LEGAL SERVICE REQUEST

Legal Service Request (LSR) User Guide

Comprehensive Guide for Managing Legal Service Requests

This guide explains how to efficiently use the Legal Service Request (LSR) module to manage client requests for legal services, from creation to completion.

Introduction

The Legal Service Request (LSR) module is designed to efficiently manage legal service requests from clients. It provides a structured workflow from request creation to completion, ensuring proper assignment, tracking, and communication.

Key Features:

• Request submission from both inside and outside the system
• Multi-level approval workflow with automatic assignment
• Comprehensive communication tracking
• Integration with other modules (Clients, Matters)
• Bilingual support (English and Arabic)
• Document attachment and management
• Status tracking and history

Note: The system supports bilingual functionality, with most fields available in both English and Arabic. Fields without a specified language will display in the user's default language (English by default).

Key Concepts and Roles

The LSR module involves three main roles:

1. Requestor - The person who creates the service request. This can be: 
   • An external user submitting a request from the login page
   • An internal user creating a request on behalf of a client
      
2. Approver - The person who reviews incoming requests and either: 
   • Handles the request directly
   • Assigns it to an appropriate assignee

Note: Users must have the "LSR Approver" checkbox enabled in their user profile to be an approver.

3. Assignee - The lawyer or team member assigned to handle the request. Assignment can happen: 
   • Automatically if a user is pre-selected in the service configuration
   • Manually by an approver

 
Setting Up LSR Masters

Before using the LSR module, you need to set up the master data that defines the available services and related information.

Service Categories

Service Categories help organize services into logical groups for easier navigation.

You can learn more about service categories here.

Services

Services define the specific legal services that clients can request. Each service belongs to a category and contains details like requirements and fees.

You can learn more about services here.

Customer Data

If enabled in LSR settings, the Customer Data feature allows linking LSRs to specific properties or units, which is useful for real estate legal services.

Accessing Customer Data

1. Navigate to the main menu
2. Under the LSR menu, click on Customers Data

Navigating to Customers in Menu

Note: This option is only visible if the "Customer Data" setting is enabled in LSR General Settings.

Adding New Customer Data

1. On the Customer Data page, click the Plus (+) button in the top right corner
2. In the popup form, enter: 
   • Unit Number: Enter the unit number (mandatory)
   • Name: Enter the name (mandatory)
   • Code: Optional identifier
   • Type: Select "Residential" or "Commercial" (optional)
   • Unit: Select "Apartment" or "Office" (optional)
   • Sub Type: Optional additional type information
   • Size: Optional numeric field
   • Number: Optional reference number
   • Customer: Optional customer name
   • Date From: Optional start date
   • Date To: Optional end date
   • Amount: Optional numeric amount
   • Active: Toggle button (default is Active)
3. Click Save to create the new customer data entry

Adding Customer Data for property management

Managing Existing Customers

The Customers page displays all customers in a table with all information as filled while creating the customer and action button to edit the customer.

Existing Customers

Configuring LSR Settings

Before using the LSR module, you need to configure various settings that control how requests are processed, assigned, and managed.

LSR User Mapping

LSR User Mapping connects approvers to specific offices, determining which requests they can see and manage.

You can learn more about LSR mappings here.

LSR Time Settings

LSR Time Settings control when service requests can be submitted, allowing you to define working days and hours.

You can learn more about LSR time settings here.

LSR General Settings

LSR General Settings control various aspects of the LSR module's behavior.

Accessing LSR General Settings

1. Navigate to the Settings section in the header. 
2. Under Common Master, click on App Settings
3. On the App Settings Page, select the LSR tab

Navigating to LSR Settings Tab on App Settings Page in Settings

You can learn more about LSR general settings here.

LSR Calendar Settings

If you want to allow appointment booking after successful LSR creation, you can enable and configure calendar integration.

Accessing LSR Calendar Settings

1. Navigate to the Settings section in the header. 
2. Under Common Master, click on App Settings
3. On the App Settings Page, select the INTEGRATIONS tab

Navigating to LSR Settings Tab on App Settings Page in Settings

You can learn more about LSR Calendar settings here.

Creating Legal Service Requests

The LSR module provides two ways to create service requests:

1. External creation - From the login page, for external users
2. Internal creation - From within the system, for staff members

Creating LSR from Outside

External users can create LSRs directly from the login page without logging into the system.

