Service of Process Lifecycle | Alerts and Email Notifications
The Service of Process module is a solution for the routing and processing of your service of process. One of the most important aspects of the SOP workflow is the email notifications and alerts that are generated if there is a change in the persons accountable for the SOP record, a delay in the processing of the record, or any other event (or omission) that affects its timely resolution.
You can track SOP records that have been served on your company (received) as well as those that your company has served on third parties (delivered). However, notifications and alerts are generated only for those that have been received.
Tracker sends email notifications of events that are important in the SOP workflow. The system also sends escalation emails if a user has not taken care of a task. For example, an escalation email will be sent in seven days if the response due date has not been entered.
Input/Download and Error Resolution Phase
Event | Email Notification | Alerts |
|---|---|---|
Manual entry directly into a matter | The emails and alerts described below apply only if the SOP record is received, not delivered. If the SOP record is for a delivered service of process (that is, your company served a third party), the record is saved without any email notifications or alerts. Sample email To: [SOP Person Responsible] Cc: [Delegates of SOP Person Responsible] From: Unattended@serengetilaw.com on behalf of [user moving the SOP record] Subject: Tracker: You have been assigned as SOP Person Responsible You have been assigned by [user changing the SOP Person Responsible] to be the SOP Person Responsible for the SOP record below: Name of SOP record: [SOP Name] SOP Type: Response Due Date:[date] or “Date Unknown” {If a response is required} Matter: [Matter Name] Matter ID: [number/ID] You can access and edit the service of process record by clicking on the link below: [SOP Link] {If a response is required} NOTE - RESPONSE DATA DUE: Response information is required for this SOP record, and consequently, an incomplete task alert will be shown for this record until the response information has been provided. To provide the response information, access and edit the SOP record, and enter the response information in the fields provided. If you have any questions or need assistance, please contact [name of Tracker Coordinator] at [email address] or [phone number]. Do not reply to this email – it was sent from an unattended email account. ****************************************************************** 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. ****************************************************************** | If response data is required, all alerts that response data is due will be shown. If no response is due, there is no alert other than the SOP record shown on the Documents page for the matter. |
Record automatically routed into a matter during automatic download | Whether or not a response is required, the system sends an email to the SOP Person Responsible. Sample email TO: [Each of the applicable SOP Intake Users] FROM: Unattended@serengetilaw.com SUBJECT: Tracker: Newly-received Service of Process Below is information about service of process records that as of 08/14/2013 at 12:26 AM have been served on Acme, Inc., and require your immediate attention: Number of newly-received service of process records auto-routed into matters: 3 Number of newly-received service of process records on your SOP Intake Page: 0 Total number of pending service of process records on your SOP Intake Page: 0 Alerts to service of process records that have been auto-routed into matters are shown on your Homepage Action Items in Tracker: [link to Tracker Homepage] If you have any questions or need assistance, please contact [name of Tracker Coordinator] at [email address] or [phone number]. Do not reply to this email – it was sent from an unattended email account. ****************************************************************** 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. ****************************************************************** note
The email is sent from an unattended email address because there is no user moving the SOP record into the matter. | If response data is required, all of the alerts that response data is due will be shown. If no response is due, there is no alert other than the SOP record shown on the Documents page for the matter. |
Automated download record sent to intake user | When an SOP record is downloaded from the SOP vendor and is not automatically routed to a matter, the system immediately sends an email to the applicable SOP intake users:
Sample email TO: [Each of the applicable SOP Intake Users] FROM: Unattended@serengetilaw.com SUBJECT: Tracker: Newly-received Service of Process Below is information about service of process records that as of 08/14/2013 at 12:26 AM have been served on Acme, Inc., and require your immediate attention: Number of newly-received service of process records auto-routed into matters: 0 Number of newly-received service of process records on your SOP Intake Page: 3 Total number of pending service of process records on your SOP Intake Page: 6 Click on the link below to access the SOP records on your SOP Intake Page: [link to SOP Intake Page] NOTE: You will not see this SOP record on your SOP Intake page if one of the other SOP Intake Users moves the record to a matter before you view your SOP Intake page. If you have any questions or need assistance, please contact [name of Tracker Coordinator] at [email address] or [phone number]. Do not reply to this email – it was sent from an unattended email account. ****************************************************************** 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. ****************************************************************** | Each SOP Intake User has an Action Items alert showing the total number of SOP records that are pending on the user's SOP intake page. |
