CounselLink Answer Center for Clients

Work Intake Administration

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Work Intake configuration enables your organization to automate routing and workflow processes consistently.

Work Intake must be configured for your organization in order to perform these tasks. You must have the Intake Administrator role in order to perform the actions detailed in this article.

This article covers the following:

Recommended Setup

Generally, you will follow this process to customize intakes for your organization:

  1. Create unique User Groups to specify how intakes will be routed.
  2. Access the Work Intake Administration page to create Request Types —or different intake forms—that users will complete.
  3. Customize UCDF fields to add to your forms.
  4. Configure Rules to determine how your requests will be routed within your workflow. You can use them to assign the requests to specific users or groups you've created.

Once you've set up your intakes, you can also manage external user access to your intake forms. Intake Administrators can also assign intakes to users by mass action from the Intake Search page.

About the Work Intake Administration Page

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The Work Intake Administration page allows you to manage Request Types (forms) and rules.

You must have the Intake Administration role in order to access this page.

You can access the page in the QuickLinks section of the Corporate Profile page or in the Administration panel of the homepage.

The link takes you to the page, which allows you to manage Request Types and rules.

Once a Request Type is created, you can configure fields and apply rules to control routing. For example, a Contract Review Request Type can automatically route to the appropriate legal team.

Creating Request Type Forms

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Request Types—or forms—help your organization collect essential information about intakes. Requesters select from a list of these custom Request Types upon submission. Request Types also specify the user or group who will be assigned upon submission.

Over time, you may need to set up new Request Types for your organization.

You must have the Intake Administrator role to create Request Types.

  1. Click Work Intake from the QuickLinks section or the Administration panel of the homepage. The Work Intake Administration page displays.

  2. Click +Add Request Type. The Add Request Type window slides out.

  3. Complete the fields as necessary.

    Fields marked with a (*) are required.

    Field Description
    Name * Enter a name for the Request Type.
    Location*

    Select the layout location where custom fields are stored. You may click + Add New Location to create one.

    Your organization's subscription determines how many forms you can create.
    Assign To* Select Person or Group for who the Request Type will be assigned to. 
    Document Required Select Yes or No to require a document be attached upon the request submission.
    Convert to Matter Select Yes or No to allow the request type to be converted to a matter.

  4. Click Save Request Type. The Request Type is added to the list.

    New Request Types are inactive by default. You must manually activate them in order to make them live.

Creating Rules for Work Intake

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Rules automate routing and assignment of intake submissions.

You must have the Intake Administrator role in order to create rules.

  1. Click Work Intake from the QuickLinks section or in the Administration panel of the homepage. The Work Intake Administration page displays.

  2. Click Manage Rules. The Event Rule Administration page displays.

  3. Click +Create. The Create Rule page displays.

  4. Fill out the following fields to complete your Rule Type Event:

    Fields marked with an asterisk (*) are required.  

    Field Description
    Rule Type* Select Matter.
    Rule Name* Enter a name for the rule.
    Event Type*

    Specify an event for which the rule will trigger.

    • Intake Created: The rule will trigger based on when the intake is submitted.
    • Intake Assigned: The rule will trigger based on an intake assignment.
    • Matter Created: The rule will trigger when the intake is converted to a matter. This option allows you to automatically assign a task set to the newly created matter in the 'Then' field.
    Priority* Select a priority level to determine if a rule will fire before or after another rule.

  5. Click the plus sign next to the When under the Define Conditions and Actions section. This will define the event that will trigger the rule.

    Your selection here dictates the dropdown options available in the 'When' and 'Then' areas.

  6. Select Field, Request Type, Intake Assigned, or Matter Type from the dropdown next to When. Selecting Field allows you to select a value condition based on a specific field input on your Request Type, and selecting Request Type allows you to select a specific type.

    • Depending on this selection, configure your When definition. For example, if you want the rule to fire when a certain Request Type is submitted, you would select 'Request Type,' 'Equals,' and then select the specific type.

  7. Select Add Task Set or Assign Intake next to the Then under the Define Conditions and Actions section. Selecting Add Task Set allows you to select a task set to be applied to the intake or matter, and selecting Assign Intake allows you to assign a person or group to an intake.

    • Depending on this selection, configure your Then definition. For example, if you want a specific task set to be assigned, you would select 'Add Task Set' and select the specific set from the drop down.

      You can add more than one 'Then' by clicking the plus sign. For example, click it if you'd like to specify that a task set be applied to the intake and a person or group be assigned to it.

  8. Click Save. The Rules Administration page displays with the new rule created including a symbol to indicate that it is not yet live.

  9. Check the box next to the rule.
  10. Click Publish. The Confirm Publish window displays.
  11. Click Confirm.

A message displays confirming that the rule has been published.

Adding Custom Fields to a Request Type

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Once you've created a Request Type, you need to add specific fields to it. The requestor must complete these fields before submitting the form to your organization.

You must have the Corporate Administrator role to create and administer configurable fields.

  1. Click Configurable Fields Layout from the QuickLinks section or the Administration panel of the homepage. The Configurable Fields Layout page displays.

  2. From the Change layout location drop down, select the location.

  3. Click Go. The layout page for your selected location displays.

  4. Configure the location to display the fields you wish your Request Type to show. For example, if you are setting up a Request Type for Contract Information, you may want to include contract value, turnaround date, or contract type. This example is displayed in the screenshot:

    See this topic for more information on configurable fields.

  5. Click Publish.

The fields will now appear on your Request Type. 

Managing Request Type Status

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New Request Types must be activated before use.

You must have the Intake Administrator role to perform this action.

  1. Navigate to the Work Intake Administration page.
  2. Find your Request Type.

  3. Use the status slider to toggle Active/Inactive.

Your Request Type is updated.

Setting Up an External Link

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External users can submit intake forms through a secure portal link.

The External Users Administration page provides a link that you can share with outside organizations. This link takes them to a portal to submit requests.

Users must have the Matter Intake Administrator role to perform these actions.

  1. Click External Users from the QuickLinks section of the Corporate Profile or the Administration panel of the homepage. The Manage External Users Administration page displays.

  2. Click Copy link. 
  3. Under Domains Allowed, enter any email domains that you wish to approve for access to the link. You will receive an error if you enter in a domain that exceeds your organization's allowed limit.
  4. Click Add.
  5. Click Save.

External Users Submitting Intakes

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Once you've configured your link for intake submission, requestors will be taken through a verification process.

If you have the User Administrator role, you can edit or manage the status for external users.

  1. Once a user has clicked the external link for submission, they will be taken to the Request Access to Work Intake page.

  2. When they've filled in their name and email address and hit Submit, they will be sent a six-digit verification code.

    If the email address they've entered is not an approved email domain, they will receive an error.

  3. After retrieving the code, they will enter it and hit Verify. The Create Intake page displays.

    If this is the user's first login, their User Profile will be created automatically.

Assigning Intakes by Mass Action

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If you have the Intake Administrator role, you can reassign intake submissions from the Intakes Search page.

  1. Navigate to the Intake Overview page.
  2. Place a check mark next to the intake(s).

  3. Click Re-assign.

    The Reassign Work Intake window displays.

  4. Select either a Person (user) or a Group.
  5. Enter a description in the Reason For Change field, if necessary.
  6. Click Reassign Work Intake.

The intakes you've selected are reassigned to your the user or group.