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Microsoft Outlook add-in features

How do I open a case directly from Microsoft Outlook?

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Written by Valeriu Holtea
Updated over 6 months ago

To quickly and easily add e-mails to the case you're working on, there's a toolbar in Microsoft Outlook you can enable. This also enables you to view which cases the e-mails have been added to and open the case directly from Outlook. This article explains how to set this up.

Log a case related e-mail to the In Tray

  1. In Microsoft Outlook, select the required e-mail.

  2. Click Add to Case then, to locate the case then click the three dots.

  3. Enter the required Description.

  4. From the Type drop-down menu, select the file type.

  5. To select a Category, click the three dots.

  6. To add a contact, click the drop-down arrow within Contact.

  7. Click Add.

Log a case related e-mail to the Out Tray

  1. In Microsoft Outlook, create an e-mail.

  2. Click Send and Add to Case.

    If you don't know the case number, you can use the Lookup button. If the e-mail was created from within a case, the case number is added automatically.

  3. Enter a Description.

  4. To add a category, click the three dots.

  5. To add a contact, click the drop-down arrow within Contact.

  6. Click Add.

Add e-mail attachments to a case

You can add an attachment from an e-mail to a case, rather than just add the e-mail itself.

  1. In Microsoft Outlook select the required e-mail.

  2. Click Add Attachments to Case.

  3. Deselect any attachments which you don't want to add.

  4. If required, amend the Description.

  5. Ensure that you have the correct case number.

  6. From the In Tray drop-down menu, select the type.

  7. To select a Category, click the three dots.

  8. To add a contact, click the drop-down arrow within Contact.

  9. Click Add.

    If you have multiple attachments, you need to save each attachment.

  10. Ensure that each attachment has the correct case. then click Add.

  11. To add the e-mail to the case, select the e-mail then click Add to Case.

View a case from Microsoft Outlook

Once an e-mail has been added to a case, it's easy to access it in Microsoft Outlook.

  1. To display which case the e-mail's assigned to, right-click a column heading.

  2. Click Field Chooser then click the drop-down then click User-defined fields in Inbox.

  3. Drag the CaseNo field to the title bar then drop it in the required location.

  4. Close the Field Chooser window.

  5. To add an e-mail to a case, in Microsoft Outlook, click Add to Case.

  6. Select the case then click View Case.

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