Overview of Holds

You can use iManage Security Policy Manager (SPM) to record and administer holds.

SPM offers procedurally consistent, efficient, and defensible management of holds for clients, client groups, matters, cases and collections (collectively, "items").

SPM holds functionality that includes, but isn't limited to:

• Hold definition
• Custodian management, including self-maintaining rules
• Obligation notifications and acknowledgment
• Scheduled reviews
• Global and hold-specific reports
• Audit

This section explains how to create, edit, and manage holds for each type of item.

• Holds access and visibility
• Adding a hold
• Adding items to a hold
• Adding custodians to a hold
• Viewing hold details
• Viewing hold items
• Viewing hold custodians
• Viewing historical changes
• Viewing and performing hold acknowledgments
• Updating a hold
  • Updating details and notifications
    • General details
    • Memo and scheduled awareness reminders
    • Notifications
  • Updating hold items
  • Updating hold custodians
• Deleting a hold

Holds access and visibility

Holds and related roles 

SPM offers the following roles to manage holds:

• Global Holds Administrators: Users with this role can create and delete holds, acknowledge security memos on behalf of custodians, and view all holds in SPM, from the Holds dashboard.
• Local hold administrators: This role can be added to users on existing holds, giving them view and edit access to the hold, and the ability to acknowledge security memos on behalf of custodians, but not visibility into items on a hold that they don't otherwise have access to.

Other users also have specific access to holds information:

• Local administrators of items with holds, can view summary information on those holds from the Holds panel on the Security tab of that item.
• Custodians can view their holds in SPM User Console. For more information, refer to My Holds in iManage Security Policy Manager User Guide.
• All users with access to an item can see the holds badge on that item.

For more information on roles, see Users and Roles.

Holds dashboard

The Holds dashboard is available to users with the Global Holds Administrator role, or users added as local administrators to a hold.

It displays, and provides access to, all of the holds that a user administrates. For each hold listed on the dashboard, the following information is displayed:

• Hold ID
• Hold name
• Hold status, including expiry date if set.

To access the Holds dashboard:

1. From the SPM Home page, in the Overview panel, select View Holds.
   The holds dashboard displays.
2. From any page in SPM Administration Console, select Holds from the left navigation bar.
   The holds dashboard displays.

Holds on individual items

When an item is added to a hold in SPM, that item is displayed with a holds badge in both SPM Administration Console and SPM User Console.

Badges are visible to all users in SPM with access to or visibility of that item.

Figure: Holds badge

When a held item appears in a list, for example a client on the clients dashboard, links to holds on the item are displayed beside a holds icon:

Figure: Held client in a list

Custodians receive notifications about their holds and can view their holds in SPM User Console. For more information, refer to My Holds in iManage Security Policy Manager User Guide.

Adding a hold

1. Select Holds in the left navigation pane to access the Holds dashboard.

2. Select Add Hold. The Add Hold wizard appears.

   TIP:

   The numbered sections at the top of the wizard provide instant access to available steps of the wizard, and are available in accordance with the data you have already entered. When a section number is circled in black, you can browse to that step by selecting the circle.

3. In the General Details panel:

   1. You may see Hold ID.

      1. This is a mandatory field, but this isn't displayed when Hold IDs are configured to be automatically generated. If you don't see Hold ID, proceed to the next step.

      2. If Hold ID has a tooltip icon  beside it, this means that you can optionally specify the Hold ID; if it is left blank, an ID will be automatically generated.
         Otherwise, enter a unique identifier for the hold in Hold ID. A manually-entered Hold ID can be any combination of numbers, letters and/or special characters. The maximum length is 32 characters.

         TIP:

         The unique Hold ID can also be used for quick navigation.

   2. Enter a name for the hold in Hold Name. This is a mandatory field. The maximum length is 255 characters. 
   3. Optionally enter the name of who the hold was Authorized by.
   4. Optionally enter the Expiry Date of the hold. The expiry date can be adjusted later if required. When a hold expires, it's no longer active, but still exists in SPM.
   5. Optionally enter the Reason for the hold.

   6. Enter any desired description for the hold in Notes. This isn't a mandatory field.

      NOTE:

      If the Work URL Templates setting is configured under the Settings page, then in the Notes field, the icon is displayed.

      1. Select. 
      2. In the Add Work Link dialog, select one of the following options:
         • Paste Work Link: You can add a different work document/folder URL to the one configured in the Settings page. You can test the link by clicking Test Work Link.
         • Select Document by ID and Version: You can add the document ID and version. In this option, the URL configured in the Settings page is considered.
         • Select Folder ID: You can add the folder ID. In this option, the URL configured in the Settings page is considered.
      3. Enter the relevant details based on your selection.

      Enter a brief and relevant text that provides ‌context to the content in the link in the Link Text field and then select Add Link.

4. You are added by default as a local administrator for the hold. Your name is displayed in the hold Administrators panel. You can add more administrators to the hold (if your role permits). Local hold administrators can update the hold that they administer, but can't create or delete holds. When adding administrators, you can optionally add a comment in the Reason field about why those administrators were added. This reason is subsequently visible in the Timeline tab.

