Steps: Set Up Email Case Creation
You can set up email case creation for both workers who have access to Workday and external users who don't have access to Workday.
When you enable email case creation:
- Workers and external users can create new cases by email.
- Case solvers can view cases created by email in the Help Workspace.
- Case solvers can block external users to prevent unwanted case creation access.
- Access theEdit Tenant Setup - Helptask.As you complete theEmail Case Creationsection, select:
- Email case creation for workers onlyso only workers with access to Workday Help can create cases by email.
- Email case creation for workers and external usersso both workers who have access to Workday Help and external users who don't have access to Workday can create cases by email.
- Use the Original Sender as the Case Creatorso Workday creates a case for the contact who initially sent the email (the original sender).
- Always use From Email as the Case Creatorso Workday creates a case for the contact who most recently forwarded or generated the email (the email address in the From Email field).
Security:Set up: Help Case Managementdomain in the Help functional area. - Set up email ingestion to process inbound email. See Steps: Set Up Email Ingestion.In theConfigure Email Ingestion Settingstask, selectHelp Case Creationand add an email ingestion receiving domain.You must use separate email receiving domains for theHelp Case CreationandHelp Case Replynotification types.Workday recommends using the Workday-provided receiving domain because it doesn't require any setup for your company. It also eliminates the additional configurations steps that customer-provided receiving domains need after a non-Production refresh. If you set up your own email ingestion receiving domain, you must complete additional steps. See Steps: Set Up Customer-Provided Receiving Domains.When you use the Workday-provided receiving domain, you must reselect it after every non-Production refresh using theConfigure Email Ingestion Settingstask in your non-Production tenant.
- (Optional) Steps: Set Up Email Case Communication.You can set up email case communication so case owners can communicate with case solvers by email after creating a case.