LEGAL CASE MANAGEMENT SUPPORT CHECKLIST

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--- INITIAL CASE REQUEST & TRIAGE ---
[ ] Request Urgency (High, Medium, Low)
[ ] Requestor Name
[ ] Case Number (if applicable)
[ ] Detailed Description of Issue
[ ] Affected System/Module (Document Management, Communication Portal, Billing & Invoicing, Case Tracking, Other)
[ ] Number of Users Affected (if applicable)
[ ] Date Issue First Observed
[ ] Initial Support Tier (Tier 1, Tier 2, Tier 3)

--- SOFTWARE ACCESS & PERMISSIONS ---
[ ] Authentication Method (Username/Password, Multi-Factor Authentication (MFA), Single Sign-On (SSO))
[ ] Username
[ ] Error Message (if any)
[ ] Number of Failed Login Attempts
[ ] Role/Permissions (Viewer, Editor, Admin, Custom)
[ ] Specific Permissions Required (if applicable) (Document Upload, Case Notes, Reporting Access, Data Export)
[ ] Account Creation/Last Modified Date

--- DATA MIGRATION & INTEGRATION ---
[ ] Number of Records Migrated
[ ] Migration Method (CSV Import, API Integration, Direct Database Transfer, Other)
[ ] Migration Start Date
[ ] Migration End Date
[ ] Data Mapping Details (source to destination fields)
[ ] Pre-Migration Data Sample (e.g., CSV excerpt)
[ ] Data Validation Checks Performed (Data Type Verification, Duplicate Record Identification, Required Field Check, Referential Integrity Check)
[ ] Notes on Data Transformation Rules

--- REPORTING & ANALYTICS SUPPORT ---
[ ] Describe the reporting issue/error message
[ ] What report is affected? (Case Summary Report, Billing Report, Litigation Timeline, Custom Report)
[ ] Report Generation Time (seconds)
[ ] Date of Issue
[ ] Time of Issue
[ ] Data Source Issue? (Yes, No)
[ ] Attach Screenshot of Error (optional)

--- SECURITY & COMPLIANCE VERIFICATION ---
[ ] Data Encryption Status (Enabled, Disabled, Partial/Review Required)
[ ] Access Control List (ACL) Review Frequency
[ ] Last Audit Date
[ ] Relevant Compliance Standards (GDPR, HIPAA, CCPA, PCI DSS, Other - Specify in Long Text)
[ ] Security Incident Reporting Procedures Review
[ ] Data Processing Agreement (DPA) Upload

--- TRAINING & DOCUMENTATION ASSISTANCE ---
[ ] Training Material Requested? (Yes, No)
[ ] Specific Training Needs Description
[ ] Existing Training Materials (Optional)
[ ] Preferred Training Format? (Live Webinar, Recorded Video, Written Documentation, Combination)
[ ] Requested Training Date (if applicable)
[ ] Questions/Clarifications for Training

--- ESCALATION & VENDOR MANAGEMENT ---
[ ] Severity Score (1-10)
[ ] Escalation Tier (Tier 1 - Internal Support, Tier 2 - Subject Matter Expert, Tier 3 - Vendor Support)
[ ] Detailed Description of Issue
[ ] Supporting Documentation (Screenshots, Logs)
[ ] Vendor Contact Method (Phone, Email, Portal)
[ ] Vendor Contact Name
[ ] Vendor Contact Email
[ ] Escalation Date

--- POST-RESOLUTION & FEEDBACK ---
[ ] Resolution Time (minutes)
[ ] Resolution Method (Workaround, Fix, Documentation Update, Vendor Fix)
[ ] Detailed Resolution Notes
[ ] User Satisfaction (Initial) (Very Satisfied, Satisfied, Neutral, Dissatisfied, Very Dissatisfied)
[ ] Additional Comments/Observations
[ ] Follow-up Date (if required)

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