   1. Select Add. 

      NOTE:

      You have the option to filter the displayed user list based on user, type, job title, and/or practice area.

   2. In the Add Administrators dialog, use the selection tools to select users or groups.

   3. Select OK.

      NOTE:

      You may choose to not assign any user/group as an administrator for the hold.
      Select the row of the administrator or select the check box next to the administrator. Then, select Remove Selected. You are presented with an option to specify the reason for removal; if a reason is entered, this will be visible in the hold timeline.
      Alternatively,
      Select x on the row of a hold administrator to remove them from the role. You are presented with an option to specify the reason for removal; if a reason is entered, this will be visible in the hold timeline.
      If you don't add any hold-specific administrator for the hold, then the hold is administered by users with the Global Holds Administrator role.

5. Select Finish.

Adding items to a hold

1. Select Holds in the left navigation pane to access the Holds dashboard.
2. Select the required hold from the list. The hold page displays at the Hold Details tab.

3. Select Items to open the items tab.

4. Select Add Items. The Add Items dialog appears, displaying a list of all clients, client groups, matters, collections and cases.
5. Use the filter and selection tools to select the items that you want to add to the hold.
6. Select OK. The selected items are added to the hold and displayed on the Items page.
7. If required, you can also remove items:
   1. Select on the row of the item you want to remove.
   2. Select Remove. A confirmation dialog appears.
   3. Select Yes.

Adding custodians to a hold

1. From the Custodians tab, you can add hold custodians manually, by bulk addition, and by using self-maintaining rules.
   1. To add custodians to the hold manually:
      
      1. Select Holds in the left navigation pane to access the Holds dashboard.
      2. Select the required hold from the list. The hold page displays at the Hold Details tab.

      3. Select Custodians to open the custodians tab.

      4. Select Add Custodians.
      5. Use the filter and selection tools to select the users that you want to add as custodians to the hold.

      6. If required, add the Reason why these users are being added to the hold.

         NOTE:

         This reason relates to why a user is added to a hold; it is different from the hold Reason, which relates to the reason for the hold itself.

      7. Select OK.
   2. To add custodians to the hold using the Bulk Add feature, for example with a Microsoft Outlook mailing address list:
      1. Select , at the right of the Add Custodians button. The Bulk Add Custodians option appears.
      2. From the resultant context menu, select Bulk Add Custodians. The Bulk Add Custodians dialog box opens.
      3. In the text box, enter (or paste) any of:
         
         • a semicolon-separated list of users.
         • a new-line-separated list of users.
         • an Outlook email address list.
      4. All users must be validated successfully before they can be added as custodians. Select Validate Selection. If there any errors for users upon validation, such invalid users will display with red text. The number of errors is also displayed.
         
         1. Hover over the affected users (in red) for error details - for example, "Match not found" or "Multiple matches found".
         2. You can modify and then re-validate the original list as required, including by directly editing any red text (for example to correct a typographical error).
            You can also continue to add other users into the text box (and re-validate), as required.
      5. Optionally add a Reason for adding the custodian. Note that this is separate from the hold reason, which relates to the hold itself.
      6. Provided all users are validated successfully, select OK to add the users as custodians.
   3. To add custodians to the hold using self-maintaining rules, select . The Self-Maintaining Rule dialog appears.
      For information on this process, see Configuring self-maintaining rules.

Viewing hold details

From the Hold Details tab, you can view an overview of the hold items and custodians, and the general details.

• Viewing hold overview
• Viewing hold general details
• Viewing hold memo
• Viewing hold notification events

Viewing hold overview

From the Holds dashboard:

• Select anywhere on a hold row to browse to that hold. The Hold Details tab appears, with the Overview sub-tab open, by default.
  Alternatively
  
• In the row of a hold, select > Overview. The Hold Details tab is displayed with the Overview sub-tab open.

The overview displays the total number of items and custodians, and any scheduled reviews that have been set up for the hold. To browse to the relevant page for any of these, use the buttons provided. For example, to browse to the Items page, select the View Items button.

Viewing hold general details

From the Holds dashboard:

1. In the row of a hold, select > Hold Details. The Hold Details tab is displayed with the Hold Details sub-tab open.
   Alternatively,
   
2. Select anywhere on a hold row to browse to that hold. The Hold Details tab appears, with the Overview sub-tab open, by default.
   
3. Select Hold Details. The Hold Details sub-tab is displayed.

The General Details page displays high-level information about the hold such as Hold ID, Hold Name, Expiry Date, administrators and scheduled review. For information on updating any of these details, see Updating general details and notifications.

Viewing hold memo

From the Holds dashboard:

1. In the row of a hold, select > Security. The Hold Details tab is displayed with the Security sub-tab open.
   Alternatively
   
2. Select anywhere on a hold row to browse to that hold. The Hold Details tab appears, with the Overview sub-tab open, by default.
3. Select Security. The Security sub-tab is displayed.

The hold memo can be viewed, and updated if required.

Viewing hold notification events

In the Hold Details > Notifications tab, all of the constituent notifications comprising notification events for a hold are available for quick viewing in the Notification Events pane. 

