# Send a Follow-Up Email Questionnaire to a Case Reporter This page provides instructions for users, such as case processors, on how to generate automated preconfigured follow-up questionnaires for an _Inbox Item_ or _Case_ to the primary _Case Reporter_. For Admin instructions on how to configure the questionnaires, see Set Up Scheduled Follow-Up Questionnaire Emails. There are two (2) types of questionnaires that your Admin can set up: * Follow-Up Rule questionnaires * Watchlist questionnaires The following sections describe these types, and how to trigger the generation of each. The questionnaire is sent to the primary _Case Reporter_. Vault generates and emails the questionnaire to the primary _Case Reporter_ when an _Inbox Item_ or _Case_ matches a questionnaire template and when you have recorded the reporter's email address and consent to be contacted. If the primary _Reporter_'s email or consent information does not exist, the questionnaire can be sent to the non-primary _Reporter_, if available. If there are multiple non-primary _Reporters_, Vault picks the last created one.

Note: For information on how to generate and send questionnaires for follow-up Case information, see Send a Follow-Up Questionnaire to Case Contacts.

## Prerequisite Before you can trigger a follow-up questionnaire, your Admin must have already configured the questionnaire and enabled Automatic Email of Case Questionnaire & Scheduled Reminders. ## Trigger Case Questionnaire Generation Vault will evaluate this _Case_ against the _Follow-Up Rule_ as well as any _Watchlists_ or MedDRA Terms, depending on the option that you select in the Case _Follow-Up Rule_ field. Vault checks each _Case_ with the _Send Follow-Up_ checkbox selected once per day, at approximately midnight EST. If there is a match to a questionnaire, Vault generates a _Correspondence_ for this _Case_. After evaluating the _Case_, Vault clears the _Send Follow-Up_ checkbox. To trigger questionnaire generation: 1. Navigate to the _Inbox Item_ or _Case_ for which you want to send a questionnaire. 2. Specify the following fields: 1. **Follow-Up Rule**: Select the **Follow-Up Rule** for the questionnaires with which Vault should attempt to match the _Inbox Item_ or Case: * To evaluate the _Inbox Item_ or _Case_ for a certain _Follow-Up Rule_, select the rule. Vault attempts to match the _Inbox Item_ or _Case_ with any _Watchlist_ or MedDRA Term questionnaires, regardless of which option you select. * To omit _Follow-Up Rules_ and evaluate the _Inbox Item_ or _Case_ for _Watchlist_ or MedDRA Term questionnaires only, select **Adverse Events of Interest**. 2. **Send Follow-Up**: Select this optoun for Vault to evaluate whether this _Inbox Item_ or _Case_ matches the criteria for one or more questionnaires. After running the process to generate questionnaires, Vault clears this field. 3. Navigate to the primary contact of the _Inbox Item_ or _Case_. 4. Specify the following fields for the reporter: 1. **Email Address**: Enter the reporter's email address. Vault sends the questionnaire to this address. 2. **Email Consent Provided**: Select this checkbox if the reporter has provided their consent to be contacted for more information. If you do not have the primary _Case Contact_ information, complete the above information for a non-primary _Case Contact_, if available. Both the email address and consent are required for Vault to email the questionnaire automatically. If either of these fields are blank, Vault creates a manual _Correspondence_ instead. Vault chooses the last created non-primary _Reporter_ with an email address who has provided consent. For automatic correspondence, once the reporter replies to the email, mark the _Correspondence_ as _Completed_ to [prevent Vault from sending reminder emails][1]. ## Track and Monitor Correspondence When a _Case_ successfully triggers one (1) or more questionnaires, Vault generates a _Correspondence_ to track the request for follow-up information. Vault generates the relevant questionnaire documents and attaches them to the _Correspondence_.

Note: Total attachment size cannot exceed 15MB.

