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Administrator Guide
Last Updated: 2025-09-19
Steps: Set Up Email Case Creation

Steps: Set Up Email Case Creation

You might need to take additional steps to enable this feature depending on your organization's subscription service agreement. For more information, see this Community article.
Steps: Set Up Case Management.
You can set up email case creation for both workers who have access to Workday and external users who don't have access to Workday.
When you enable email case creation:
  • Workers and external users can create new cases by email.
  • Case solvers can view cases created by email in the Help Workspace.
  • Case solvers can block external users to prevent unwanted case creation access.
  1. Access the
    Edit Tenant Setup - Help
     task.
    As you complete the
    Email ~Case~ Creation
     section, consider these options:
    ~Case~ Creation Options
    You can enable case creation for:
    • Only workers who have access to Workday Help.
    • Workday Help users and external users who don't have access to Workday.
    Email Address Selection
    Workday enables you to:
    • Create a case for the contact who initially sent the email (the Original Sender).
    • Create a case for the contact who most recently forwarded or generated the email (the email address in the
      From Email
       field).
    Configure emails to exclude from ~case~ creation
    Workday enables you to exclude entered email addresses from automatically creating emails by using the
    Excluded ~case~ creation email addresses
     field.
    Manually assign the ~case~ owner if the ~case~ owner can’t be recognized
    We enable you to manually assign the case owner if Workday can’t easily identify the case owner, enabling you to avoid incorrectly assigned cases.
    Security:
    Set up: Help Case Management
     domain in the Help functional area.
  2. Steps: Set Up Email Ingestion.
    A case owner may not be recognized from email ingestion if:
    1. There are multiple contacts in the ‘To’ field. We recommend entering one email address in the ‘To’ field.
    2. The case creation email is included in the ‘Cc’ field.
    3. The email contains a long or complex email chain with multiple contacts or forwards. If the
      Manually assign the ~case~ owner if the ~case~ owner can’t be recognized
       check box is enabled, the case is created as unassigned and you can manually assign the correct case owner.
    If there’s no case owner assigned the
    Send
     option for a case message will be disabled for the case solver.
  3. Configure Email Ingestion Settings
    • In the
      Configure Email Ingestion Settings
       task, select
      Help Case Creation
       from the drop down.
    • You must use separate email receiving domains for the
      Help Case Creation
       and
      Help Case Reply
       notification types.
    Security:
    Set Up: Inbound Email
     domain in the System functional area.
  4. (Optional) Create Calculated Fields
    You can use calculated fields to display email metadata to case solvers in the case view to assign a case owner if it isn’t immediately identifiable.
    1. Enter
      Original Sender, Email From
       or
      Email Addresses in the Email Ingestion Delivery Chain
       in the
      Field Name
       field.
    2. Select
      Case
      as the
      Business Object
       from the drop down.
    3. Enter
      Lookup Related Value
       in the
      Function
       field.
    4. In the
      Calculation
      tab, enter
      Inbound Email
       in the
      Lookup Field
       field and
      Original Sender, Email From
       or
      Email Addresses in the Email Ingestion Delivery Chain
       in the
      Return Value
       field.
    5. Use the
      Global
      or the
      Team Specific
       tab on the
      Manage Help Case Information
       task to configure the field display. See Set Up Help Case Information.
  5. You can set up email case communication so case owners can communicate with case solvers by email after creating a case.