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Service of Process

CSC/CT Download Errors

Occasionally, the vendor's download site may not be functioning properly, or there might be errors in the SOP data they provide. Tracker has a robust error identification, notification, and resolution process to ensure that you manage and resolve these errors properly.
There are five fundamental concepts of this error resolution process:
Historically, only three situations have caused an actual error:
With respect to these errors, there is very little that Tracker can do. Sometimes we can help CSC/CT Corp. by providing information relevant to the attempted download that can help them debug the problem. Generally, however, you will have to notify your vendor whenever one of these types of errors arises, and the errors will have to be resolved with CSC/CT Corp.

Resolve batch-level errors and document data issues

Generally, the best way to resolve errors and data issues is to access the batch profile page and follow the instructions on that page:
The audit history displays the method of resolution and the identity of the user who resolved the error.
S.O.P Intake Users
SOP Intake Users, who are generally not responsible for the batch-level issues, can resolve the document data issues without going to the SOP Batch retrieval log or the SOP Batch profile page. The SOP documents list will include a notice if there is a data issue.
The user can click the SOP record name to access the profile page of the SOP record and resolve the issue.
What happens if an error remains unresolved?
If an error is not resolved in three days after the batch was downloaded, a reminder email will be sent to the Default SOP Users. If the error is still not resolved after seven days after the batch was download, an escalation email will be sent to the S.O.P Escalation Users. Only one escalation email is sent, however.

Who is responsible for resolving errors?

Errors are generally resolved by the following users:
  • Batch-level errors: The Default SOP Intake Users are responsible for resolving these errors. If they are not resolved within seven days, an escalation email will be sent to the SOP Escalation Users, who can also resolve these types of errors.
  • Document data issues: Either the SOP Default Intake User or the SOP Intake User assigned to the SOP record (by virtue of the SOP Type selected for the SOP record) will resolve these issues. However, if a document data issue is not resolved, the Default SOP Intake User will be notified via email, and if the issue is not resolved in seven days from initial download, an escalation email will be sent to the SOP Escalation Users, who can also resolve these types of issues.

Re-run or retrieve an SOP batch

To re-run or retrieve an SOP batch, complete the same procedure for manually running an SOP batch.
  1. Select
    Library
    in the left navigation.
  2. Click
    SOP Intake
    .
  3. On toolbar, select
    Run new SOP
     batch.

Email notifications

If a download from CSC or CT Corp. has batch-level errors or document data issues and the errors are not resolved, Tracker will send out the following three email messages:
Email
Sent To
When SentInitial error notification email
Default SOP Intake Users
Immediately after download is completeReminder email
Default SOP Intake Users
Three days after download if errors have not been resolvedEscalation email*
SOP Escalation users, Default SOP Intake Users
Seven days after download if errors have not been resolved
N/A
*The escalation email will be sent only once for each batch with an error.
Sample email
To: [Only Default SOP Intake Users]
From: Unattended@serengetilaw.com
Subject: Tracker: RETRIEVAL ERROR or DATA ISSUE with SOP Batch on 10/26/2013 at 12:45 pm
The following errors or issues occurred with the SOP Batch retrieval on 10/26/2013 at 12:45 pm (Batch number 20131004-135937):
BATCH-LEVEL ERRORS {shown only if there is a batch-level error}
Because CT only allows downloading 5 days worth of documents at once, only documents created prior to 10/17/2013 at 12:00 AM were retrieved. To retrieve more documents that may still be available, the interface will need to be run again.
CSC DATA ISSUES {shown only if there is an SOP record with a data issue}
(Vendor SOP ID: 348347) The SOP ID specified in the request (2262) was not the same as the SOP ID returned from the vendor (2261)
One of the SOP Intake users at you company must “resolve” this error within 7 days, or an escalation email will be sent to the SOP Escalation User(s). For instructions how to resolve this error, click the link below:
http://Tracker.aspx/SOPPending
NOTE: Only the Default SOP Intake Users have been notified of this error via email and see Action Items alerts; therefore, if an SOP Intake User assigned to a specific SOP Type needs to resolve an error in an individual SOP record, you will need to notify that user. You can send the link above to the user, from which the user can access the batch history page to resolve the issue. ******************************************************************
This electronic mail transmission contains confidential information and is intended only for the person named. Any use, copying or disclosure by another person is strictly prohibited. If you have received this transmission in error, please notify the sender via return e-mail.
******************************************************************

Alerts

Tracker provides alerts on all of the following pages if there are any batch-level errors or document data issues:
  • Home Action Items alert (SOP Default Intake Users only)
  • SOP documents list alert (SOP Default Intake Users & Escalation Users only)
  • SOP Batch retrieval log alerts (all SOP Intake User and Escalation Users)
  • SOP Batch link profile alerts (all SOP Intake User and Escalation Users)
  • SOP Record alert & history (all users who can access the SOP record)
Home Action Items Alert
The home Action Items will show a Retrieval Alert if there are any batches with unresolved batch-level errors or document data issues. This alert is part of the SOP row and will be shown only to the Default SOP Intake Users. This alert will not be shown to SOP Intake Users (because the alert may be for an error that is not related to their SOP Type). It is not shown to the SOP Escalation Users (because they do not see the Action Items SOP ribbon) unless they are also a Default SOP Intake User or an SOP Intake Users (in which case they will see the ribbon).
SOP Documents List Alert
There will be an alert at the top of the SOP documents list if there are any batches with unresolved batch-level errors or document data issues. This alert is shown to all Default SOP Intake Users and SOP Escalation Users. This alert will not be shown to SOP Intake Users (because the alert may be for an error that is not related to their SOP Type). Access the SOP documents list by mousing over the left menu and selecting Library and then selecting either My SOPs or All SOPs from the drop-down at the top left of the toolbar.
In addition, if an SOP record has unresolved data issues, that will be shown below the name of the SOP record.
SOP Batch Retrieval Log page
The SOP Batch retrieval log shows the history of all downloads from your service of process vendor. It also shows an alert to the left of every batch that has resolved or unresolved batch-level errors or document data issues.
Required role | Only Default SOP Intake Users, SOP Intake Users, and SOP Intake Users can access the SOP Batch History Page.
Batch Profile Page Alerts
The Batch profile (that is, the page showing the details of a batch download) will provide a specific history of the batch-level errors and the document data issues, and will show whether they have been resolved and how they have been resolved.
SOP Record Alert and Audit History
An alert to the lest of the SOP record on the SOP document list and at the top of the SOP record in the SOP record details window indicates that the record has any unresolved data issues (no alert is shown if they have all been resolved). This alert is shown to all users who can access the SOP record.
In addition, the history of the resolution of alerts can be seen in the audit history for the SOP record. To view the audit history of an individual SOP record:

View the history of errors and error resolutions

Generally, the best way to view find and view the history of errors and error resolutions is to view the SOP Batch Retrieval log, and then the Batch profile for the details:
In addition, you can export the batch history in a spreadsheet to view all batch-level errors, all document data issues, the resolution status, and resolution of all errors.

This article applies to:

  • Product: Legal Tracker
  • Audiences: Company