Administration Menu > Admin Self-Service

Admin Self-Service

Users who cannot view or edit a document due to an existing policy can request access via Milan's Self-Service feature. To make a request, a user can either:

Right-click on her My Matters List in DeskSite or FileSite and select Self-Service from the Milan submenu.
Open an NRL for a document to which she does not have access.

Whether a user will be allowed to make a self-service request for a specific document is determined by the configured self-service rules, which can be created and managed by administrators on the Admin Self-Service page (.../milan/selfservice/adminservice.aspx). Additionally, end users can create self-service rules for their own documents with the Set My Self-Service Options command, which is also available in the My Matters List right-click menu.

Creating a Self-Service Rule

Administrators can add new self-service rules via Admin Self-Service, which can be accessed from Admin → Policy Center → Self-Service Admin.

To add a new self-service rule:

On the Admin Self-Service page, click Add Rule.
In the Self-Service dialog, select whether to allow requests based on a document's author/operator or client/matter.
Based on your previous selection, fill in the Client (Start/End), Matter (Start/End), Author, and Operator fields.
- By Author/Operator: Select an author and/or operator (you must specify at least one) and, if required, a range of client and/or matter numbers.
- Client/Matter: Specify a range of client and/or matter numbers.
If you would like to create an inclusion or exclusion list for the list, select Deny access to all users for self-service except or Allow self-service to all users except, respectively, and select one or more users from the drop-down menu; otherwise, leave the drop-down menu blank to include all users.
Click Save to close the dialog and create the rule.

Approval via Email Reply

Because recipients of self-service approval notifications must be able to access the Milan server in order to follow the included link, users who are outside the office cannot approve or reject requests without first establishing a VPN connection to the firm's intranet. To avoid this issue, Milan can be configured to accept and process approvals via email reply.

Setting Up Email Approval

To enable self-service approval via email:

Create an Exchange email account to be used exclusively for self-service approval.
Enter the Exchange server and account details in the Self-Service Exchange Settings Dialog.
Specify the approve and reject keywords via the self-service-exchange-approve-word-setting and self-service-exchange-reject-word-setting application settings, respectively.
Enable the Exchange Self Service Task background service.

Workflow

A user requests access to a document or matter via the Self-Service dialog.
Milan sends an email notification to all users who have been designated as approvers for the workspace.
An approver replies to the request notification and includes an approve or reject keyword in the body of the message.
The Exchange Self Service Task background service fetches the approver's reply from the Exchange server and checks for the presence of an actionable keyword.
If a valid keyword is found, the service approves or rejects the request according to the approver's reply.
Milan sends an email notification to the original requester detailing the approver's decision.

Replying to an Approval Request

To approve or reject a self-service request via email:

Open a self-service request notification in your email client.
Create a reply to the message.
In the body of the new message, enter the appropriate approve or reject keyword above the text from the notification.
Send the reply.

Rules Tab

Administrators and service/help desk staff can manage approvals via the Rules tab on the Admin Self-Service page.

Column	Description
ID	A numeric ID used by Milan to identify self-service rules.
Rule Type	AuthorOperator or ClientMatter
Client ID (Start)	The starting value for the range of client numbers to which the rule will apply.
Client ID (End)	The final value for the client number range.
Matter ID (Start)	The starting value for the range of matter numbers to which the rule will apply.
Matter ID (End)	The final value for the matter number range.
Author	The WorkSite user configured as the rule's target author.
Operator	The WorkSite user configured as the rule's target operator.
SelfServiceType	Specifies who can approve a self service request for a document covered by the rule.
Updated By	User who last updated the rule.
Updated Time	Day and time of the last update to the rule.

Add Self-Service Rule Dialog

Setting	Description
By Author/Operator	Application of the rule will be based on the author/operator specified below. When this option is selected, an author and/or operator must be specified. If values are also provided for the optional Client (Start/End) and Matter (Start/End) fields, the rule will only apply in cases where the author or operator matches and the client matter is withing the specified range.
Client/Matter	The rule will apply to all documents that have client matter numbers within the ranges specified below in the Client (Start/End) and Matter (Start/End) fields.
Client (Start/End)	A pair of client numbers that define the range of clients to which the rule will apply.
Matter (Start/End)	A pair of matter numbers that define the range of matters to which the rule will apply.
Author	A WorkSite user, selectable from the drop-down menu, that must match the author of a document in order for the rule to apply. If no author is specified when By Author/Operator is selected, a user must be specified in the Operator field below.
Operator	Same as Author except applicable to the operator of a document.
Deny access to all users for self-service except	Only users selected from the drop-down menu below will be able to use self-service.
Allow self-service to all users except	All users will be able to use self-service except for those selected from the drop-down menu below.

Self-Service Settings Dialog

Setting	When Checked
Enable Author/Operators to approve Self-service requests for Matter Owner policies	The author or operator of a document can approve document self-service requests if an inclusionary policy with a Self-Service Type of Matter Owner applies to its client/matter.
Enable Author/Operators to approve Self-service requests for Matter Team Policy	The author or operator of a document can approve document self-service requests if an inclusionary policy with a Self-Service Type of Matter Team applies to its client/matter.
Enable Author/Operators to approve Self-service requests for Risk Team Policy	The author or operator of a document can approve document self-service requests if an inclusionary policy with a Self-Service Type of Risk Team applies to its client/matter.
Enable self-service requests for nrl files	Users who do not have access to an NRL's target document will be presented with a dialog to submit a self-service request.

Setting	Description
Default self-service type for documents when there is no policy for document's client/matter	The default Self-Service Type for documents that are not covered by an inclusionary policy in Policy Center. In addition to the types listed in Add New Custom Policy Type/Edit Policy Type Wizard, documents can also default to Approved By Author Operator.
Default self-service type for workspaces when there is no policy for a client/matter	The default Self-Service Type for workspaces that are not covered by an inclusionary policy in Policy Center. For descriptions of the types, see Add New Custom Policy Type/Edit Policy Type Wizard.

Self-Service Exchange Settings Dialog

Option	Description
Exchange Url	The mail server's Exchange Web Services (EWS) URL, which ends in .../EWS/Exchange.asmx
User Name	The name of the account that will receive replies to approval notifications.
Password	The password associated with the account specified in User Name.
Exchange Version	A drop-down menu from which you can select the version of the Exchange server.
Fetch Mails	The maximum number of unread self-service messages that Milan should retrieve from the inbox at one time.