Self-Service

When a policy has self-service enabled, users are allowed to request access to workspaces and documents that are covered by the policy through their WorkSite client.

When a new inclusionary rule is created within Policy Center the option to add Self-Service is enabled. This feature passes responsibility of managing access of the matter to the team selected during the policy creation process.

Option	Description
Anyone/No Approval Required	When access to a matter needs to be audited, select this option to keep track of users that request permission to the matter. When a user requests access to a workspace using the Self-Service dialog, Policy Center will automatically add the user to the matter team, grant access to workspace, and add a shortcut to user’s my matters
With Approval Of Matter Owner(s)	Access to the matter is enabled when a Matter Owner, as defined in the Matter Management System, grants access to the requesting user.
With Approval Of Matter Team	Access to the matter is enabled when a Matter Team, as defined in the Matter Management System, grants access to the requesting user.
With Approval Of Risk Team	Access to the matter is enabled when the Risk Team, as defined by Policy Center, grants access to the requesting user.
No Self-Service Permitted	Users are unable to request access to the matter via Self-Service and must request access through legacy channels.

Requesting Access to a Matter Using Self-Service

1. If self-service has been enabled on the policy, a user can request access to the matter from within WorkSite by right-clicking on My Matters and selecting Milan → Self-Service.
2. The user is then presented with a screen to enter the document number or workspace they wish to access.
3. If no approval is required, once this information has been entered an email will be sent to the responsible party, identified during the policy setup, requesting access (matter owners or the Risk Team). The email will include a link that the matter manager(s) can use to approve or deny access. The service desk can also grant the permission on behalf of Attorneys or the Risk Team from Security Center → Self-Service.
4. If access is Approved, the user will be added to the matter team immediately and have access to all files. If access is Denied, an email will be generated to the user informing them that their request was denied.

Requesting Access Via WorkSite Shortcuts

1. If a user who is not included in the policy matter team is sent a WorkSite Shortcut (NRL link) to a document saved in a secured matter and they access it, a prompt appears displaying, "You do not have access to this document, do you want to request access to it?".
2. If the user clicks Yes, an email request is generated and sent to the responsible party identified during policy setup.
3. The responsible party can Approve or Deny the request by clicking on the appropriate button. If Approve is selected, the user is redirected to an approval page. Click Approve to allow access.

Help Desk Approval

In situations where the Help Desk needs to approve access to a matter on behalf of the Risk Team or Matter Owner, they can do so from the Self-Service tab in Security Center. See Managing Self-Service Requests

From the search results, the Help Desk can see the Requester name in the Requester column and click the green check mark to approve access to the matter. To deny access they would click the red X.