Matter states
Within InTouch a matter can be one of 7 different states:
Lead
The matter is not yet confirmed.
When creating a new matter, you will be asked whether it should be set as lead or open.
Matters opened via a
form are automatically set as leads.
Open
The matter is actively being worked on.
If a matter isn't progressing, place it on hold to pause any scheduled alerts. Select the settings cog to the right hand side of the matter > Place on Hold.
Completed
The transaction has concluded from a client's perspective i.e. at completion or settlement date, but there is still work that's required at your end.
Matters will be automatically set to complete when all
tasks are marked as complete.
Closed
The matter has fully concluded.
Matters must have balanced accounts in order to be marked as closed.
Archived
The matter has fully concluded and is being stored for record keeping purposes.
Matters must have balanced accounts in order to be marked as archived.
There is no operational difference between archived and closed matters but using this state allows you to filter out these matters from your
homepage.
Matters can be automatically changed to archived after a defined time period. Configure this setting within Settings > Organisation Settings > Advanced.
Aborted
The matter has been cancelled. The user will be prompted to provide a reason for this.
Matters must have balanced accounts in order to be marked as aborted.
Aborted matters are not visible to stakeholders within the
InTouch portal.
Deleted
The matter is no longer required.
The matter will be placed in a "Trash Can" and permanently deleted from InTouch after 31 days.
Matters must have balanced accounts in order to be marked as deleted.
Only certain users have
permission to delete matters.
To restore a deleted matter, within the
InTouch homepage change the state filter to 'Trash Can' and select the matter to be restored.
Deleted matters are not visible to stakeholders within the
InTouch portal.
Changing matter state
A matters state can be changed manually or automatically:
Manually
- Navigate to the matter
- Select the Current State drop down menu on the left hand side
- Choose the appropriate State
- If choosing Aborted, provide a reason for aborting the matter
Change the state of multiple matters through the
InTouch homepage. Use the checkboxes to the left of the matters and choose whether to Abort or Delete.
Automatically
The matter state can be automatically changed through the completion of a task. To configure this:
- Navigate to the Matter Template
- Select Tasks
- Either Add a new task or select Edit on an existing task
- Navigate to the "When this task completes" section and choose the appropriate action
A great time to automatically convert a matter to open is when you have been instructed by a client.