Accessing External LSR Creation

1. On the login page, click the Legal Service Request button in the bottom left corner 
   Note: This button only appears if "Show LSR" is enabled in LSR General Settings

2. Select Create New Request 
   Note: LSR Time Settings determine when this option is available

External LSR Creation

Service Selection

1. Browse services organized by category
2. Click on the desired service to select it

External LSR service selection screen

User Information

1. Enter your Name and Email
   Note: If domain restriction is enabled, only allowed email domains will be accepted
   
2. If verification is enabled, you'll receive an OTP to your email
   
3. Enter the verification code to proceed 
   
   
    

Request Details

On the request creation form:

External LSR creation form with all fields

1. Service Information: 
   • View the selected service name and description at the top
2. Client Information: 
   • Check I Have Client Code if you have the client code
   • Enter/select your Client/Entity if applicable 
     Note: If "Auto Populate Client List" is enabled, you'll see a dropdown of existing clients

3. Request Details: 
   • Subject: Enter a subject (auto-filled with service name if that setting is enabled)
   • Office: Select the office to handle your request
   • Importance: Select "Normal" or "High" 
     • If "High" is selected, an additional "Importance Reason" field appears
4. Related Request (optional): 
   • Check the box if this request relates to a previous one
   • Enter the related request number
5. Requirements: 
   • View the list of requirements for this service if available in the service
6. Details: 
   • Enter detailed information about your request
7. Fees Description: 
   • View the list of fees and amounts for this service if available in the service 
8. Attachments: 
   • Upload relevant files
   • Multiple attachments are allowed
9. Property Information (if Customer Data is enabled): 
   • Name: Select from dropdown
   • Unit Number: Select from dropdown
   • View associated property details automatically
10. Captcha (if enabled): 
    • Enter the displayed captcha code
11. Click Submit to create the request

Confirmation

After submission:

• You'll see a unique LSR number for tracking  
• A confirmation message will be displayed as per the message set in the settings.
• If calendar integration is enabled, you can book an appointment.

Successful LSR creation

Creating LSR from Inside

Internal users can create LSRs from within the system, either for themselves or on behalf of clients.

Accessing Internal LSR Creation

You can access internal LSR creation in two ways:

1. From the main menu, under LSR, click on New LSR
2. Click the Quick Access Menu (blue plus button in the top right corner) and select New Service Request

Accessing internal LSR creation

Service Selection

1. Browse services organized by category
2. Click on the desired service to select it
3. You will be taken directly to the request creation page

Request Details

The request creation form is similar to the external form, with some differences:

1. User Information: 
   • Your name and email are pre-filled from your user profile
   • You can change these fields if creating a request on behalf of someone else
2. Related Request: 
   • Instead of a text field, you'll see a dropdown of existing LSRs
3. Captcha: 
   • Not required for internal submissions

All other fields and options are the same as the external form. 

Confirmation

After submission:

• The user will be redirected to the browse services page.
• You'll see a unique LSR number for tracking.
• A confirmation message will be displayed as per the message set in the settings.
• Calendar will not be shown here.

Tracking Legal Service Requests

The LSR module provides different ways to track requests, depending on whether you're inside or outside the system.

Tracking LSR from Outside

External users can track their requests using the request ID and Email.

Accessing External LSR Tracking

1. On the login page, click the Legal Service Request button in the bottom left corner
2. Select Track Existing Request
   
   
   

Tracking Process

1. Enter your Request ID and Email
   
   
2. If secure tracking is enabled, you'll receive an OTP to verify your email
3. After verification, you'll see the request details: 
   • Request number
   • Requestor name and email
   • Date submitted
   • Importance level
   • Status
   • Service type
   • Subject
   • Attachments
   • Details
   • Property information (if applicable)
   • Communication history

External LSR tracking screen showing request details and communications

Responding to Communications

As an external requestor, you can:

1. View all communications from the approver or assignee
2. Reply to queries with comments and attachments 

Note: You can only reply if there's a pending query from the approver or assignee

Tracking LSR from Inside

Internal users have two ways to track LSRs:

Option 1: Using the Tracking Feature

1. From the main menu, under LSR, click on New LSR
   
   
2. Select Track Existing Request
3. Enter the Request ID and Email 

Note: OTP verification is not required for internal tracking

Option 2: Using My LSR Page

1. From the main menu, under LSR, click on My LSR
   
   
2. This page lists all LSRs created by you (based on your email address)

My LSR page showing all requests created by the current user

My LSR Page Features

• Status Filters: Radio buttons to filter by status (New, Reviewed, Pending, Completed, Pending For Documents)
• Search: Search box to filter results
• Request Table: 
  • Request ID / Related Request / Date
  • Subject / Request
  • Client/Entity
  • Office / Service Name
  • Status

Click on any request ID to view the detailed tracking information and communication history.

