You can send correspondence to a Requester at any stage of Request processing. You can also generate a barcode and assign it to a Request. (See the Barcode topic for details).
If you have created a correspondence letter for a Request, you can save it and reuse it for another Request. You can edit body text, add and remove words, change the email address of the Requester, and change the subject of the correspondence.
NOTE: If you begin editing a Word document within the Microsoft Word application while the ATIPXpress Correspondence Editor is loading, your Word document will be loaded into the ATIPXpress Application. To prevent your External Word document from being loaded into the ATIPXpress Application, wait until the Editor is fully loaded before editing within the Microsoft Word application.
Steps to Send Correspondence to a Requester
Open the Request for which you want to send correspondence.
Click Correspondence. The Send Correspondence screen displays as shown below.
Under Add From, click the corresponding buttons for the following options to add attachments or import a correspondence letter
Letter Template
Select an Action Office and Letter Template from the drop-down menus. You can use the letter templates created under Administration > System Configuration > Correspondence Templates.
After a Letter Template is selected, there will be options to Customize the template, Customize for Pending, Customize for Final Response, and to Close the window.
In addition, users have the option to Import From Disk after leading a letter template, which will override the existing template. See the Import from Disk button below:
Pending Letter
After a Pending Letter is selected, there will be options to Customize the template, Customize for Pending, Customize for Final Response, and to Close the window.
NOTE: For more information about using a Pending Letter, see the Pending Letter section.
Disk
Scanner
Correspondence Log
Invoice Log
Select and add any attachment(s). After being added, the attachment(s) displays on the Send Correspondence screen.
Select a Dispatch Mode (Email, Print, or Save to Disk) for the Correspondence.
Select a Delivery Mode (Email, Fax, Mail, PAL, etc.) for the Correspondence.
If you are dispatching the correspondence by Print or Save to Disk, enter a Subject, then click Print or Save to Disk as applicable. If You are dispatching the correspondence via Email, follow the steps in the Send Correspondence by Email section below.
Send Correspondence by Email
1. Under Email Options, the From address is resolved from the sender setting in Correspondence Configuration and is read-only. A global sender address is displayed on its own. A user-based sender setting displays the From Email Type options instead — select either User Email, tied to your user account, or User Action Office Email, tied to the address assigned to your Action Office, and the matching address populates the From field.
NOTE: The From field cannot be edited. The sender is always the address resolved from Correspondence Configuration.
Setting the Authentication Mode to Microsoft 365 Email hides the From Email Type options, and the resolved sender address is used.
A global sender address does not depend on your account or your Action Office. It is displayed and Send Email stays available even when the Action Office of the request has no email address on file.
Send Email becomes available once a valid From address resolves. A user-based sender setting resolves no address when your user profile or the Action Office of the request has no email address on file, and Send Email stays unavailable until one is added. A global sender address resolves for every request.
NOTE: Send Email stays unavailable while the From field has no resolved address. Contact your administrator to have an email address added to your profile or to your Action Office, or to have a global sender address configured. Correspondence you send is a user-initiated email. With Set Reply-To to User's Email Address selected by the administrator, the recipient's reply is directed to your own email address, while the From address stays the global sender address.
Review the Language field. By default, it uses the requester's Preferred Language, so correspondence is generated in the requester's preferred language instead of always using English. Available options are English, French, and Both (English & French). You can change the selection at any time.
If no Preferred Language is recorded for the requester, the Language field displays the placeholder.
If you select Both (English & French) and the selected template contains content in both languages, the Subject field is populated with the subject text in both languages. The message body displays the complete English content followed by the complete French content.
Select a Template from the drop-down list. The template content will automatically populate in the body of the email.
If the selected template does not have content for the selected language, the Missing Template Content dialog opens as soon as you select the language and template combination. You do not need to click Send Email. The dialog identifies the template and the language that is missing content. If you select Both (English & French) and content is missing in one or both languages, the dialog lists the missing language or languages.
Click Close to return to the correspondence form. You cannot send the correspondence while template content is missing. Select a template and language combination that has content, or enter the Subject and message body manually.
NOTE: The requester's Preferred Language is maintained on the requester record. This feature does not update that value. The system does not translate content automatically and does not substitute English content when the selected language is unavailable. Instead, the Missing Template Content dialog is displayed to prevent blank or incomplete correspondence from being sent.
Enter a Subject.
If you would like a Read Receipt or Delivery Receipt, check the Read Receipt or Delivery Receipt checkboxes accordingly.
Select a recipient type by choosing either the Requester (which will populate the Requester's address in the To field) or Other radio button. If you select Other, see steps 6-8 to choose a recipient. Otherwise, go to step 9.
Click To to open the Global Address List screen as displayed below.
Select the individuals you would like to send the correspondence to, then click To, Cc, or Bcc to indicate whether the individuals are the primary recipients, are receiving a carbon copy, or are receiving a blind carbon copy.
Click OK.
If you want to include a message or edit the selected email template, enter the message in the text box provided at the bottom of the page.
Click Send Email. A confirmation message appears. Click OK to complete the action.
NOTES:
You can open the Correspondence Log to verify that the correspondence you sent has been recorded in ATIPXpress. To access the Correspondence Log, click Logs/Reports > Correspondence Log from the Request screen.
To print the Requester's address to attach to a hard copy of the correspondence, click Print Requester Address.
Custom Fields
Some templates are created using Custom Fields, which can draw information from other documents or areas to automatically populate relevant details in the correspondence. When loading a template that has been created using custom fields, you will be prompted to select a document from which to draw this information.
These fields can be populated from any document within the Review Log or Request Folder of a request. On loading a template that contains custom fields, the following screen appears:
Select a document from either the Review Log or Request Folder list, choose a Review Layer (if multiple exist), then click Continue to continue with sending correspondence. The fields in the template will automatically populate with the information from the linked document.