Batch-level error during automated download | If the there is a batch-level error when Tracker tries to download your SOP data from your SOP vendor, Tracker immediately sends an email only to the Default SOP Intake Users. 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 on 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. ****************************************************************** | There are many alerts in Tracker if there is a batch-level error for any download. These alerts are shown until the batch-level error has been resolved. |
Data issue with a specific record during automated download | If there is a data error or issue with an SOP record when it is downloaded, Tracker immediately sends the following email for batch-level errors only to the Default SOP Intake Users. 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 on 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. ****************************************************************** | There are many alerts in Tracker if there is a data error or issue for any download. These alerts are shown until the data error is issue has been resolved. |
Batch-level error or data issue was not resolved within three days of download | If a batch-level error or data issue has not been resolved within three days, Tracker immediately sends the following email batch-level errors only to the Default SOP Intake Users. 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 on 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. ****************************************************************** | All of the alerts for batch-level errors and data issues are shown until they are resolved (but there is not a new alert if three days have passed since the download). |
Batch-level error or data issue was not resolved within seven days of download | If a batch-level error or data issue has not been resolved within seven days, Tracker immediately sends the following emails for batch-level errors to the SOP Escalation Users, as well as the Default SOP Intake Users. The email is sent only once when the seventh day is reached (it is not repeatedly sent). 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 on 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. ****************************************************************** | All of the alerts for batch-level errors and data issues are shown until they are resolved (but there is not a new alert if seven days have passed since the download). |
No SOP records have been downloaded for the inactivity period | The inactivity period is a setting configured in system setup by your company's Tracker Coordinator when setting up the SOP module. An email is sent if there have been no errors in the download but there have been no SOP records received for the inactivity period specified. Thus, if the inactivity period is seven days and the download process has not downloaded a document in seven days, an email will be sent to all Default SOP Intake Users (but not SOP Intake Users) and to all SOP Escalation Users. Sample email From: Unattended@serengetilaw.com On Behalf Of [company system administrator] Sent: Monday, October 16, 2013 6:35 AM To: [all SOP Escalation Users and Default SOP Intake Users Subject: Tracker: [x] Days since last Service of Process record from [CSC/CT Corp] Although there have been no known errors affecting the Service of Process batch retrieval processes from [CSC/CT Corp], no new Service of Process records have been received from [CSC/CT Corp] in the last [x] days. If this lack of Service of Process is unusual for your company, you may want to contact [CSC/CT Corp] to confirm that [CSC/CT Corp]’s SOP delivery system is working properly. ************************************************************* 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. | Other than the Batch History page, which will show no SOP records downloaded, there are no system alerts in Tracker for this situation. |
Routing to a Matter Phase
Event | Email Notification | Alerts |
|---|---|---|