Information displayed includes notification name, recipients, acknowledgment status, and any templates applied to an event notification, including for reminders.

For any Custodians - User(s) Added event with Impacted User in the Send To column, you can select > View Report to access the reports page, filtered by acknowledgments that are not yet acknowledged. Refer also to Viewing and performing holds acknowledgments. 

Viewing hold items

From the Holds dashboard:

1. Hover on the row of the relevant hold.
2. Select . The Items tab is displayed

The Items page displays high-level information about all of the items in that hold, including the security policy of those items and the date that the hold was applied.

To browse to the page of an item under the hold, select the row of that item from the list.

Viewing hold custodians

• View custodians list
• Download custodians report

View custodians list

From the Holds dashboard:

1. Hover on the row of the relevant hold.
2. Select . The Custodians tab is displayed.

The Custodians page displays high level information about all of the custodians in that hold, including their job title, practice area and reason, as applicable.

Download custodians report

You can download a filtered or unfiltered list of hold custodians, in PDF or Excel format.

1. From the Holds dashboard:
   1. Hover on the row of the relevant hold.
   2. Select . The Custodians tab is displayed..
2. Select .
3. Select:
   
   1. Download Report as PDF - to download as a PDF.
      A confirmation message appears. If the report is not filtered, you can opt to return to filter the report.
   2. Download Report as Excel - to download as an Excel file.
      A confirmation message appears. If the report is not filtered, you can opt to return to filter the report.
4. When you are ready to confirm the report download, select OK when this message appears.
   The report is downloaded.

Viewing historical changes

In the Holds dashboard

1. Select anywhere on the row of a hold to browse to the hold page.

2. Select the Timeline tab. 

   Alternatively, 
3. In the hold row, select  > Timeline.
   The sequence of updates and changes to the hold is presented in chronological order.

You have the option to filter the results by Details, Items, Start Date and End Date.

You can also download the hold timeline:

1. For PDF:
   1. Select Download Report.
   2. If the timeline has been filtered, the user is prompted to confirm if the full report should be downloaded or if the filtered report is preferred. 
      The report is downloaded in .pdf format.
2. For Microsoft Excel format:
   1. Select  > Download Excel Report.
   2. If the timeline has been filtered, the user is prompted to confirm if the full report should be downloaded or if the filtered report is preferred. 
      The report is downloaded in .xlsx format.

Viewing and performing hold acknowledgments

While individual custodians can view and acknowledge hold security information that's pertinent to them in the iManage SPM User Console—as described in the Viewing and acknowledging Holds section of iManage SPM User Guide—users with relevant administrative roles can view outstanding acknowledgments across the hold, and perform acknowledgments on behalf of (other) custodians. This may be required when, for example, some custodians who have received a Custodians - User(s) Added notification advising that acknowledgment of custodianship is required, aren't available to access iManage SPM.

• Viewing and performing hold acknowledgments from the Custodians page
• Viewing and performing hold acknowledgments from the Report page

Viewing and performing hold acknowledgments from the Custodians page

On the Holds > Custodians page, custodians requiring hold security memo acknowledgment are displayed with an exclamation mark icon () beside their name.

You can also filter the custodians list by Acknowledgment Required. to see only custodians that still need to acknowledge the memo.

To acknowledge on behalf of:

• A single custodian:
  • Select > Acknowledge Memo. The Acknowledge on Behalf of User dialog is displayed. 
  • Optionally enter a Reason for acknowledging on behalf of the custodian. 
  • Select Yes. A success message is displayed.
• Multiple custodians:
  • Use the filtering and selection tools (check boxes) as required. You can also enter a semicolon-separated list. a new-line-separated list, or an Outlook email address list into the Filter by Name field.
  • Select > Acknowledge Memo.
  • Optionally enter a Reason for acknowledging on behalf of the custodian. 
  • Select Yes. A success message is displayed.

Viewing and performing hold acknowledgments from the Report page

On the Holds > Report page, you can view the acknowledgment status of notification events for that hold, on a per-custodian basis. 

You can filter the list by Acknowledgment Status > Not Acknowledged. to see only custodians that need to acknowledge events.

To acknowledge on behalf of:

• A single custodian for an event:
  • Select > Acknowledge Memo.
  • Optionally enter a Reason for acknowledging on behalf of the custodian. 
  • Select Yes. A success message is displayed.
• Multiple custodians for an event:
  • Use the filtering and selection tools (check boxes) as required. You can also enter a semicolon-separated list. a new-line-separated list, or an Outlook email address list into the Filter by Name field.
  • Select > Acknowledge Memo.
  • Optionally enter a Reason for acknowledging on behalf of the custodian. 
  • Select Yes. A success message is displayed.

Updating a hold

From the Holds dashboard:

1. Select anywhere on a hold row to browse to that hold. The Hold Details tab appears, with the Overview sub-tab open, by default.
2. Browse to the tab or sub-tab corresponding to the

Select the required tab to perform the corresponding tasks.

