Correspondence Details

Introduction and Purpose

The Correspondence Details page allows an Inbound Ops Team User/Superuser/Supervisor to view the details of a completed record.

How to Access

• The Correspondence Details page can be accessed from the completed tab in Correspondence Queue or the pending tab in Correspondence Cases.
  • Correspondences with in progress CorrespondenceMailTasks will show in the Pending tab (Correspondence Cases only).
  • Correspondences without in progress CorrespondenceMailTasks will show in the *Completed tab (Correspondence Cases and Your Correspondence).
• Anyone in Caseflow can access Correspondence Details Page, while Inbound Ops team members are the only ones that can edit the Correspondence Details page

Inbounds Ops Team Members & Their Permissions

Inbound_Ops_Team_User

• Can add Associated Prior Mail to the correspondence.
• Can add Response Letters related to the correspondence up to a maximum of 3 Response Letters.
• Can link existing appeals to the correspondence

Inbound_Ops_Team_Superuser & Inbound_Ops_Team_Supervisor

• Can add or remove Associated Prior Mail to the correspondence.
• Can add Response Letters related to the correspondence up to a maximum of 3 Response Letters.
• Can link existing appeals to the correspondence or remove existing appeals on the correspondence
• Can add tasks to an existing appeal
• Can waive Evidence Window Submission task on an existing appeal
• Can add CorrespondenceMailTasks (Tasks not related to an appeal) to an existing Correspondence

The 4 tabs on the Correspondence Details Page are as follows:

1. Correspondence and Appeal Tasks
2. Package Details
3. Response Letters
4. Associated Prior Mail

Correspondence Details Header

View All Correspondence link

• The user can click the view all correspondence link to open up a table with correspondences that show the veteran's correspondences. All users can access this link.

Correspondence Status

The correspondence status in the upper right corner of the details page and shows what status the correspondence is currently in. The correspondence status checks come from the correspondence_root_task.rb#correspondence_status model. The queries that organize the correspondences by statuses for Correspondence Queue tables can be found within the scopes in the correspondence_task.rb model.

Correspondence and Appeal Tasks Tab

Completed Mail Tasks

• Mail tasks are marked as previously completed in the Correspondence Intake workflow

Functionality By User

Functionality:

• User can view all tasks that have been made based on the correspondence

Users With This Functionality:

• Inbound Ops Team User: Yes
• Inbound Ops Team Superuser: Yes
• Inbound Ops Team Supervisor: Yes
• Other users: View only

Existing Appeals

• Appeals tied to the veteran
• Appeals that have a checkbox next to them have a correspondence_appeal relationship with the correspondence.
• The View veteran documents will link and route the user to the veteran's E-Folder. The user can view the documents if they have E-Folder access.

Functionality By User

Functionality:

• User can create a correspondence_appeal relationship with the correspondence.

Users With This Functionality:

• Inbound Ops Team User: Yes
• Inbound Ops Team Superuser: Yes
• Inbound Ops Team Supervisor: Yes
• Other users: View only

Functionality:

• User can remove a correspondence_appeal relationship with the correspondence.

Users With This Functionality:

• Inbound Ops Team User: No
• Inbound Ops Team Superuser: Yes
• Inbound Ops Team Supervisor: Yes
• Other users: View only

Non-Inbound Ops View (view only)

Inbound Ops User View (add only)

Inbound Ops Superuser and Supervisor(Admin) View (add or remove)

Linked Appeals

• Displays appeals tied to the veteran. Linked appeals are joined to the correspondence via the CorrespondenceAppeal join table relation.

