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Tasks and Responsibilities | Escalation user

Responsibilities of an Escalation User

As an SOP Escalation User, you are primarily responsible for receiving alerts of significant SOP problems that have not been resolved by the applicable users. Specifically, you will receive escalation email notices from Tracker in the following situations:
  • The company has not received an SOP record from your SOP Vendor for a specified number of days.
  • An SOP record has remained on the SOP Intake Page (pending action by an SOP Intake User to move it to a matter) for seven days since the initial download of the SOP record.
  • A batch-level error or data issue has not been resolved by an SOP Intake User within seven days..
  • Response data is required for an SOP record, and the response due date has not been entered by the seventh day after the SOP record was downloaded..
  • Required response data to an SOP record has not been entered, and it is one day before the response due date. (This is the default setting, although it can be deactivated for individual SOP records).
You also have access to all SOP records that are on the SOP Intake tab (records that have not been moved to a matter) and the batch history page showing the history of all downloads from the SOP Vendor.
You might never have anything to do in the system. However, if there is a significant unresolved problem, you will receive an escalation email. You can contact the responsible user to confirm the issue will be resolved, or resolve the issue yourself.

Default SOP Intake Users vs Escalation Users

An SOP Intake User is responsible for reviewing (and manually moving to the appropriate matter) any SOP record that is not automatically routed to a specific matter. In other words, an SOP Intake User is responsible for the day-to-day intake and processing of SOP records. In addition, a Default SOP Intake User is responsible for making sure any batch-level errors and any data issues with SOP records are resolved. On the other hand, an SOP Escalation User does not have specific responsibilities other than receiving escalation emails from Tracker in the following situations:
  • The company has not received an SOP record from your SOP Vendor for a specified number of days.
  • An SOP record has is still on the SOP Intake Page (pending action by an SOP Intake User to move it to a matter) for seven days since the initial download of the SOP record.
  • A batch-level error or data issue has not been resolved by the SOP Intake Users within seven business
  • Response data is required for an SOP record, and the response due date has not been entered by the seventh day after the SOP record was downloaded.
  • Required response data to an SOP record has not been entered, and it is one day before the response due date (this is the default setting, although it can be deactivated for individual SOP records).

How SOP Intake Users and Default Users Are Assigned

SOP Escalation Users are assigned by the company Tracker Coordinator in Setup. The SOP Setup help page for system administrators provides more information.

This article applies to:

  • PRODUCT: Legal Tracker
  • Audiences: Company