Service of Process Lifecycle | Alerts and Email Notifications

One of the most important aspects of the service of process functionality in Tracker is the email notifications and/or alerts. Email notifications are sent and alerts are displayed if there is a change in the SOP Person Responsible for a SOP record, a delay in processing the SOP record or any other event (or omission) that affects the timely resolution of the SOP record. The topics below describe all such events and provide links to more details about the email notifications and alerts.

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.
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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.
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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.

Routing to a Matter Phase

Event
Email Notification
Alerts
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.
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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.
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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.
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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.
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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:
  • The SOP Person Responsible and any delegates (so long as the SOP record is in a matter)
  • All SOP Intake Users responsible for the SOP Type assigned to the SOP record
  • All SOP Escalation 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.
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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.
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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:
  • Ten days before the Response Due Date
  • One day before the Response Due Date (the "Escalation" email)
  • On the Response Due Date
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:
  1. Click
    Library
    in the left navigation.
  2. Click the drop-down.
  3. Click
    Advanced search
    .
  4. In the first drop-down select
    Service of Process Only
    .
  5. In the second drop-down select
    Responses Due Only
    .
  6. Before generating the search, select the box below the
    Search
    button to
    Save Custom Document List
    , and then enter a name.
  7. Click
    Search
    to save the Document search in the view selector at the top of the page.