Table: Holds tabs and their functionality

Updating hold details

• General details
• Memo and scheduled awareness reminders
• Notifications

General details

1. If you have sufficient permissions, you can update or add the following using the General Details panel:
   
   1. Hold ID
   2. Hold name
   3. Hold authorizer
   4. Expiry date
   5. Reason

   6. Notes

      NOTE:

      If the Work URL Templates setting is configured under Settings > General, the  icon appears in the Notes field.

      1. Select . The Add Work Link dialog appears.
      2. Select one of the options provided:
         1. Paste Work Link: Add an iManage Work document/folder URL that is different from the one configured on the Settings page. You can test the link by selecting Test Work Link.
         2. Select Document by ID and Version or Select Document ID: You can add the document ID (and version). For this option, the URL configured on the Settings page is considered.
         3. Select Folder ID: Add the folder ID. For this option, the URL configured on the Settings page is considered.
      3. Enter the relevant details based on your selection.
      4. Enter brief and relevant text that provides a context to the content in the link in the Link Text field and then select Add Link.

         Select Save to apply the changes.

2. You can update the list of administrators for the hold. You can add users as well as user groups as the administrators. This isn't a mandatory field. 
   

   1. To add an administrator:

      1. Select Add in the Administrators pane. The Add Administrators dialog box appears. 

      2. Use the filter and selection tools to select the users.

      3. Select OK to assign the users as the administrators for the hold.

         When an item is selected, a line displays above the lists stating "These users will be added as Administrators".
         

   2. To remove an administrator, select the check box next to the administrator. Then, select Remove Selected. Alternatively, select x for the row of the administrator to remove them from the role.
3. To set up a scheduled review of the hold at periodic intervals, select the Frequency of Review drop-down list under the Scheduled Review pane. 
   1. You can select any of the pre-defined periods or select Custom to enter a custom period, as applicable. The default review frequency is 'Never'.

   2. Select Save. The Due Date for the review is displayed.

      NOTE:

      If notifications are enabled, administrators receive a notification after the scheduled due date is past. If no such administrator is specified, the notification is sent to global holds administrators. The system sends out notifications daily, by default, until the review is complete. (The frequency of some review notifications can be adjusted if required. Refer to the iManage Security Policy Manager Installation Guide.)

Memo and scheduled awareness reminders

Use the Security Memo pane to customize the memo which can be added to notifications, for example that custodians receive to advise them of their obligations under the hold.

To access the Hold Memo pane:

1. Select the Hold Details tab.
2. Select the Security sub-tab.

Hold memos are sent when they are selected for inclusion in the template of notification events. For more information about these, refer to Notifications.

You can also schedule awareness reminders to regularly remind custodians of their obligations.

Hold Memo (text)

In the Security Memo text field, enter/update the security instructions as required, and then select Save to update the changes.

Scheduled Awareness Reminders and one-off Awareness Reminders

You can schedule Awareness Reminders of the Hold Memo to help ensure that custodians are reminded regularly of their obligations with regards the hold. Scheduled Awareness Reminders are not sent by default, but can be sent on a scheduled or one-off basis.

1. To set up the sending of a regular, scheduled awareness reminder:
   
   1. In the Scheduled Awareness Reminders pane, select the Edit Reminder button.
   2. A pop-up window, Edit Scheduled Awareness Reminder appears. Select the Frequency of Review dropdown.
   3. Choose the frequency that you would like the reminder to be sent, from the following options: Never, One Week, One Month, Three Months, Six Months, One Year, or Custom.
      1. If your selection is Never, One Week, One Month, Three Months, Six Months, or One Year, the Due Date of the next Awareness Reminder that will be sent is displayed in accordance with your selection. Select Save.
      2. If your selection is Custom, there are some additional options to configure, as follows:
         1. Select the Select Time Period dropdown first. The options available are: Days, Weeks, Months, or Years.
         2. Select in the Custom Period text field and enter the number of Time Periods (that is, the number of Days, Weeks, Months or Years accordingly to your selection in 1. above) between which you wish to send the Awareness Reminders.
            (For example, if you wish to send reminders every 3 months, you'd choose Months from the Select Time Period, and the enter the number '3' in the Customer Period text field.)
         3. In accordance with the time period you've set, the Due Date of the next Awareness Reminder that will be sent is displayed.
         4. Select Save.
2. To set up the sending of a one-off Awareness Reminder, at any time:
   
   1. Select Send a one-off Awareness Reminder now.
   2. A pop-up window, One-Off Awareness Reminder displays. A confirmation message appears.
   3. Select Send to proceed. A confirmation pop-up appears.

Notifications

Notification events help you create precisely the hold notifications you require, with simple, intuitive and flexible setup of messaging, recipients, acknowledgement and reminders. Events can be edited or deleted as required, and the creation wizard allows quick editing of email templates while preventing the inadvertent creation of duplicate events.

The Hold Details > Notifications > Notifications Events pane provides options to update the messaging and recipients for events where:

• Custodians are added to the hold.
• Custodians are removed from the hold.

Notifications created in this way are sent as email notifications to custodians and/or any specified interested parties, when conditions are met.

