Support Portal

These instructions are only used to import ACTIVE holds from a legacy system into the Exterro Lawrence Hold Management system.  This process ensures no communications will be inadvertently sent to recipients.  

From Hold Management, select “Create” to begin the workflow to set up an ACTIVE legacy hold communication.  

1. Create Hold Communication



Name. Required field.  The name of the hold.

Standard.  Here you have the ability to pull in a previously created (or Exterro created) standard message.  This can also be customized in the next step.
 
Matter Number. If applicable, add the matter number affiliated with the hold.
 
Category. Optional field to organize communications.  Categories are defined according to the type of communication.  For example, if the communication relates to an employment litigation, you could categorize it as “Employment.”  To add a category, select “Add New Category” from the drop down menu.
 
User Group. Provides the ability to segregate communications pertinent to specific users in the system.  For example, if there are two attorneys at your office and you want to separate what each attorney can see, you can create a user group for attorney A and a user group for attorney B.  If you do not want to utilize user groups, you must select "None".
 
Legacy. DO NOTHING WITH THIS.  This is used for closed holds..

2. Communication Workflow


This workflow walks you through each step of the Hold Notice creation process.  When a step is complete, a green check or forward progress arrow appears.  Each step may be revisited and edited at any time before you are finished.
 
Set Criteria.  For clients utilizing the Inventory Control module, departments and record types may be placed on hold. 
 
Initial Email.  Create the language recipients received and responded to. 
 
Reminder.  If reminders were originally used, you can create them later.  Skip this step for now.
 
Escalation.   If escalations, to managers, were originally used, you can create them later.  Skip this step for now.
 
Follow-Up.   If any type of follow-up was originally used, you can create them later.  Skip this step for now.         
 
3. Set Criteria

NOTE: This screen allows you to put specific Record Types, Departments and/or Boxes on hold.  This is optional.
 
Record Types. Select the Record Types to be placed on hold.
 
Departments. Select the Departments to be placed on hold.
 
Boxes. All boxes meeting the Department and Record Type criteria will appear on this tab.  Additional individual boxes may be added by using the ADD button.


4. Create Initial Email and User Instructions





To. Put your own email address in the TO field.  You will remove it later.

CC.  Leave CC blank. 
 
From.  Enter the email address from which the communication was originally sent.  This could be a generic project email address or a personal address.
 
Subject.  The subject line of the email communication.
 
Send On.  Enter today's date.  
 
Include All Notice Recipients in Email Body. This only applies to new holds.  Leave this box unchecked.
 
Message.  The body of the email notice.  To edit the body of the email, click anywhere in the text box of the message to open it in an editor.

Add Footer.  Optional text, such as a signature block, added to the bottom of the email message.

Attachments. Add attachments that pertain to the hold.  There is an option to require recipients to open the attachments before response links become available.

Response Links. Customize response links that the recipients used to acknowledge the hold.  Display Text is the actual language recipients see on the communication.  Code is used for reporting, and can be a shorter version of the Display Text.



Survey. If an interview was used in the original hold, add it here. Interviews must first be created and saved under INTERVIEWS to be added to a communication. Click Here to learn how to create an Interview.

Send Test Email.  Send a test email to any email address to verify content and format before sending to all recipients.
 
Create Library Standard.  Save your communication in the Standards Library for use in future communications.
 
Cancel.  Exit from the communication.  Any changes will not be saved.
 
Save.  All changes will be saved, and you will receive a green check that the step has been completed.  An error will appear if any required fields have not been populated.  You will not be able to save until they are completed.

5. Reminder


Reminder.  Skip this step for now.

6. Escalation


Escalation. Skip this step for now. 


7. Follow Up


Follow-Up. Skip this step for now.

8. Review


Review.  When you have completed or skipped each step, the progress bar at the bottom of the screen turns into a Review button.  Click the button for a final review before finishing the communication.



Preview.  Shows the send date and number of recipients.  You may click the preview button to review the notices, or send a test email. 

Confirm to Send.  When you have ensured accuracy, select the CONFIRM TO SEND to complete your legacy hold. 
 

9.  Finishing your Hold and Adding Recipients

Once you send the hold communication to yourself, you will be taken to the tracking screen for this hold.



Remove.  After you have received the email in your inbox, select the checkbox next to your name and select Remove.  

Upload. Now that you have removed yourself from the notice, it is necessary to add the original recipients to the Hold.  Select Upload, then select Download the Recipient Upload Template.



In the template add the recipients for this hold.



Email.  Email address of Recipients.

First Name/Last Name.  The name fields are not required, but encouraged.

Type.  Depending the type of Recipient, enter TO or CC.

Response.  If the Recipients have responsed, enter YES.

Response Date.  Enter the dates the Recipients responded to the original hold communication.

Save.  Save your spreadsheet to you computer.  Then upload the file.



Next.  When you have uploaded the file, select Next.



Import.  Select the Import button and the recipients will now show on the tracking screen.



You can now schedule Reminders, Escalations, Follow-Ups and Add Recipients from this tracking screen.