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.
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Do not rely solely on email notifications. Tracker sends email notifications of important events in the SOP workflow as well as escalation emails in the event that a user has completed a task. Emails can be delayed or never delivered for many reasons, such as Internet congestion, local network congestion, email servers being temporarily unavailable, retry time-outs, spam filters and mail client poll cycles. The only completely reliable method of ensuring that there are no pending actions or alerts is to sign in to Tracker then review the Homepage and Matter Action Items alerts in Tracker.
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. |
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. ****************************************************************** 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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