Case Bookings

Cases are created at the contact stage of a users journey. When the user selects Submit details, the full payload is sent to the CLA Backend endpoint via post_case. This sends the full payload to backend with all required information including information provided on the contact us form.

Case reference

The case reference is provided when the endpoint is called. This is then updated in the session to be provided on the confirmation page by:

session["case_reference"] = cla_backend.post_case(payload=payload)["reference"]

This in turn also posts the case to CLA Backend.

Reason for contacting

When a user goes directly to Contact Us via the Reasons for Contacting form, the payload only creates a case with a case reference and the selections on the reasons for contacting form.

This is handled by the RFC MODEL_REF_SESSION_KEY to determine whether the user has followed this journey instead.

Email confirmation

On contact us submission, if a user has provided an email address a confirmation email is sent. More information can be found here.

The confirmation email uses the generated case reference and includes this in the email. Dependent on the user selections on the contact us page, a specific template is used.