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Delivery on Hold Email Notifications

When an invoice delivery is held, Tracker generates email messages to:
  1. Initially notify users that they are responsible for required tasks that prevent an invoice from being delivered.
  2. Remind users after a certain number of days if the task is not complete.
  3. Escalate the issue to additional users if the primary user is not responsive.
The email is sent to the responsible users for the incomplete tasks that have caused the delivery of the invoice to be held. If your firm is the lead firm, the responsible users are the lead outside counsel for the matter and their delegates. If your firm is a secondary firm in the matter, the responsible users are any user that is a matter editor or matter administrator in the matter (which includes delegates if they have that role).
The following is a list of emails that are auto-generated by Tracker during the life of an invoice on hold:
Notification
Sent on
Sent to
Comment
Initial notification of invoice delivery on hold
The night after the invoice is uploaded
The lead outside counsel on the Matter and his/her delegates (if the firm is not primary counsel: All law firm participants with a Matter role of Editor or Administrator)
This Initial Notification of Invoice on Hold email can be turned off by firm administrators in the firm office profile.
One week reminder
The 7th day after the invoice was uploaded
The lead outside counsel on the Matter and his/her delegates (if the firm is not primary counsel: All law firm participants with a Matter role of Editor or Administrator)
  • Plus: The user who posted the invoice
This email is sent only if all assigned tasks have not been completed.
Two week reminder
The 14th day after the invoice was uploaded
The lead outside counsel on the Matter and his/her delegates (if the firm is not primary counsel: All law firm participants with a Matter role of Editor or Administrator)
  • Plus: The user who posted the invoice
  • Plus: Law firm primary and secondary billing contacts
This email is only sent if all assigned tasks have not been completed. The primary and secondary billing contacts are set in the law firm profile.
Three week reminder
The 21st day after the invoice was uploaded
The lead outside counsel on the Matter and his/her delegates (if the firm is not primary counsel: All law firm participants with a Matter role of Editor or Administrator)
  • Plus: The user who posted the invoice
  • Plus: Law firm primary and secondary billing contact
  • Plus:Law firm partner responsible and secondary partner responsible.
This email is only sent if all assigned tasks have not been completed. The partner responsible and secondary partner responsible are set in the law firm profile.
More than 3 weeks reminder
Every two days thereafter
The lead outside counsel on the Matter and his/her delegates (if the firm is not primary counsel: All law firm participants with a Matter role of Editor or Administrator).
  • Plus: The user who posted the invoice
  • Plus: Law firm primary and secondary billing contact
  • Plus: Law firm partner responsible and secondary partner responsible
These emails are only sent if all assigned tasks have not been completed.
Invoice auto-rejected if on hold more than 45 days
When system auto-rejects invoice on day 46
  • Any user who is a Matter participant for the Matter and has a role of Matter administrator or Matter editor
  • The user who posted the invoice
This is the standard rejected invoice email. A Action Items alert will also be displayed.
More Information
Reminders for multiple invoices may be bundled into one email. Tracker bundles multiple invoices into a single notification to reduce the number of emails that are sent. Therefore, even if a user is responsible for multiple invoices, only one email of each type described above will be delivered on the specified date. Read the email body carefully to identify all of the invoices that are included in each notice.
Email will not be sent if invoice is on hold only because of company accrual review. Sometimes a company will have set up its accruals module so that company users review unbilled amounts posted by firms during a particular review period. During this short company review period, any invoices posted by a firm will not be delivered and will have a status of Delivery on Hold. Delivery must be held to ensure that the invoice amount is not double counted with the unbilled amount already posted by the firm. Although these invoices have a temporary status of Delivery on Hold, law firm users do not need to take any action. The invoice will automatically be delivered once the company review is complete. The company review period usually is only a couple of days, so any delay will be minimal. No emails will be sent if the only reason delivery is on hold is because of the accrual review period.

Generating Delivery on Hold Emails Manually

The billing manager can manually generate an email message at any time that is sent immediately to the users responsible for incomplete tasks. The email message is sent to the users responsible for the incomplete tasks.
To manually send a reminder email:
  1. Open the incomplete tasks window for the applicable invoice.
  2. Click
    Send an email reminder to user(s) responsible
     under
    Email Reminder History
    .
If your firm is the lead firm, the responsible users are the Lead Outside Counsel for the matter and any delegates. If your firm is a secondary firm in the matter, the responsible users are any user who is a Matter Administrator or Matter Editor in the matter. This includes delegates if they have that role.

This article applies to:

  • Product: Legal Tracker
  • Subject: Invoices
  • Audiences: Firm