Creating and configuring hold notification events

To create a notification event:

1. In the Notifications Events panel, select + Add New. The Add Notification Event dialog opens.
2. Under Notification Event, select Select an Event. A drop-down list appears.
   • Select Custodians - User(s) Added to create an event that sends specified information to all users added to the hold as custodians, and/or to any other interested parties as required. This notification event type has an acknowledgement option, and if the relevant setting has been enabled, an acknowledgement verification option.
   • Select Custodian - User(s) Removed to create an event that sends specified information to all users removed from the hold as custodians, and/or to any other interested parties as required. 

The method to create notification events is similar for both types of notification event. Follow the instructions as described below:

• Recipient and acknowledgement options
• Creating or editing email notification templates

Recipient and acknowledgement options

1. Select to whom the notification will be sent.
   For Recipient, you can select either of the following options:
   • Impacted User: This option has a different meaning corresponding to the event selected:
     • For Custodians - User(s) Added, it's the custodian added to the hold.
     • For Custodians - User(s) Removed, it's the custodian removed from the hold.
   • Other: This provides the following additional options in the Recipients field:
     • Administrators: Local administrators specified for the case.

     • Custodians: All custodians on the hold.

     • Custodians by Job Title: Select this option for notifications to be sent to custodians with a particular Job Title. When this option is selected, the Job Title dialog opens. Select the check boxes as required.

     • Conflict Officers
       

       TIP:

       You can preview who'll receive a notification by hovering over the information icon next to that recipient type. This gives you at-a-glance confirmation of the members in a particular recipient group at that moment in time.

     • Additional Users: Select this option to specify other users to whom notifications are to be sent:
       • Upon selecting this option, the Add Recipients dialog opens.
       • Use the filter and selection tools as required to specify recipients.
       • To add additional users (not present in iManage SPM), enter those emails into the Additional Emails field. You can enter text, semicolon-separated lists, new-line-separated lists, and Microsoft Outlook email address lists.

       • Select Save. Specified additional users are added as event recipients.

2. In Select a Notification Template, create the email template that you wish to use for this event. For more information about how to do this, refer to Creating or editing email notification templates.

   TIP:

   After you've created one or more notification templates, these become available for selection for this event. If the Save for global use option is selected when saving, any templates will be available for the corresponding event types. The Settings > Notifications > Notification Templates page lets you quickly view, edit, or delete any such globally-saved notification event templates, without needing to edit an asset notification event. In addition, you can create new templates for global use.

   If you have upgraded to SPM 10.3.2 or later from a pre-10.3.2 version, existing hold notification templates are migrated after upgrade and available for selection here.

3. If the Impacted User recipient is selected, in a Custodian - User(s) Added event, the Acknowledgement Required check box is displayed. Select this if you want to ensure that users acknowledge the hold memo.

   NOTE:

   When hold memo content is changed, there's also an option, when saving changes, to ask relevant users to re-acknowledge the memo.

   If you select the Acknowledgement Required check box, you can then:

   • Select Acknowledgement Required if you want notifications to be sent to the existing custodians for acknowledgement of the memo.

   • Select Acknowledgement Not Required if you want only the custodians who'll be added to the hold thereafter to be required to acknowledge the memo.

     NOTE:

     Under the Custodians tab, the icon is displayed next to all custodians until they acknowledge the hold memo, or until someone acknowledges the memo on their behalf. Refer also to Viewing and performing holds acknowledgments. 
4. You can optionally send reminders to users who haven't acknowledged the memo. To do so:
   1. Select Send a reminder.
   2. Specify the date when the reminder will be sent, using the In field:
      • 1 day
      • 3 days
      • 7 days
      • 10 days
      • 14 days
      • Custom
        • For this option, manually enter the number of days in Send a reminder in ___ Days.
   3. In Reminder Template, you can:
      
      1. Select the template you require.
      2. Create, a new reminder email template, by selecting Create a New Template.
      3. Edit an existing template, by selecting.

   4. Follow Steps 2 and 3 of Creating or editing email notification templates. The template tags available for these reminder notifications are:

      Template Tag	Appears as	Description
      Hold Id	{{HOLD_ID}}	Returns the hold ID.
      Hold Name	{{HOLD_DISPLAY_NAME}}	Returns the hold name.
      Hold Reason	{{REASON}}	Returns the hold reason.
      Memo	{{MEMO}}	Returns the hold memo.
      Hold Items*	{{ITEMS_SHOW_FULL_ASSET_NAMES}}	Returns the list of all items (as IDs and Names) under the hold.
      Hold Items (ID)*	{{ITEMS_HIDE_ASSET_NAMES}}	Returns the list of all items (as IDs only) under the hold.
      Hold Authorized By	{{AUTHORIZED_BY}}	Returns the user who authorized the hold.
      Hold Expiry Date	{{EXPIRY_DATE}}	Returns the hold expiry date.
      Hold Custodians > Everyone > Name, Email Address, Username	{{CUSTODIANS}}	Returns an up-to-date list of hold custodians, displaying name, username, and email address for each.
      Hold Custodians > Everyone > Name, Email Address	{{CUSTODIANS_EMAIL}}	Returns an up-to-date list of hold custodians, displaying name and username for each.
      Hold Custodians > Everyone > Name, Username	{{CUSTODIANS_USERNAME}}	Returns an up-to-date list of hold custodians, displaying name and username for each.
      Hold Custodians > Everyone > Name	{{CUSTODIANS_FULL_NAME}}	Returns an up-to-date list of hold custodians, displaying the name of each.
      Recipient > Name	{{RECIPIENT_FULL_NAME}}	Returns the name of the notification recipient, on a per-recipient basis
      Recipient > Email Address	{{RECIPIENT_EMAIL}}	Returns the email address of the notification recipient, on a per-recipient basis.
      Recipient > Username	{{RECIPIENT_USERNAME}}	Returns the username of the notification recipient, on a per-recipient basis.