New Services Page (For Approvers)

The New Services page is the central hub for LSR approvers to manage incoming requests. This page is exclusively available to users who have the "LSR Approver" checkbox enabled in their user profile and are mapped to specific offices through LSR User Mapping.

Accessing New Services

1. From the main menu, navigate to LSR → New Services
2. The page will display all requests for offices you're mapped to as an approver
   
   

New Services page showing the complete approver interface

Page Layout and Features

Filter Section 

The page includes multiple filtering options to help you manage requests efficiently:

Status Filter Radio Buttons:

• Pending: New requests awaiting your review or assignment (default view)
• Assigned: Requests that have been assigned to lawyers
• Completed: Requests that have been marked as fulfilled
• Pending For Documents: Requests waiting for additional documentation
• Rejected: Requests that have been declined

Search Functionality:

Filter options and search functionality on New Services page

Request Table Structure

The main table displays requests with the following columns:

Column 1: Request Information

• Request ID: Unique identifier with clickable link to View Communication
• Related Request: Shows if this request is linked to a previous one
• Date: Creation date and time
• Priority: Visual indicator for High priority requests

Column 2: Requestor Details

• Requestor Name: Full name as provided during request creation
• Email: Contact email address

Column 3: Request Content

• Subject: Request subject line
• Request Details: Brief preview of the request description

Column 4: Client Information

Column 5: Service Information

• Office: The office handling this request
• Service Name: The specific service requested

Column 6: Action

Available Actions 

1. Add Client Action

When Available: Only appears if no client is currently linked to the request
Purpose: Associate the request with an existing client in your system

Process:

1. Click the Add Client button
2. A popup appears with a client selection dropdown
3. Dropdown searches only active clients from the Client module
4. Search and select the appropriate client
5. Click Save

Impact:

• Enables the "Convert to Matter" action

Add Client popup showing client selection dropdown

2. Assign to Lawyer Action

When Available: Only for requests that are not yet completed
Purpose: Delegate the request to a specific lawyer for handling

Process:

1. Click Assign to Lawyer
2. Select from lawyer’s dropdown (shows active users with lawyer role type)
3. Only lawyers mapped to at least one location in user mappings appear
4. Add optional comments
5. Click Save

System Actions:

• Request status changes to "Pending"
• Email sent to assigned lawyer
• Request appears on assignee's "Under Process" page
• History entry created

Assign to Lawyer popup with lawyer selection and comments

3. Reassign Action

When Available: Only for requests already assigned to a lawyer
Purpose: Transfer the request to a different lawyer

Process:

1. Click Reassign
2. Select new lawyer from dropdown
3. Add optional comments
4. Click Save

System Actions:

• Previous assignee loses access to the request
• New assignee receives email notification
• Request appears on new assignee's "Under Process" page
• History updated with reassignment details
  
  

4. Reply/View Action

When Available: Always available except for Rejected requests:

• "Reply" for active requests
• "View" for completed requests

Purpose: Open the comprehensive communication interface

Process:

1. Click Reply/View
2. Opens the View Communication popup (detailed in Managing Communications section)
3. Can view full request details, history, and communicate with requestor

5. View History Action

When Available: Always available
Purpose: See complete timeline of all actions performed on the request

Process:

1. Click View History
2. Opens detailed history popup (detailed in View History section)
3. Shows chronological list of all changes, comments, and status updates

6. Reject LSR Action

When Available: Only for requests not yet completed
Purpose: Decline the request with explanation

Process:

1. Click Reject LSR
2. Popup appears requesting rejection reason
3. Comments field (optional, up to 1000 characters)
4. Click Submit

System Actions:

• Request status changes to "Rejected"
• Email sent to requestors
• Request removed from active workflow
• History updated with rejection details

Reject LSR popup with comments field

7. Convert to Matter Action

When Available: Only when:

• Client is already linked to the request
• Request is not yet completed

Purpose: Create a new matter in the system using this LSR information

Process:

1. Click Convert to Matter
2. System opens the Matter creation page
3. LSR information pre-populates relevant fields:
   1. Request Number appears in the Request Number field
   2. Client information is pre-selected
   3. Service details may populate description fields
4. Complete the matter creation process
5. Upon successful matter creation, LSR is automatically marked as "Completed"

System Actions:

