Follow the steps below to create a new case type form:
Open the App Designer by navigating to Settings > Applications. In the Applications List, select an application and click App Designer to go to the Application Configuration page.
In the left application component panel, there is a header for Case Types; click the name of a specific case type to open the Case Type Configuration page.
In the left case type component panel, there is a header for Forms; click the menu icon next to the header to show a dropdown list of options. From the list, click New to open the UI Designer to create a new form.
Select a form type. Five (5) different Form Types are supported by UI Designer (Case Form, Offline Form, Portal Form, Attachment Form, Action Form; see below for more details about each Form Type).
Click Next to finish the initial form configuration and open the UI Designer to begin customizing your form.
Email intake for the Correspondence application is configured on the case type itself rather than at the platform level. An Email Reader Settings icon is available in the General section of the Correspondence case type page, and selecting it presents the Email Reader form.
The form accepts a Microsoft (Office 365 / Exchange Online) source type; one or more intake mailbox addresses entered as a comma- or semicolon-separated list, and the Tenant ID, App Key, and App Secret used for authentication. Intake Email Address is always mandatory. Tenant ID, App Key, and App Secret become mandatory once Enable is selected.
A scheduled job request polls the mailbox configured for the Correspondence case type and creates one Correspondence folder for each unread message it finds.
Each folder created this way is populated from the email: the actual email received date, Requestor Name, Requestor Email Address, Email Subject, and the full Email Body, converted to plain text with hyperlink destinations preserved.