      ^*These tags (Hold Items, and Hold Items (ID)):

      • Expand to list each matter (indented/nested), when displaying a case or collection.

      • Expand to list each client (indented/nested), when displaying a client group.

        TIP:  For more information about formatting notification templates, refer to the Notification template syntax and formatting section of Settings>Notifications.

   5. To help ensure the acknowledgement of important memo information, you can configure automated reminders to be sent repeatedly per a schedule you choose, until acknowledgement occurs.

      1. Select Repeat until acknowledgement.

      2. Specify the frequency of reminder repeats, using the Every field:
         • 1 day
         • 3 days
         • 7 days
         • 10 days
         • 14 days
         • Custom
           • For this option, manually enter the number of days in Repeat every ___ Days.
5. You can send additional notifications for the same event, with each notification having its own recipients, template, and optionally, name. This lets you send specific messaging to different recipients. For example, when a new custodian is added, you can configure a notification to the new user containing the hold name and the hold memo, with acknowledgement required, and for the same event, an email to the other custodians, showing the updated full list of custodians.
   To add an additional notification for the event, select Add Another. Repeat the steps above, as required. You can only send one notification to the impacted user. When already selected, that recipient option is unavailable for additional notifications for the event.
   You can add as many additional notifications as required.
6. Select OK. The event is activated and a confirmation dialog is displayed. Each event notification added is visible in the Notifications > Notifications Events pane. 
7. When hold memo content is changed, all relevant users must re-acknowledge the memo but re-verification isn't requested. If, however, you want user acknowledgements to be re-verified:
   1. Deselect Acknowledgment Required. 
   2. In the confirmation message, select Yes.
   3. Select Acknowledgment Required. 
   4. In the confirmation message, select Yes.
   5. Configure other options as required.
   6. Select OK.

Creating or editing email notification templates 

When adding or editing notification events, you can create or edit notification templates as follows:

1. Under Template, select Notification Template. From the drop-down list that opens, select either of the following options:
   • Select Create a New Template. The New Email Template dialog opens.
   • Select an existing template, then at the top of the Preview panel, select Edit. The Edit Email Template dialog opens.
2. You can add, or edit the Name of the template.
3. You can add, or edit the Description of the template.
4. You can add, or edit the Subject of the notification that recipients will see when they receive the notifications. In addition to text, you can add template tags in the subject, by selecting. The available tags are:
   • Hold ID
   • Hold Name
5. The Body contains a text edit window with all of the text, formatting options, and relevant Template Tags for that template. There's also a Preview pane.

   1. By default, the body and preview are displayed in a horizontal view. You can alter the preview visibility or position, using the preview buttons.
      Figure: Notification template editor preview buttons
      

      NOTE:

      The visibility or position of the preview, as defined by button selection, will be applied across all events.

   2. Edit the template as required:
      1. Select the text window in the Body to directly enter or edit text to be included in the notification.
         Shortly after you enter or format any text, the Preview updates to display the text as it'll be formatted in the notification.
      2. The following formatting, view, and tag tools are available:
         • : Toggle bold formatting of selected text.
         • : Toggle italic formatting of selected text.
         • : Toggle underline formatting of selected text.
         • : Toggle bullet-point listing of selected text.
         • : Toggle numbered listing of selected text.

         • : Add linked text.

           NOTE:

           For this functionality to be available, Work document and folder links need to be configured. For information about how to do this, refer to Settings > General.

           NOTE:

           Any text selected before selecting the  icon will be overwritten by the linked text. Therefore, you should ensure that no text in the text window is selected before selecting this icon.

         • An Add Work Link dialog opens. You can then:
           
           • Paste a Work Link as follows:
             
             • Select Paste Work Link.
             • Enter Work Link in the Work Link * field. You can add a work document/folder URL that's different from the one configured on the Settings page. For information about how to do this, refer to Settings > General. You can test the link by selecting Test Work Link.
             • Enter link text in the Link Text field.

             • Select Add Link to add the link. The linked text is displayed in the text window (and the Live Preview window).

           • Add a link to a specific document and version as follows:

             • Select Select Document by ID and Version.

             • In the relevant fields, enter the Document ID and Document Version.

             • In the Link Text field, enter the link text.

             • Select Add Link to add the link. The linked text is displayed in the text window (and the Live Preview window).

