Correspondence Generation Rules

Correspondence Generation rules automatically create letters or internal messages for a work item based on certain conditions. For example, the value of the Status field. See Letter Templates and Internal Message Templates .

Note: The templates that you can choose in the Correspondence Generation Rule (Action Tab) are limited by the Correspondence Type that you select.

XTRAC sends automatically generated customer letters to the queue that you specified for approval or to a remote printer for printing. XTRAC sends automatically generated internal messages directly to a specified queue.

Note: If you set up a Correspondence Generation rule and the associated printer is LOCAL, the correspondence does not print. You must use a remote printer for printing correspondence that is generated through a Correspondence Generation rule.

If an operator discovers a minor error in the correspondence, they can correct and resubmit the correspondence. XTRAC then adds a RESBMT event in the work item’s history.

If a piece of correspondence has not printed, an operator can cancel it. XTRAC adds a cancelled watermark to the letter, and then adds a CANCLD event in the work item’s history.

If you are not ready to send correspondence to final print or approval, you can print or save a copy of the correspondence as a draft. You can then attach the draft correspondence to the work item so that you can send it to print or approval later.

Note: XTRAC does not update the status of the work item in the following situations:

• If the correspondence is an internal message.
• If printing fails.

See Common Field Group Summary.

Correspondence Generation and Work Item History

When XTRAC generates correspondence, it attaches a copy of the document to the related work item. The correspondence then becomes an event in the work item’s history using the INTMSG, LETTER, or LTRENC (letter with enclosures) events. If they apply, XTRAC also adds the REPRNT, RESBMT, and CANCLD events to the work history.

XTRAC lets operators view internal messages and letters from the History tab on the work item.

Correspondence and Work Item Resolution

A Correspondence Generation rule can update a work item to any specified status, including resolved. RESOLVED status codes indicate that the processing of the work item is complete. XTRAC resolves the work item after an operator submits or approves the correspondence.

If a correspondence rule resolves a work item, XTRAC does not check whether fields that are required for resolution are filled in.

If you have required fields, consider the following tips:

• Do not resolve the work item with a correspondence generation rule. Instead, require manual resolution of the work item at a node where a work item rule specifies the required fields.
• Before assigning the work item a status that generates correspondence and resolves the work item, instruct operators to check that the required fields have values.

Creating a Correspondence Generation Rule

Note: To define a correspondence generation rule, you need the Create and Correspondence Generation Rule security functions as part of the security group that is associated with your entitlement set.

To create a correspondence generation rule

1. In Feature Explorer, click Correspondence or Rules.
2. Click Correspondence Generation Rules.
3. In the Correspondence Generation Rule Summary window, in the Node drop-down list box, select the node you want to use.

XTRAC lists any correspondence generation rules that are already defined for the node.

4. Click New.
5. In the Correspondence Generation Rule Detail window, in the Description field, enter a description (up to 60 characters).
6. In the Event drop-down list box, select the event.
7. Build the rule condition by selecting the fields, criteria, and values.

For details, see Building a Rule Condition.

The criteria that you can select depends on the data type of the selected field.

8. Click the Action tab.
9. In the Correspondence Type drop-down list box, select the correspondence type.
10. In the Template Name drop-down list box, select the template to create the correspondence with.

Only the letter templates that are associated with the correspondence type are listed.

11.  In the Update Status To drop-down list box, select the status that the work item is updated to after the correspondence generation rule fires.

This update overrides any status that is specified in the correspondence template. If you don't select a value for this field, XTRAC updates the status of the work item using the status that is associated with the correspondence template.

12. (Optional) In the Change Request ID field, enter the change request ID (up to 30 characters).
13. (Optional) In the Memo field, enter the reason for creating the rule (up to 60 characters).
14. Click Save.

XTRAC saves the correspondence generation rule and lists it in the Correspondence Generation Rule Summary window at the bottom of the sequence list.

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