• The Linked Appeals will include the following information:

  • Docket Number
  • Appellant Name
  • Appeal Stream Type
  • Number Of Issues
  • Status
  • Assigned To

Tasks Related to an Existing Appeal

Linked Appeals can have tasks added to them by Inbound Ops Team Superuser or Inbound Ops Team Supervisor (similar workflow in Correspondence Intake workflow. Any linked tasks have a CorrespondencesAppealsTask join relationship showing that the task was created in the correspondence workflow. Tasks assigned to an appeal CAN NOT be worked within the Correspondence Details workflow, only in the Case Details workflow. The exception being Waiving an Evidence Submission Window Task:

• An Evidence Window Submission Task can be waived by an Inbound Ops Team Superuser or Inbound Ops Team Supervisor.
• The Evidence Window Submission Task can only be waived if it has a completed status and was assigned within the last 90 days.
• The Evidence Window Submission Task can only be waived within the Correspondence Details workflow.

Functionality By User

Functionality:

• User can view appeals tied to the veteran

Users With This Functionality:

• Inbound Ops Team User: Yes
• Inbound Ops Team Superuser: Yes
• Inbound Ops Team Supervisor: Yes
• Other users: View only

Tasks not related to an appeal

Adding mail tasks to a correspondence (tasks not related to an appeal [also leveraged from Correspondence Intake]) can be added by Inbound Ops Team Superuser and Inbound Ops Team Supervisors. These tasks inherit from CorrespondenceMailTask. Each task has the following actions:

• Change task type: allows the user to change the task to another CorrespondenceMailTask type
• Assign to Team: allows the assigned to user or member of assigned to organization to reassign the task to a different team
• Cancel task: allows the assigned to user or member of assigned to organization to cancel the task
• Complete task: allows the assigned to user or member of assigned to organization to mark the task as completed.
• Assign/reassign to person: allows the assigned to user or member of assigned to organization to reassign the task. If the task is assigned to a user, it will allow the user to reassign to any users that share the same organization with the assigned to user. If the task is assigned to an organization, the user can reassign the task to a user within the organization the task is assigned to.

Functionality By User

Functionality:

• User can add tasks not related to an appeal.

Users With This Functionality:

• Inbound Ops Team User: No
• Inbound Ops Team Superuser: Yes
• Inbound Ops Team Supervisor: Yes
• Other users: View only

Package Details Tab

General Information

• General Information will include the following:
  • Veteran Details
  • Correspondence Type
  • Package Document Type
  • VA DOR
  • Notes

Functionality By User

Functionality:

• User can view the following in this tab: CMP Information, General Information.

Users With This Functionality:

• Inbound Ops Team User: Yes
• Inbound Ops Team Superuser: Yes
• Inbound Ops Team Supervisor: Yes
• Other users: View only

Response Letters Tab

Response Letter

The existing response letter workflow from Correspondence Intake is leveraged for the Correspondence Details workflow.

• The Response Letter will include the following information:
  • Letter Response Expiration
  • Date Response Letter Sent
  • Letter type
  • Letter title
  • Letter subcategory
  • Letter Subcategory reasons

A Inbound Ops Team User can add response letters to a correspondence up to a maximum of 3 total response letters on the correspondence.

Functionality By User

Functionality:

• User can view all response letters that have been issued for the correspondence

Users With This Functionality:

• Inbound Ops Team User: Yes
• Inbound Ops Team Superuser: Yes
• Inbound Ops Team Supervisor: Yes
• Other users: View only

Associated Prior Mail Tab

Associated Prior Mail

• Associated Prior Mail will include the following:
  • It will include all prior mail that is linked to the current correspondence
  • VA DOR
  • Package Document Type
  • Correspondence Type
  • Notes

Functionality By User

Functionality:

• User can view the correspondences that have been associated.

Users With This Functionality:

• Inbound Ops Team User: Yes
  • Can link new correspondences, but cannot remove existing correspondence links
• Inbound Ops Team Superuser: Yes
  • Can link new correspondences and remove existing correspondence links
• Inbound Ops Team Supervisor: Yes
  • Can link new correspondences and remove existing correspondence links
• Other users: View only

Non-Inbound Ops View (view only)

Inbound Ops User View (add links only)

Inbound Ops Superuser and Supervisor(Admin) View (add and remove links)