Intake user moves record to an existing matter | Whether or not a response is required, Tracker sends an email to the SOP Person Responsible. Sample email To: [SOP Person Responsible] Cc: [Delegates of SOP Person Responsible] From: Unattended@serengetilaw.com on behalf of [user moving the SOP record] Subject: Tracker: You have been assigned as SOP Person Responsible You have been assigned by [user changing the SOP Person Responsible] to be the SOP Person Responsible for the SOP record below: Name of SOP record: [SOP Name] SOP Type: Response Due Date:[date] or “Date Unknown” {If a response is required} Matter: [Matter Name] Matter ID: [number/ID] You can access and edit the service of process record by clicking on the link below: [SOP Link] {If a response is required} NOTE - RESPONSE DATA DUE: Response information is required for this SOP record, and consequently, an incomplete task alert will be shown for this record until the response information has been provided. To provide the response information, access and edit the SOP record, and enter the response information in the fields provided. If you have any questions or need assistance, please contact [name of Tracker Coordinator] at [email address] or [phone number]. Do not reply to this email – it was sent from an unattended email account. ****************************************************************** 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. ****************************************************************** | If response data is required, all of the alerts that response data is due will be shown. If no response is due, there is no alert other than the SOP record shown on the Documents page for the matter. |
SOP record moved from the SOP Intake Page into a new matter | The email notifications and alerts are the same as in the previous section for SOP records moved into an existing matter. | N/A |
SOP intake user changes the SOP Type; SOP record is automatically routed to a matter | If an SOP Intake User changes the SOP type while an SOP record is on the SOP intake page, and if the newly selected Type specifies that the SOP record is to be routed to a specific matter, the same emails and alerts will be sent and displayed as if the SOP record was manually moved to the matter. | N/A |
SOP intake user changes the SOP type/users responsible for the record | If both of the following conditions are satisfied, Tracker will immediately send an email to the SOP Intake Users responsible for the new SOP Type:
Sample email TO: [Each of the SOP Intake Users of the newly assigned SOP Type] FROM: Unattended@serengetilaw.com on behalf of [user who changed the SOP Type] DATE: 05/24/2013 SUBJECT: Tracker: Newly-received Service of Process With respect to the SOP record identified below, [name of user who changed the SOP Type] has changed the SOP Type to be [name of SOP Type]. As one of the SOP Intake Users for this SOP Type, you are now responsible for processing this SOP record. SOP Name: [name of SOP record] Date Served: [date served] Click on the link below to login to Tracker and access all your pending SOP records: [link to SOP Intake page] NOTE: You will not see this SOP record on your SOP Intake page if one of the other SOP Intake Users moves the record to a matter before you view your SOP Intake page. If you have any questions or need assistance, please contact [name of Tracker Coordinator] at [email address] or [phone number]. Do not reply to this email – it was sent from an unattended email account. ****************************************************************** 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. ****************************************************************** | The SOP Intake User's Action Items alert will show the total number of pending SOP records, which will include this newly assigned record. Otherwise, there are no specific alerts for the transfer of the record to new SOP Intake Users. |
Record was not moved to a matter in seven days | If an SOP record on the SOP Intake Page has not been moved to a matter by one of the SOP Intake Users within seven days after it has been downloaded, the system sends an escalation email to all SOP Escalation Users and all Default SOP Intake Users, as well as the SOP Intake Users responsible for the SOP record (if they are different users). Sample email TO: [SOP Escalation Users; all Default SOP Intake Users] CC: [SOP Intake Users responsible for the SOP record] FROM: Unattended@serengetilaw.com SUBJECT: Tracker:SOP Record on SOP Intake Page for 7 days The SOP Record named “[name of SOP record]” received from [CSC/CT] on [date served] has not been moved into a matter and has been on the SOP Intake Page for 7 days. Below is the list of the SOP Intake Users responsible for this SOP record: [list of SOP Intake Users] To access this SOP record, click on the link below: [link to SOP Record] FYI – There are a total of [x] SOP records that are seven or more days old on the Intake Page for all SOP Intake Users. If you have any questions or need assistance, please contact [name of Tracker Coordinator] at [email address] or [phone number]. Do not reply to this email – it was sent from an unattended email account. ****************************************************************** 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. ****************************************************************** | There are no system alerts in Tracker for this situation, other than the list of all of the SOP records on the SOP Intake Page. |