• New matter created in the system
• LSR status automatically changes to "Completed"
• Connection established between LSR and Matter
• History updated with conversion details

8. View File Action

When Available: Only if attachments exist for the request
Purpose: Access all files related to the request

Process:

1. Click View File
2. Popup displays all attachments including:
   1. Files uploaded during initial request creation
   2. Files added during communications by requestor
   3. Files added during communications by approver/assignee

File Management Options:

• Download All: Downloads all files as a ZIP archive
• Individual Selection: Check specific files and click "Download Selected"
• File Details: Shows file name, size, upload date, and uploader
  
  

View Files popup showing all attachments with download options

Under Process Page (For Assignees)

The Under Process page shows requests assigned to you for handling. The page, columns and actions are similar to the ones explained above in the Approver section and hence will not be explained again.

Accessing Under Process

1. From the main menu, under LSR, click on Under Process

Under Process page for assignees to manage their assigned requests

Page Features

• Status Filters: Radio buttons to filter by status (Pending, Completed, Pending for Documents, Rejected)
• Search: Search box to filter results
• Request Table: 
  • Request ID / Related Request / Date
  • Requestor Name / Email
  • Subject / Request
  • Client/Entity
  • Office / Service Name
  • Comments - As added by the assignee
  • Status - Status of the LSR
  • Actions

Available Actions

1. Add Client: Link the request to a client (if not already linked)
2. Assign to Lawyer: Transfer the request to another lawyer
3. Reply: Open the communication window to respond to the requestor
4. View History: See the complete history of the request
5. Reject LSR: Reject the request with comments
6. Convert to Matter: Create a matter from this request (requires a linked client)
7. View File: View and download all attachments

Managing Communications

The LSR module provides tools for maintaining clear communication between requestors, approvers, and assignees.

View Communication

The View Communication popup allows you to view and respond to communications for a specific request.

Accessing View Communication

• As an Approver: From the New Services page, click the Reply action button for a request
• As an Assignee: From the Under Process page, click the Reply action button for a request

View Communication popup showing request details and communication history

Communication Features

1. Request Details: 
   • Request number
   • Requestor name and date
   • Service type
   • Requestor documents
   • Subject and details
   • Property information (if applicable)
2. Status Update: 
   • Radio buttons to update status: Pending, Completed, Pending for Documents
   • "Legal Notice Served" checkbox (appends this text to your comment)
3. Communication History: 
   • Table showing all communications
   • Date and time
   • Comments
   • Sender name
   • Attachments
4. New Communication: 
   • Comments field
   • Attachment upload
   • Send button

Note: If the request status is "Completed," you can view the communication history but cannot send new messages.

 View History

The View History popup shows a complete timeline of all actions and status changes for a request.

Accessing View History

• As an Approver: From the New Services page, click the View History action button for a request
• As an Assignee: From the Under Process page, click the View History action button for a request

View History popup showing complete timeline of request changes

History Information

The history view displays a comprehensive table of all actions performed on the request. Below is an example showing all possible actions and statuses:

The history table tracks all possible actions including:

• LSR Created: When the request is first submitted
• LSR Seen: When an approver first views the request
• Assigned To: When the request is assigned to a lawyer
• Comment Added: When approver or assignee adds a comment
• Customer Responded: When the requestor responds to a query
• Client Linked: When the request is linked to a client
• Convert to Matter: When the request is converted to a matter
• Rejected: When the request is rejected

And all possible statuses:

• New: Initial status when created
• Reviewed: When approver views it
• Pending: When assigned and in process
• Pending For Documents: When awaiting documents
• Completed: When fulfilled
• Rejected: When rejected

Understanding LSR Status

The LSR module uses different statuses to track the progress of requests. The available statuses vary depending on your role.

Status as Seen by Requestors

• New: Request has been created, and no one has seen the request so far
• Reviewed: An approver has opened the request
• Pending: Request has been assigned or comment has been added and the request is being processed
• Pending for Documents: Additional documents are required from the requestor
• Completed: Request has been fulfilled
• Rejected: Request has been rejected

Status as Seen by Approvers

• Pending: New requests awaiting review or assignment
• Pending for Documents: Additional documents are required from the requestor
• Assigned: Request has been assigned to a lawyer
• Completed: Request has been fulfilled
• Rejected: Request has been rejected

Status as Seen by Assignees

• Pending: Assigned requests awaiting action
• Pending for Documents: Additional documents are required from the requestor
• Completed: Request has been fulfilled
• Rejected: Request has been rejected