To streamline your intake triage processes, it pays to organize your matter fields. Consider the attributes and information needed to effectively triage and assign a matter, and ensure that these fields are visible from the preview mode across all matters.
For example, key fields could include:
Description of the issue
Most matter types are assigned to a particular legal team. However, some matter types, such as Employment Law, contain a greater variety of issues, thereby requiring assignment to different teams. For these, use auto-assigning rules. For example, Healthcare legal issues auto-assign to Team A; whereas Discrimination, harassment, and retaliation issues auto-assign to Team B.
If you are the intake manager for a particular team, ensure you filter your intake grid to show only those matters that apply to your team.
Be aware that matters that are created via email plugins cannot be sent to the intake queue. Therefore it is a good idea to save a view in your grid that filters for unassigned matters.
It is also worth noting that there is a difference in intake behaviors depending on whether the matter is created by a standard business user, or created internally by a member of the legal team.
When a business user or a contributor creates a matter it will automatically go to intake.
When a member of the legal team creates a matter, it doesn't go to the intake queue by default. If the user wants the matter to hit the intake queue, it must be assigned to intake upon creation.
When assigning a matter from intake to a member of your legal team it is important that you consider their current workload. This means maintaining some grid views enabling you to see the current number of matters per lawyer.
Typically to assign a Matter Manager, one would have to first join the matter. And once a matter is joined, you will begin receiving notifications from that matter. As an Intake Manager, it is feasible to find yourself therefore a member of most of your organization's matters. While it is possible to add yourself to a matter, assign it, then remove yourself from the matter, a far more efficient method is to simply use in-line grid editing.
In-line grid editing allows you to edit matters without having to join them. To use this feature, you need the 'Edit matters from the grid' permission turned on. Speak with your organization admin to get this permission enabled.
Once you have the 'Edit matters from grid' permission, just click on the pencil icon to toggle editing mode, then assign a Matter Manager in the MM attribute column.