Key users in the SOP process
A Default SOP Intake User is responsible for:
Resolving any download errors from the SoP vendor
Sending an SOP record to another SOP Intake User, or to a matter if it cannot be automatically routed, when the record is downloaded. The Default SOP Intake User causes the record to be sent by assigning the SOP Type to the SOP record (the automated routing rules are specified in the SOP Type assigned).
Generally, whoever was responsible for the routing of paper SOP files should be a Default SOP Intake User. For most companies, the Default SOP Intake Users are not attorneys, but are paralegals or other staff. For larger law departments that have many SOP Intake Users, the Default SOP Intake Users should be selected to have overall responsibility for service of process in Tracker, and will manage the other SOP Intake 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.
Generally, whoever was responsible for the routing of paper SOP files should be an SOP Intake User. For most companies, the SOP Intake Users are not attorneys, but are paralegals or other staff. Small law departments usually will not create separate SOP Intake Users because the Default SOP Intake Users will be responsible for all SOP records. Large companies will typically have multiple different SOP Intake Users depending on the type of SOP record and/or subsidiaries involved. For example, a company might have two SOP Intake Users responsible for all garnishments, two others responsible for foreclosures, etc. For companies with subsidiaries, SOP Intake Users can also be setup for each subsidiary.
This is the user that is responsible for the SOP record once it has been moved to a matter. This user is also responsible for ensuring that response information has been provided if it is required for the SOP record. The SOP Person Responsible is displayed on the SOP profile page and in SOP lists.
SOP Escalation Users are primarily responsible for receiving alerts of significant SOP problems that have not been resolved by the applicable users. Specifically, an SOP Escalation User will receive "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 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 the SOP Intake Users within seven day.
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).
SOP Escalation Users also have access to all SOP records that are on
SOP Intake
(that have not been moved to a matter), and the batch history page showing the history of all downloads from the SOP Vendor.
For small law departments, usually the attorney responsible for litigation will be the SOP Escalation User. For larger companies, either one or more attorneys in the litigation practice group or the company's Tracker Coordinator will be the Escalation Users. Escalation users must be different from SOP Intake users except if the Escalation User is a Tracker Coordinator or Backup Tracker Coordinator.