If a _Case_ triggers multiple questionnaires, they are attached and sent in the same _Correspondence_. However, if there are questionnaires with different reply-to email addresses, Vault generates a _Correspondence_ for each reply-to person. ### View Case Correspondence Generally, there are a few ways to find _Correspondences_, but depending on your Admin's configuration these may vary: * To view all _Correspondence_, from the primary navigation bar, navigate to **Transmissions > Correspondence**. * To view _Correspondence_ for a specific case, navigate to that _Inbox Item_ or _Case_. The _Correspondence_ section will show the records. After promoting an _Inbox Item_ to a _Case_, _Correspondence_ is included on both the _Inbox Item_ and the _Case_. ### Case Correspondence Fields The following table describes the _Correspondence_ fields and how Vault populates these fields:

Field	Description
Case	The Inbox Item or Case for which the Correspondence record was generated.
Recipient (Case Contact)	The Case Contact (Reporter) for which the Correspondence record was generated. Vault populates this field with the primary Reporter on a Case.
Recipient (Person)	The Person record with the email information for the Reporter. When generating Correspondence, Vault creates an Email Person record for the recipient using the email and information for the Reporter on the Inbox Item or Case, if one (1) doesn't already exist for that person.
Correspondence Method	The method of transmission. Vault sets this field to either Email or Manual. If the method is Email, Vault sends the Transmission. See the Correspondence Events log to track the progress. For more information on the differences between these options, see the Correspondence Methods section.
Destination Email	The email address for the questionnaire recipient.
Reply-To	The Person record with the email address that should be populated in the Reply-To field on the Email Transmission. Vault sets the Reply-To field using the contact preconfigured by an Admin on the questionnaire template.
Case Identifier	The unique ID for the email subject line, being either the Inbox Item or Case name. Vault does not change this field. If available, Vault includes the WWUID value in the Case Identifier field. Otherwise, Vault includes the External System UID in the Case Identifier field if this value is available.
Organization	Vault populates the Organization from the Case and questionnaire.
Due Date	The date when the first reminder email will be sent.
Transmission Date	The date and time when the initial email was sent to the recipient.

### View Questionnaires Attached to Correspondence On the _Correspondence_, expand _Attachments_ to view its questionnaire documents. ### Correspondence Events Log For automatic emails, Vault tracks certain key events in the _Correspondence_. Review the events log to view these events and monitor when the email was sent and opened. Vault logs the following events:

Event Type	Description
Initial Message Sent	The initial email was sent to the recipient.
Follow-Up Message Sent	A reminder email was sent to the recipient.
Message Opened	An email was opened by the recipient.
Error	The email could not be delivered to the recipient.

Note: Consider the following when tracking email events:

Not all email addresses support full event tracking, depending on the recipient email server security settings.
Email receipt status updates may be delayed up to one hour.
Vault cannot guarantee the delivery of email event messages due to the possibility of temporary recipient email server outages.

#### View Email Messages from Correspondence Events You can view the email body and attachments sent to the recipient from the _Correspondence Event_. 1. From the _Correspondence_, expand _Correspondence Events_ and then open a _Correspondence Event_. 2. View the email message in the _Body_ field. Select **Show More** to see the entire message. 3. Expand **Attachments** to view the questionnaires sent to the recipient. ## Stop Further Reminder Emails Once you receive the questionnaire back from the reporter, move the _Correspondence_ to the _Completed_ state, otherwise Vault continues to send reminder emails based on the _Follow-Up Rule_ setup. 1. Navigate to the _Correspondence_. 2. From the **Actions** menu, select **Change State to Completed**. **Result** Vault changes the _Correspondence_ state to _Completed_ and does not send any further reminder emails. ## Correspondence Methods Vault can generate _Correspondence_ with the transmission method as either manual or automatic.

Note: Vault supports sending automatic email correspondence. For manual correspondence, Vault attaches the questionnaire to the Correspondence, but you must send the questionnaire outside of Vault.

### Email Correspondence (Automatic) If both the _Reporter_'s email address and consent are provided, Vault can automatically email any questionnaires that match the _Inbox Item_ or _Case_. For automatic emails, Vault sends reminders to the recipient. The reminders continue for the configured amount on the questionnaire template unless the _Correspondence_ is marked as complete. Reminders are sent once per day, at approximately midnight EST. ### Manual Correspondence If the email address or email consent is not available on the primary _Case Contact (Reporter)_, but the _Inbox Item_ or _Case_ matches a questionnaire template, then Vault generates a _Correspondence_ in the _Ready_ state and the _Correspondence Method_ as _Manual_. The questionnaire document is generated and included on the manual _Correspondence_ as an attachment. Vault does not take any further action for this type of _Correspondence_. Vault does not support manual email correspondence with the _Reporter_. For manual _Correspondence_, download the questionnaire and handle the follow-up outside of Vault Safety. Your Admin may have configured a workflow to handle this process. [1]: #stop-further-emails