How to complete the Case Management Configuration Form

Updated Jun 1st, 2023

This guide will expand on the Osprey configuration and setup guide, helping to understand what information is required so we can set up your Osprey system to ensure a smooth transition.

Firm Information

This is used to populate the practice details within Osprey. If you have multiple branches this will be the main office.


Branches will relate to the physical branches your firm operates from. These can be assigned to matters, so users can quickly identify which branch is working on the matter.

You are able to add as many branches as are needed. If you only have a single branch then leave any additional fields blank.

Client Numbering Structure

Osprey offers a number of ways to number client files.
Each client will have a unique client ID (Also known as the client number) assigned to them, with a numeric value to demote the matter number.

Client numbers can either be:
– Numeric or alpha-numeric
– 5 or more characters in length (11 Maximum)
– If using alphanumeric, at least the last 2 characters must be numeric


The alpha-numeric will use a combination of letters from the client’s surname, followed by numbers.
Example: If the system is configured for 3 alpha & 3 numeric characters, when adding a client with the surname of smith, the client number will be SMI001. IF further clients with the surname beginning SMI are added, the number will continue to increment (SMI002, SMI003…)


If using Numerical, this will consist of a predefined length of numbers, with the number incrementing by 1 with each unique client being added.
Osprey can configure the numbering to start at a specific number, so if you want 6 numeric values, instead of starting at 000001, Osprey can start the numbering at any number required.

Matter Numbering

The client, or group of clients, will be allocated their own client number. If they have multiple matters, the client/matter combination will reflect this.

Example: If Mrs and Mr Jones are buying and selling a property, the client number will be JON001, and the identifiers for their sale will be JON001/1 and purchase JON001/2.
If Mrs Jones returns at a later date, and opens an individual matter, such as an individual will, the client is no longer Mrs and Mr Jones, so a new matter would be created for Mrs Jones (JON002/1)


Departments work as cost centers. This is not to be confused with the area of law, which will be defined by the Work Type.
Departments are used in an accounting sense, allowing firms to split down any fees and costs between your defined departments.
Recommendation: We recommend 1 department named All, unless the firm wishes to split down any fees, nominal postings and costs down between departments.

Work Types

Work Types are used within Osprey to select which type of work is being carried out on behalf of your clients.

Each work type has individual set of documents, workflows, private time recording rates and correspondence. Therefore it is imperative that all areas a carefully considered in terms of requirements and we would advise keeping work types to a minimum. Examples may include, Divorce, Crime, Conveyancing etc.

If you are migrating data to Osprey you will need to consider how the current matter will appear in Osprey. For example you may currently have matters opened as “Wills” but not wish to have this as a work type in Osprey, you will need to advise which work type these matters will be when migrated.

  • Work type ID
    • This is used in some reports and within the supervisor area of Osprey it is used as an identifying code for the work type.
    • This must be no more than 6 characters long with no spaces
  • Work type description
    • This is a full description of the work type.
    • Visible to users when opening matters and even to clients if matters are published through the web portal.
  • Time recording
    • This indicates if users will need to time record on each work type.
    • If yes is selected a full list of activities will be available on the work type.

Focused Workflows

Focused Workflows allow you to have a ready-made package for specific areas of law imported to your site.

These pre-built package contains dossier pages, standard documents and workflows that will enable you to get up and running straight away.

You are able to make changes to the Focused Workflow packages to personalise them for your firm. You may wish to add or amend document templates or reorder tasks, we offer full training on this.

Please indicate which work type each work flow is relating to, you are able to have more than one work flow imported onto each work type. Each workflow can also be imported as its’s own stand alone work type, if this is the case please put “OSPREY” in the relating work type field.

Before requesting a workflow to be added to your Osprey site, please make sure you’ve reviewed the contents of the workflow on our customer help centre using the link above.

You are able to review all of our pre built workflows here: Osprey Focused Workflows

Users and Fee Earners

This information is captured in a separate spreadsheet that is provided in addition to the case management configuration and setup form.


  • Username
    • Used to log in and can be used within Documents and Emails
    • Should not contain any special characters such as spaces
    • Osprey recommends using Initials, so the user’s initials can be easily pulled into any documents automatically.
    • The username will also appear within any audits and reports.
  • Name
    • The forename and surname of the user
    • This will be used throughout Osprey, including within documents.
  • Email address
    • Used for 2 Factor Authentication, to sign in
    • When sending emails from Osprey, emails can be sent from this address.
  • Job title
    • This can be pulled through into correspondence.
  • Department
    • This will help assist in creating a training plan for the users.
  • Access Template
    • This defines what actions the user can perform within the Osprey Web Browser
  • Linked Fee Earner
    • users can be linked to a single fee earner to be able to see any Osprey key dates (diarised events) when they log in.

Fee Earners

Not every user will be a fee earner. Depending on the firm, if specific users work with one fee earner, you can link their user account to that fee earner. This will prioritise the fee earner when making certain selections, as well as enabling all assigned Key dates are visible to that user as well

The person responsible for the matter i.e. a case worker or solicitor. These can be linked to User accounts so users can see any Osprey key dates (diarised events) when they log in.

For fee earners, we will require:

  • Name
    • This name will appear in multiple places across Osprey, as well as being merged into Osprey correspondence
  • