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How do I write a letter for a case?

In casework, you are able to write letters to any contacts associated with that case. Start by selecting Services, and then select the correct Case ID.

Creating a New Casework Activity

When the case details opens, click the New button on the right and select Activity.

  1. Start by selecting the correct contact to send the letter to. (You can send to any contact or organization that you have added to the case.)
  2. Complete additional fields as desired. The most important fields for setting up you letter are “Out,” “Type,” and “Letter.” Typically the “Out” is set to Print, but you can also Email out of the case, so select the one that you’d prefer.
    Optional: If you are using a form letter that includes automatic merge fields for a related casework contact, select the contact from the "Related Contact" dropdown menu.
  3. There are two response types—form and quick. A form letter is a letter that has been written in the Letters module. Selecting Form as the response type will allow you to send out a form letter as is with no edits. Select Quick as the response type if you need to draft a letter from scratch or make edits to an existing letter for this contact.
  4. If this is a quick letter that you plan to draft from scratch, then you do not need to select a letter. If this is a form letter, or if you selected quick and plan to make edits to an existing letter for this contact, then you will need to add a letter. Click Add letter if you know the letter name, or click Search for letter to search through your form letters by name or description.
    NOTE 1: Editing a quick letter will not affect the original form letter stored in Letters.
    NOTE 2: If the form letter has fill-in-fields, they will display at the bottom of the form. Fill in the fields before going to the next step.
    NOTE 3: If the form letter has automatic merge fields, they will populate in the letter automatically based on information that is recorded in the system. For instance, if your letter includes the merge field "CwConstEmailAddress," if the primary contact for the case has an email address, that information will automatically populate in that field in the Word document.
  5. If this is a quick letter, click the Edit Letter button in the top right corner to open Microsoft Word.
  6. Edit your letter in Word. After editing your document, close Word, and click Yes when prompted to save. 
Checking in a Quick Letter

If you are ready to print or email the letter, click Send. If you are not ready to print or email the letter, then click the orange Check-In button that now appears in the upper right corner and select Save Changes at the bottom of the screen to return to the case.

Checking in is part of the application’s Document Management System (DMS). The DMS tracks all versions of a letter, which can be accessed at any time via Version History. Checking in is also important If several people need to work on the same letter. As long as you are working on a letter, no one else can work on it at the same time. Checking in will store the version of the letter you’re working on and make it available to other staff who may need to edit it. Conversely, not checking in the letter between edits could cause you to lose changes.

NOTE: If you are not sending the letter, check in the letter every time you edit so that every version will be saved and tracked in the DMS. Sending will automatically check the letter in for you.

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