You can respond to incoming mail that’s been logged in and is assigned to you, incoming e-mail messages that have been routed to you, pending mail with a specific issue code, or pending mail of any type that you can locate with a quick or advanced mail search.
To respond to pending mail:
Search for pending mail using a quick or advanced mail search or, if the mail has been assigned to you, through My Work.
On the Search Results page, sort the records to group like records together. For example, to group all incoming e-mail messages with the same subject together, click the In Method column heading.
Click the ID link to go to the Mail Record page.
On the Mail Record page, select a form letter to use or customize. Complete other incoming or outgoing fields as required.
Route the correspondence for approval if your office uses an approval process for mail, and if you need approval of the correspondence. You can do this in one of two ways:
Click in the Status field and select Request Approval. This lets the person or persons with review and approval authority locate and approve the correspondence.
OR
Select the Request Approval WF action. This action launches a workflow that routes your mail to the person or persons who have authority to review and approve the correspondence.
Print the letter in draft, preview, or final form by selecting the appropriate action.
If you print the final letter or send an e-mail, the status of the mail record is changed to Completed. Select the Close action to return to the Search Results page.
If you print a draft or preview of the letter, the selected status remains. Select the Close action to return to the Search Results page.
Note: The Send E-Mail action is available only for letters with an outgoing method of E-Mail. Neither the Print Final nor the Send E-Mail action is available if the letter text does not have a status of Approved. Non-approved form letters are identified in the Letter Name list as follows: -d- is a draft letter; -ra- is a Request Approval letter; and -da- is a Denied Approval letter.
Note: If you’re responding to a group of letters that all require the same response, you can use a template to repeat mail information.