Responsible person was changed within a matter | Whether or not a response is required, the system will send an email to the SOP Person Responsible (except that no email will be sent if the person changing the SOP Person Responsible is the new SOP Person Responsible). Sample email To: [SOP Person Responsible] Cc: [Delegates of SOP Person Responsible] From: Unattended@serengetilaw.com on behalf of [user moving the SOP record] Subject: Tracker: You have been assigned as SOP Person Responsible You have been assigned by [user changing the SOP Person Responsible] to be the SOP Person Responsible for the SOP record below: Name of SOP record: [SOP Name] SOP Type: Response Due Date:[date] or “Date Unknown” {If a response is required} Matter: [Matter Name] Matter ID: [number/ID] You can access and edit the service of process record by clicking on the link below: [SOP Link] {If a response is required} NOTE - RESPONSE DATA DUE: Response information is required for this SOP record, and consequently, an incomplete task alert will be shown for this record until the response information has been provided. To provide the response information, access and edit the SOP record, and enter the response information in the fields provided. If you have any questions or need assistance, please contact [name of Tracker Coordinator] at [email address] or [phone number]. Do not reply to this email – it was sent from an unattended email account. ****************************************************************** 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. ****************************************************************** note
This email will be sent on behalf of the user who has changed the SOP Person Responsible. | If response data is required, all of the alerts that response data is due will be shown. If no response is due, there is no alert other than the SOP record shown on the Documents page for the matter. |
Record is moved from one matter to another | Whether or not a response is required, the system will send an email to the SOP Person Responsible (except that no email will be sent if the person moving the matter is the SOP Person Responsible). Sample email To: [SOP Person Responsible] Cc: [Delegates of SOP Person Responsible] From: Unattended@serengetilaw.com on behalf of [user moving the SOP record] Subject: Tracker: You have been assigned as SOP Person Responsible You have been assigned by [user changing the SOP Person Responsible] to be the SOP Person Responsible for the SOP record below: Name of SOP record: [SOP Name] SOP Type: Response Due Date:[date] or “Date Unknown” {If a response is required} Matter: [Matter Name] Matter ID: [number/ID] You can access and edit the service of process record by clicking on the link below: [SOP Link] {If a response is required} NOTE - RESPONSE DATA DUE: Response information is required for this SOP record, and consequently, an incomplete task alert will be shown for this record until the response information has been provided. To provide the response information, access and edit the SOP record, and enter the response information in the fields provided. If you have any questions or need assistance, please contact [name of Tracker Coordinator] at [email address] or [phone number]. Do not reply to this email – it was sent from an unattended email account. ****************************************************************** 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. ****************************************************************** | If response data is required, all of the alerts that response data is due will be shown. If no response is due, there is no alert other than the SOP record shown on the Documents page for the matter. |
Response Tracking Phase
The following is applicable only if response data is required.
Event | Email Notification | Alerts |
|---|---|---|
Response due date was not entered for seven days after download | If the response data is required for an SOP record, and if the response due date has not been entered by the seventh day after the record was downloaded, the system sends an email to the following users:
Sample Email To: [SOP Person Responsible (and delegates) if the SOP record is in a matter; all SOP Escalation Users; all SOP Intake User responsible for the SOP record] From: Unattended@serengetilaw.com Subject: Tracker: Response Due Date blank for 7 days The SOP Record named “[name of SOP record]” received from [CSC/CT] on [date served] does not have a response due date, and the response data is required for the SOP record. Below is the user(s) responsible for this SOP record: {if on the SOP Intake Page} [list of SOP Intake Users] {if in a matter} [name of the SOP Person Responsible] To access this SOP record, click on the link below: [link to SOP Record] LAST REMINDER: This is the last reminder for this SOP record that the response due date is blank. If you have any questions or need assistance, please contact [name of Tracker Coordinator] at [email address] or [phone number]. Do not reply to this email – it was sent from an unattended email account. ****************************************************************** 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. ****************************************************************** | From the Library menu, searches limited to SOP records can show that the Response Due Date has not been entered. |
Upcoming response due date reminders | If a Response Due Date has been entered for the SOP record, the system will send several reminder emails. Default settings for the reminder emails:
These settings can be changed be editing the Response Due Date details. For more information, see Email reminders of upcoming response due dates. | There is no specific alert of an upcoming response due date; instead, the alerts show whether the response data has not been provided. However, you can create a special view of all SOP records that are due, which displays the response due date:
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