         • : Select this icon to add a Template Tag. The template tags available vary in accordance with what is relevant for a given notification. The following is a full list of template tags across all event types:

           Template Tag	Appears as	Description
           Hold Id	{{HOLD_ID}}	Returns the hold ID.
           Hold Name	{{HOLD_DISPLAY_NAME}}	Returns the hold name.
           Hold Reason	{{REASON}}	Returns the hold reason.
           Memo	{{MEMO}}	Returns the hold memo.
           Hold Items*	{{ITEMS_SHOW_FULL_ASSET_NAMES}}	Returns the list of all items (as IDs and Names) under the hold.
           Hold Items (ID)*	{{ITEMS_HIDE_ASSET_NAMES}}	Returns the list of all items (as IDs only) under the hold.
           Hold Authorized By	{{AUTHORIZED_BY}}	Returns the user who authorized the hold.
           Hold Expiry Date	{{EXPIRY_DATE}}	Returns the hold expiry date.
           Hold Custodians > Everyone > Name, Email Address, Username	{{CUSTODIANS}}	Returns an up-to-date list of hold custodians, displaying name, username, and email address for each.
           Hold Custodians > Everyone > Name, Email Address	{{CUSTODIANS_EMAIL}}	Returns an up-to-date list of hold custodians, displaying name and username for each.
           Hold Custodians > Everyone > Name, Username	{{CUSTODIANS_USERNAME}}	Returns an up-to-date list of hold custodians, displaying name and username for each.
           Hold Custodians > Everyone > Name	{{CUSTODIANS_FULL_NAME}}	Returns an up-to-date list of hold custodians, displaying the name of each.
           Hold Custodians > Changed Users > Name, Email Address, Username	{{HOLD_CHANGED_USERS}}	Returns a list of hold custodians added or removed by the triggering event, displaying name, username, and email address for each.
           Hold Custodians > Changed Users > Name, Email Address	{{HOLD_CHANGED_USERS_EMAIL}}	Returns a list of hold custodians added or removed by the triggering event, displaying name and email address for each.
           Hold Custodians > Changed Users > Name, Username	{{HOLD_CHANGED_USERS_USERNAME}}	Returns a list of hold custodians added or removed by the triggering event, displaying name and username for each.
           Hold Custodians > Changed Users > Name	{{HOLD_CHANGED_USERS_FULL_NAME}}	Returns the names of hold custodians added or removed by the triggering event, in a list.
           Recipient > Name	{{RECIPIENT_FULL_NAME}}	Returns the name of the notification recipient, on a per-recipient basis.
           Recipient > Email Address	{{RECIPIENT_EMAIL}}	Returns the email address of the notification recipient, on a per-recipient basis.
           Recipient > Username	{{RECIPIENT_USERNAME}}	Returns the username of the notification recipient, on a per-recipient basis.

           TIP:  For more information about formatting notification templates, refer to the Notification template syntax and formatting section of Settings>Notifications.

   3. When you've finished editing the template, you can save it for that event only, or save it for use across other similar event types. This means that you can have multiple globally available notification templates, with each being further customizable and separately saved, as required. To save the template, select:

      • Save: Saves the template to this notification, within this notification event, only. If you want to use the same template for other notifications within this event, as described in Step 5 of Recipient and Acknowledgement options, you must select Save for global use. Refer to the section below.
      • Save for global use: Saves the template for use in other similar events. The Settings > Notifications > Notification Templates page lets you quickly view, edit, or delete any such globally-saved notification event templates, without needing to edit an asset notification event. In addition, you can create new templates for global use.

Editing notification events

To edit a hold notification event:

1. In the Notifications Events panel, for the notification you want to edit, select . 
2. From the drop-down list, select Edit. The Edit Notification Event dialog opens.
   Refer to the detailed instructions for creating events, in Creating and configuring notification events. The Edit Notification Event dialog has all of the same editable fields as the Create Notification Event dialog described in that section.

Updating hold items

From the Items tab, you can add or remove items from a hold.

• Adding items to a hold
• Removing items from a hold

Adding items to a hold

1. On the Items tab, select the Add Items button. The Add Items dialog appears, displaying a list of all clients, client groups, matters, collections and cases.
2. Use the filter and selection tools to select the items that you want to add to the hold.
3. Select OK. A confirmation message appears. The items are added to the hold.

Removing items from a hold

1. On the Items tab, use the filter and selection tools to select the items that you want to remove from the hold.
2. Select Remove.
3. Select OK. A confirmation dialog box appears.
4. Select Yes to confirm. A confirmation message appears. The items are removed from the hold.

When items are removed from a hold, any hold custodians added to the hold by way of those items, are also removed.

Updating hold custodians

On the Custodians tab, you can add or remove custodians from a hold. Self-maintaining rules can also be configured, to automatically add custodians to a hold based on their access to, or activity on, a hold item.

• Adding hold custodians
• Removing hold custodians

• Configuring self-maintaining rules

Adding hold custodians

1. Browse to the Holds dashboard and select a hold from the list. The page for that hold appears.
2. Select the Custodians tab.
   Alternatively, on the Hold Details page, in the Overview tab, select View Custodians.
   The Custodians page appears.
3. From the Custodians page, you can add hold custodians manually, by bulk addition, and by using self-maintaining rules.
   1. To add custodians to the hold manually:
      
      1. Select Add Custodians.
      2. Use the filter and selection tools to select the users that you want to add as custodians to the hold.

