Summary

In the event a document is released to the wrong case (i.e. a document from Case A, released to Case B), we need to follow a strict set of steps to ensure the correct checks and notifications are made. There are two different set of steps when a document is uploaded v replaced. 

We've set out the correct steps to follow for uploaded and replaced documents below.

More information on user access ticket templates can be found here.

Documents(s) from Case A uploaded to Case B

  1. Flag with SOM - Flag client email, name of Case B and location(s) of Case A document(s) with a SOM straight away.
  2. Hide Documents & Organise Checks- SOM creates relevant Sync-Hide folder and bulk organises doc(s) for SE viewing checks to be done - sync ASAP so docs are removed from client view and make a note of the time the docs were removed from clients. If no SOMs are available, SOL actions this step.
    1. Folder should include date created and time of client email (if possible).
    2. Sync ACL should match the destination folder that doc(s) was originally in and then Hide should be selected i.e. if doc was not originally synced to Mirror A, Mirror A does not need to be selected for Sync-Hide folder and should just continue to be no sync. This ensures the document does not get released to any mirrors it was not previously on (i.e. Mirror A will never have it). 
      1. Note: Need to identify the case the incorrect doc(s) belongs to (i.e. identify Case A) and when they were released to Case B.
  3. Correctly Upload Documents - Upload correct doc(s) to Case B and confirm to client.  
  4. Send PS Ticket- Make a ticket for Product Support (PS) to check who has viewed the Case A doc(s) in line with template.
    1. Ticket should be a P2 unless it's more urgent in which case P1.
    2. Include the Master URL(s) for the doc(s) to check or attach a CSV of Magnum and Database IDs if there are a lot of docs to check.
    3. The time frame that should be checked (i.e. when Case A docs were released to and hidden from Case B).
  5. Delete Incorrect Documents - Once we have the viewing report from PS, Case A doc(s) in sync hide folder to be deleted, including from the trash.
  6. Update Clients - SOM to confirm to Case A client what doc(s) was uploaded in error and confirmed if it has been viewed (if needed).
  7. Record Incident - Situation to be added to Feedback tab of Case A and Case B.
    1. Needs to be marked as an incident for Case A and just as standard feedback for Case B.

Document(s) from Case A replaced on Case B

  1. Flag with SOM - Flag client email, name of Case B and location(s) of Case A doc(s) with a SOM straight away.
  2. Export Document & CSV - Download copies of the Case A doc(s) and a CSV so we can work out what Case A is.
  3. Record & Correct Replacement - Make a note of the revert time in replace window so we roughly know when the incorrect replacement was actioned. Then replace Case A doc(s) with correct Case B doc(s) and make a note of the time actioned. You should then have a time window which includes the time the incorrect replacement was actioned and when the correct replacement was actioned. 
  4. Send PS Ticket - Make a ticket for Product Support (PS) to check who has viewed the Case A doc(s) - template attached.
    1. Ticket should be a P2 unless it's more urgent in which case P1.
    2. Include the Master URL(s) for the doc(s) to check or attach a CSV of Magnum and Database IDs if there are a lot of docs to check.
    3. The time frame that should be checked (i.e. when Case A docs were released to and removed from Case B)
  5. Update Clients - Once we have viewing report from PS, SOM to confirm to Case A client what doc(s) was released in error and confirmed if it has been viewed (if needed). 
  6. Record Incident- Situation to be added to Feedback tab of Case A. 
    1. Needs to be marked as an incident for Case A and just as standard feedback for Case B.