Case Intake Overview

To perform case intake, create an Inbox Item or AER to enter basic case information before promoting to a Case.

Sections in This Article

Case Intake Methods

Before you can create a Case in Vault Safety, enter the basic report details using one of the following objects:

  • Inbox Item
  • AER

Note AERs are in a sunset period, meaning they are being phased out. Using the new Inbox (Inbox Item) is currently optional but highly recommended due to the functional and usability benefits over the AER Inbox. All customers must use Inbox Items for intake by 23R2 (August 2023), when AER creation will be disabled. For more information, see Inbox Item Transition From AERs.


Perform intake on the Inbox tab. Your vault may have an Inbox configured for AERs and/or Inbox Items. Refer to your organization’s standard operating procedures for guidance.

The Inbox organizes reports into a detailed table, providing at-a-glance key information. You can sort the reports in ascending or descending order using any column in the table, such as Product, Organization, Seriousness, Due Date, and more.

Inbox Item Inbox

Inbox Item Inbox Tab
Inbox Item Inbox Tab

AER Inbox

AER Inbox Tab
AER Inbox Tab

Filter and Sort Inbox Items

There are a few ways you can sort and filter your Inbox Items. Vault Platform Help provides more information on sorting and filtering records.

Note Filtering tools can be useful for sorting Inbox Items based on priority so that users can verify higher priority items first.

Add an Inbox Item Filter

You can use the filter column on the side of the page:

  1. Select the edit-icon icon next to Filters.
  2. Select a filter option from the picklist that appears.


This filter will appear on the side of the screen under Filters for more accessible filtering. You can select different options within these filters to refine your search even more.

Filter Column
Inbox Item Filters

You can delete this filter option by selecting the x-filter-icon icon beside the filter name.

Sort Inbox Items

You can also edit the columns to sort Inbox Items:

  1. Select the All Actions (All Actions) menu, and then select Edit Columns. A window will appear with the available column options.
  2. Select the columns you want to display and then select Save.


Your page will be updated to display your selected column. You can click the respective column heading to sort by this option.

To delete this column, select the All Actions (All Actions) menu, then select Edit Columns, then under Selected Columns, deselect the column name, and then select Save.

Use Custom Views

Custom views allow you to save or bookmark your current search results, filters, and other view settings. You can return to this view with a single click.

  1. Select the save-as-custom-view-button button. A Save View box will appear.
  2. Specify the following details In the box:
    • Name: (required) Enter a name for your custom view.
    • Description: (optional) Enter a description for this view.
    • Icon: (optional) Select an icon from the picklist. If you don’t choose an icon, a default icon will be assigned to your custom view.
  3. Select Save.


Your page will be updated to display your custom view under Views. You can create multiple custom views and return to them at any time.

Custom Views
Needs Verification Custom View

Case Intake Using an Inbox Item

The following diagram and list show an overview of the case intake process using Inbox Items:

Inbox Item Intake Overview
Inbox Item Intake Overview

Note Automated Case promotion is possible for Inbox Items received through an AS2 Gateway Transmission if Enable Auto Promote is on. User intervention, such as Inbox Item data entry and selecting the Promote to Case action, is not required for this process.

Note Due to default system behaviour on all date fields, if a partial date is entered (for example, YYYY or YYYY/MM), you cannot update the field to include the first day of the month (YYYY/MM/01). As a workaround, update the date to any other precise date (for example, YYYY/MM/02), and then select the first of the month. The field is updated.

Access Imported Inbox Items from Intake API

Inbox Items received from the Intake API appear in the Inbox automatically. The system will automatically populate the Inbox Item fields if the information is available from the structured data. The system records the details of the incoming API transmission in an Inbound Transmission record.

Read and Access Inbound Transmissions

If your Administrator has already configured your vault to display Transmission records on Inbox Items, you will be able to access them in your vault.

  1. Select the Inbox Item.
  2. Expand the Inbound Transmissions section, and then select the hyperlink.


You will be taken to the transmission record.

Note The source JSON data and the AI service output data (if applicable) are attached as messages on the Transmission record.

Locate Inbox Items with a Transmission ID

If you have the Inbound Transmission ID but don’t have the Inbox Item, you can use this ID to locate the associated Inbox Item. Simply create a filter on the Inbox for the Transmission field, and then use the Inbound Transmission ID to find the Inbox Item.

Inbox Item Audit Trail

Vault Safety records an audit trail for actions and events Inbox Item and section events, and Case actions are logged in the Inbox Item record audit trail.

You can export and download audit trails. Audit Case History provides more information.

What is Logged in Audit Trail

  • When an Inbox Item is created
  • When a user performs any of the following actions on an Inbox Item sub-section:
    • Edit
    • Save
    • Delete
    • Undo (Undelete)
  • When the Create Case action is triggered

View the Audit Trail

  1. Expand the All Actions (All Actions) menu on an Inbox Item.
  2. Select Audit Trail.


A window appears displaying all the Inbox Item event descriptions, their corresponding timestamps, and the user who performed the event.

Case Intake Using an AER

AER Intake Overview
AER Intake Overview

AER States

After you create an AER, you can perform actions that change the AER record state from the All Actions (All Actions) or Workflow State Change (Workflow State Change) menu.

Note Your organization may have a unique Case Processing lifecycle configuration. Refer to your standard operating procedures for more information.

See Case Processing Lifecycle Stages for Case states. The following table summarizes the default AER object states:

State Description
Importing This state is for Adverse Event Reports that are being imported from an E2B file. In this state, Vault Safety is in the process of extracting E2B data.
Error This state is for Adverse Event Reports for which an E2B file could not be imported due to an error. The user who initiated the import can view the error message in the E2B import notification.
New This state is for new Adverse Event Reports that have not yet been promoted to a Case.
Promoted This state is for Adverse Event Reports that have been successfully promoted to a Case. Promote an Adverse Event Report to a Case provides more information.
Duplicate This state is for Adverse Event Reports that are detected to be a duplicate prior to case promotion. In this state, Adverse Event Reports are closed to prevent further processing or Case promotion. Promote an Adverse Event Report to a Case provides more information on duplicate case detection.
Missing Information This state is for Adverse Event Reports that are determined to be missing information. Request Additional Information provides more information on how to mark a case as Missing Information.
Rejected This state is for Adverse Event Reports that are rejected during intake. In this state, Adverse Event Reports are closed to prevent further processing or Case promotion. Reject an Adverse Event Report provides more information.

Inbox Item Transition From AERs
Receive an E2B Transmission