      3. If required, add the Reason why these users are being added to the hold.

         NOTE:

         This reason relates to why a user is added to a hold; it's different from the hold Reason, which relates to the reason for the hold itself.

      4. Select OK.
   2. To add custodians to the hold using the Bulk Add feature, for example with a Microsoft Outlook mailing address list:
      1. Select .
      2. From the resultant context menu, select Bulk Add Custodians. The Bulk Add Custodians dialog box opens.
      3. In the text box, enter (or paste) any of:
         
         • a semicolon-separated list of users.
         • a new-line-separated list of users.
         • an Outlook email address list.
      4. All users must be validated successfully before they can be added as custodians. Select Validate Selection.
         
         1. If there are any errors for users upon validation, such invalid users will display with red text. The number of errors is also displayed.
            
            1. Hover over the affected users (in red) for error details - for example, "Match not found" or "Multiple matches found".
            2. You can modify and then re-validate the original list as required, including by directly editing any red text (for example to correct a typographical error).
         2. You can also continue to add other users into the text box (and re-validate), as required.
      5. Optionally add a Reason for adding the custodian. Note that this is separate from the hold reason, which relates to the hold itself.
      6. Provided all users are validated successfully, select OK to add the users as custodians.
   3. To add custodians to the hold using self-maintaining rules, select . The Self-Maintaining Rule dialog appears.
      For information on this process, see Configuring self-maintaining rules.

Removing hold custodians

1. Browse to the Holds dashboard and select a hold from the list. The page for that hold appears.
2. Select the Custodians tab. The Custodians page appears.
   Alternatively,
   On the Hold Details page, in the Overview tab, select View Custodians. The Custodians page appears.
3. Use the filter and selection tools to select the custodians that you want to remove from the hold.
4. Select Remove.
5. Select OK. A confirmation dialog appears with an option to view the omitted users list.
6. Select Yes to confirm. A confirmation message appears. The custodians are removed from the hold.

Configuring self-maintaining rules

Self-maintaining rules enable users from source systems to be added as custodians on holds, in accordance with pre-defined rule criteria.

Rules are set based on activity for all items in the hold including their child assets: for example, if a client is specified as an item under a hold, activity by users on any matters under that client is taken into account and such users may be added if they conform to the rule defined on the hold.

1. Browse to the hold that you want to add a self-maintaining rule for. You can:
   1. Select Holds in the left navigation pane to access the Holds dashboard. Then select a hold from the list.
   2. Enter the ID of the hold in the quick navigation pane and press Enter on your keyboard.
   3. Access the hold from the Holds tab of an item in that hold.

2. On the Hold page, select the Custodians tab. The Custodians page appears.

3. Select . The Self-Maintaining Rules dialog box appears.

   NOTE:

   If there are existing self-maintaining rules, the same button has a green dot: .

4. Move the slider to the right to enable the rule.
5. By default, self-maintaining rules for holds add users with any past or present knowledge of any items that were or are under the hold, up to the expiry of the hold, as custodians. This also applies to any items added to the hold in future.
   In this regard, "knowledge" of an item means any of:
   • Being a member of staffing of a hold item.
   • Billing time against a hold item.
   • Document activity on a hold item
   However, if required, you can define a Start Date and/or End Date for the rule.
   • When a start date is specified, only users with knowledge of the hold items from that date are added as custodians.
   • When an end date is specified, any users who gain knowledge of the hold items after that date aren't added as custodians.

6. If you want to omit certain users from getting added to the hold by the rule:

   1. Select Omit Users.  

      NOTE:

      You have the option to filter the displayed user list based on name, job title, and practice area.
   2. In the Omit Users dialog, use the filter and selection tools to select the user you want to omit.
   3. Select OK. The selected users won't be added as custodians to the rule, even if they meet rule criteria.
7. Select OK. The rules criteria are now set for the hold. When the rule runs, any users meeting the criteria and not part of the omitted users list, are automatically added as hold custodians.

If users are added to the hold by a self-maintaining rule, and they are subsequently removed from the hold directly (and not by way of being removed from a hold item), then they are placed on the Omit Users list of that rule. This ensures that they are not re-added by the self-maintaining rule. Note that assistants who were added (as assistants only) by the self-maintaining rule are not added to the Omit Users list when their timekeeper is removed from the hold.

Deleting a hold

You can delete holds from iManage Security Policy Manager, if your role permits.

Deleting a hold is a non-revertible action. It is also possible to set an expiry date for a hold. Expired holds remain in SPM and can be re-activated. For more information on setting or adjusting the hold expiry date, see Updating general details and notifications.

To permanently delete a hold:

1. Select Holds.
   The Holds page with the list of holds appears.
2. Select anywhere on the row of the hold that you want to remove. The hold page appears.
3. Select near the top right of the page.
4. Select Delete Hold. A dialog box appears asking you to confirm your action.
5. Select Yes. The hold is now permanently removed from iManage Security Policy Manager.