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Select or Modify Your Firm's Lead and Backup System Administrators

Lead and backup system administrators play important roles in the administration of all of your firm's matters that are managed in Tracker. Administrators are not specific to a client and must be able to manage Legal Tracker across all matters.
The user who is assigned the system role of Firm System Administrator is the administrator for your entire firm for all your firm's clients.
Required role | Only your firm's lead and backup system administrators can change your firm's administrators. Office administrators and company system administrators cannot change your firm users' system roles.

Responsibilities of the Lead and Backup System Administrators

The Lead and Backup System Administrators are responsible for your firm's use of Tracker for all clients. In other words, the Lead and Backup System Administrators are not specific to any individual client. The Lead and Backup System Administrators should be prepared to perform the following functions in Tracker:
  • Respond to requests to create users or offices during client implementations.
  • Respond to inquiries from prospective new clients who may engage your firm on Tracker.
  • Specify the password requirements for all firm users.
  • Reset users' passwords.
  • Select the appropriate Office System Administrator for each new firm office that is created.
  • Receive notifications if a Company System Administrator (one of your firm's clients) has created a new law firm user for your firm.
  • Receive notifications if a Company System Administrator has created a new office for your firm.
  • Change the designated Lead or Backup System Administrator.

Select a Lead and Backup System Administrator

Most firms designate their Chief Technology Officer (or other person in the IT department with significant responsibility) or head of the billing department as the Lead and Backup System Administrators. Because the System Administrator role is not client-specific, it generally is not appropriate to designate a legal assistant or an attorney to be a System Administrator; however, in very small firms, an attorney or assistant may be a logical choice.
The Lead and Backup System Administrators should be different users because they are the only users who can modify their system roles. Thus, if one becomes incapacitated or unavailable for any reason, the other can appoint a new System Administrator.

Change the Lead or Backup System Administrator

Only the firm's Lead and Backup System Administrators can change the Lead and Backup System Administrator system roles. Firm Administrators do not have the ability to change the Lead and Backup System Administrators. Also, your client's Tracker Coordinator does not have the ability to change the Lead and Backup System Administrators.
Because the Lead and Backup System Administrators are the only users who can change the Lead and Backup System Administrator system roles, it is highly recommended that different users be selected for the Lead System Administrator and Backup System Administrator. That way, if either one becomes incapacitated or unavailable, the other will be able to designate a replacement.
To select the lead and backup system administrator:
  1. Select
    Firms > Firm
     in the left navigation.
  2. Select
    Edit firm profile
     in the toolbar.
  3. In the
    Firm Setup
     collapsible section, click
    Select
     next to the
    Lead System Administrator
     and
    Backup System Administrator
     fields.
  4. Complete one of the following:
    • Search for the user you want to make the Lead or Backup System Administrator by entering the user's first and/or last names in the
      First Name
       and/or
      Last Name
       fields then clicking
      Go
      .
    • Show a list of users by selecting
      Show Lists
      , selecting the list of users you want to display then clicking
      Go
      .
  5. Select the name of the user you want to make the Lead or Backup System Administrator.
  6. On the toolbar, select
    Save & close
    .
Contact for Law Firm Support
The Lead System Administrator has a number of important responsibilities. The Lead System Administrator does not provide support for general law firm questions unless the Lead System Administrator is also the Firm Office Administrator. To change the name in the footer of each Tracker page to the new Lead System Administrator then make sure the Lead System Administrator is also the Firm Office Administrator. If you have multiple firm offices, you cannot make the Lead System Administrator the support contact for all offices. Each office will have its own support contact (the Firm Office Administrator).
To change a user's system role to Firm Office Administrator:
  1. Click
    Users > User list
     in the left navigation.
  2. Click
    Edit
     for the user whose system role you want to change to Firm Office Administrator.
  3. Select
    Firm Office Administrator
     from the
    System Role
     drop-down list.
If you are the Lead System Administrator, you will see your name as the support contact regardless of who the Firm Office Administrator is for your office.

Designate a New Lead or Backup System Administrator if the Current Administrators Are Unavailable

Occasionally, the firm's actual Lead and Backup System Administrators will not be available to sign in to Tracker. Below are some common examples of how this occurs:
  • The firm's client selected the wrong Lead System Administrator when the client created the firm.
  • The Lead and Backup System Administrators cannot remember their passwords or they are attorneys who do not want to sign in to Tracker and make the change.
  • The individuals who were the Lead and Backup System Administrators left the firm.
If any of these situations exist, there is no firm user who can change the selection of the Lead or Backup System Administrator. Moreover, company users cannot change this system role. Consequently, the firm will have to choose one of the three methods below to change the Lead and Backup System Administrators
  • If the current Lead or Backup System Administrator is still with the firm, have that user sign in to Tracker and change the Lead and/or Backup System Administrators.
  • Remind a reluctant user that making this change is a one-time process that should take no more than a few minutes, at most.
  • (Not Recommended) If the current Lead or Backup System Administrator is still with the firm, have that user give his or her Tracker sign in and password to another Tracker user, who can then sign in and change the Lead and/or Backup System Administrators.
  • If the actual Lead or Backup System Administrator cannot remember his or her password, he or she can use the
    Forgot Password
     link on the OnePass sign in page. After the actual system administrator receives the new user email, he or she can forward the information to another user who can sign in and make the change.
  • If the individuals who are the Lead and Backup System Administrators have left the firm, a partner in the firm must contact Tracker Support to request that the Lead and/or Backup System Administrators be changed. Before contacting Tracker Support, determine the following:
    • Whether someone at the firm knows the departed user's Tracker password. If so, another user can use the password to sign in and change the Lead and Backup System Administrators.
    • Whether the departed user's email account is still active and someone in the firm can still access it. If someone in the firm can still access the email account, request that your client's Tracker Coordinator send a new user email to the departed user's email address.
  • If neither option is available, a partner at the firm must contact Tracker Support to request that a new Lead System Administrator be created. The partner's request to Tracker Support must include the following statements:
    • The person making the request is a partner at [name of firm].
    • The partner's email address.
    • A statement that Tracker Support is authorized to make [name of person] the firm's Lead System Administrator.
    • The email address of the person to be the Lead System Administrator.
Click here to contact Tracker Support.

This article applies to:

  • Product: Legal Tracker
  • Audiences: Firm