General FAQ's

This FAQ page is for general questions about using Wise Owl Legal.

For specific FAQ's please go to Trust Accounting FAQ's, Finance FAQ's, Documents FAQ's or External Accounting System FAQ's.

Q:        How do I find my product version?
A:         Settings Cog > Appliance Settings > Product Version

Q:        I can’t figure out what to put in a field
A:         Hit the ‘down arrow’ on your keyboard to see more options in a pick list

Q:        Is there a manual?
A:         Yes there is! We update it frequently as you suggest things you need to know about. It can be accessed by the link at the bottom of every Wise Owl Legal Page.
            There is also a help icon on every WOL screen in the top right corner. This will take you to the help page that corresponds with what you are looking at.

Q:        What do I do if I cannot remember my password?
A:         Your server manager can get into the password system and reset your password. It can be an email reset link, a paraphrase or password generated by the system, or a password you choose.

Q:        Why is it asking for my two factor authentication again?
A:         If you have deleted your browsing history, this will also reset Wise Owl's knowledge of the original code you put in. It comes under Cookies and other site and plug-in data.
            You will need to re-enter the code from your authenticator. Contact the Wise Owl Help Desk if you need assistance

Q:        Someone is logged on and using up a simultaneous user but I know they aren't at their computer!
A:         If someone has forgotten to log out, you can 'kick' them from Wise Owl. Be aware that anything that they were working on may be lost!

To kick someone, Go to the Tools and Settings Cog > Active Users > Find the User Name of the person you want to kick > Go to the Right hand side and select the drop down on actions > Kick

Q:        What should I expect when an update comes through?

A:         You will be informed of updates before they go onto your system (usually overnight). Once your system has been updated, you will receive a System Update Message saying that the Update was successful.

            Note that only high end level users will see the update message.

Open

Q:        The field I want isn’t available in the dropdown

A:         All dropdown fields can be customised by going to appliance settings > general > manage list definitions > [dropdown category you wish to add a field to] > add record > save changes

Q:        How do I delete a user?
A:         You can disable a user by going to Settings Cog > Manage Users > Select the user > Account > Untick the 'Active' Checkbox.
            You cannot delete users as they are attached to transactions in your database.

Q:        I have entered typing shortcuts in but they aren’t working!!
A:         This would be a caching error in the browser you are using. Try refreshing the browser or closing all the browsers and re opening them. If it still doesn’t work then the browser may need a 24 hour period to refresh and show your changes.

Q:        Why isn’t my contact appearing in a pick list?
A:         Pick lists can be out of date by up to 24 hours and the end user browser is not aware of this.

Scenario: User starts entering data on one page, opens another tab to enter a new contact, goes back to the original tab and expects the contact to be there. Contact is not cached on the original tab, no opportunity for the web browser to reload the page and receive some sort of server notification that it needs to reload cached data. 

Q:        How do I delete a user? (Also - How do I make a user inactive?)
A:         There is no way to delete a user. You can make a user inactive. 
             1. Go to the Tools and Settings Cog
             2. Select Manage Users
             3. Select the User you want to make inactive
             4. Open the Account bar and untick the 'Active' Checkbox
             5. Save your changes.

Q:        How do I request a report enhancement
A:         1. Start by selecting the green plane on the top right of every Wise Owl screen.
             2. Scroll down to the Request Details section and choose the 'I have an idea to improve Wise Owl Legal' Category

Open

             3. Continue scrolling down and fill out the Request Summary and Request Detail.
             4. Give as much information as possible and if necessary, attach images for review. 
             5. Send the request to the support desk and wait to hear back.
            See Also: Help Desk Home   

Q:        How do I report a bug?
A:         1. Start by selecting the green plane on the top right of every Wise Owl screen.
             2. Scroll down to the Request Details section and choose from the top two categories

             3. Continue scrolling down and fill out the Request Summary and Request Detail.
             4. Give as much information as possible and if necessary, attach images for review. 
             5. Send the request to the support desk.
            See Also: Help Desk Home   

             Please be aware of the following response times:

Q:        How do I log a support call?
A:         See above: How do I report a bug?
            See Also: Help Desk Home 

Q:        What report should I use for my Professional Indemnity Insurance Renewal?
 A:        The Billing Summary Report will give you the Total of Fees (Exl GST) for the calendar year you select  which can be used for the Actual Gross Fee Income Rendered figure