, the user can follow the following pattern – ${merge term value}.  For example if a user wants to add the current date merge term to the form, they would add ${currentDate} to the word document in the place they want that value to populated when the template is used (see example below).

merge fields configuration table with all options and curent date option puted in red rectangle

Template Model Provider option in the Correspondence Letter Templates section.

correspondence templates table where column template model provider is surrounded with red rectangle

Adding Merge Term to the Correspondence Letter Template file.

word document with shortcodes for FOIA request informations

Once all the changes are made, and the template is ready, save the file locally.

Replace the file on the list:  Click checkbox and click Upload on the Correspondence Templates title bar to open the upload modal window.

correspondence templates table with clicked check box for request form and surrounded with red rectangle and also upload button surrounded with red rectangle

popup for upload template but no file is selected

Browse to your document, then click Open, then click Upload Template.  The document (of the same name) replaces the previous version.

Adding New Letter Templates

The same steps used above will be used for a creating new word template.  Once the template is finalized, the user can follow the below steps to upload the new templates.

Click the Upload option to browse and find the new template to upload.

User will then select/enter the Object Type, Template Model Provider, and Display Name and click Upload Template.

By default, the new template will be marked with at Status = Activated.  This means the template is available for a user to leverage within the Request Module.  If made Deactivated, then the template won’t show in the Request Module.

 

Rules/Guidelines for Building New Letter Templates

If the template has a logo, it should be part of the document header and should not be placed in the document body. Other images can be placed in the document body.

It is a good idea to have same style for all templates. Recommended Font Size is 10. Recommended Font is “Calibri (Body)”. Please don’t use some specific fonts that are rarely used.

If another font should be used for a template, the whole template should be re-written using the new font and desired size. Don’t use the old document and just change the font.

For multipage templates, check the field “Different first page” in “Header and Footer” section, or the template will be created with logo on every page.

For space, it is better to use tab button instead of space (i.e., Dear (Tab) ${requesterFirstName}).

Merge terms could be any expression that correspond to legitimate value from the merge term section of the Admin Module.

Merge terms style can be bold, normal, italic or underlined. Applying of the style should start with the dollar sign and ends with closing curly brace. Examples of this:

  • ${mergeTerms}
  • ${mergeTerms}
  • ${mergeTerms}

Some special signs and characters could affect the template (only unicode characters work – http://www.unicode-symbol.com/u/00A7.html).

Text boxes should be avoided, but if necessary it is a good idea to test how the template will be generated before adding it.

Note: If a template is different when downloaded vs. the one in viewer, specifically if the last word in a row is inserted in another row by itself and then follows the rest of the sentence/s in new row, the last word should be added to new row. This is because of different space between letters in Word versus Viewer.

Update Correspondence – Email Templates

The correspondence email templates provide the ability to update any and all email templates or add new templates.  Authorized users can upload new templates, update existing templates, and delete templates.

email templates table

Modifying an Email Template

To modify an existing email template, click the file name Title and the Do you want to save or open dialog box opens at the bottom of the screen. Select open or a save option to proceed.

With the email template downloaded, open it with Notepad or Notepad++

email templates table where file changePassword.html is surrounded with red rectangle

modifying an email template - changepasword.html file by using notepad++

part of html and css code of changePassword.html file

Now make the necessary changes to the template from the Notepad++ file. The user can change static text(s), graphics, and different layout options in the HTML code.  These changes that are made are only restricted by the options available in HTML code. To add new merge terms to the document, the user can follow the following pattern ${merge term value}.  For example if a user wants to add the current date merge term, they would add ${currentDate} to the HTML coed in the place they want that value to populated when the template is used (see example below).

merge fields configuration table with all options and curent date option puted in red rectangle

Adding Merge Term to the Correspondence Email Template file.

part of html code of changePassword.html file

Once all the changes are made, and the template is ready, save the file locally.

Replace the file on the list:  Click checkbox and click Upload on the Email Templates title bar to open the upload modal window.

email templates table with selected checkbox for change password surrounded with red rectangle

popup for upload template but no file is selected

Browse to your document, then click Open, then click Upload Template.  The email (of the same name) replaces the previous version.

Then an “Email Subject” can be added to the new “Email Subject” field, which will allow the user to set the default email Subject text.

Adding New Email Templates

The same steps used above will be used for a creating a new email template.  Once the template is finalized, the user can follow the below steps to upload the new templates.

Click the Upload option to browse and find the new email templates to upload.

User will then select/enter the Object Type, Template Model Provider, and Display Name and click Upload Template.

By default, the new template will be marked with at Status = Activated.  This means the template is available for a user to leverage within the Requests Module.  If made Deactivated, then the template won’t show in the Requests Module.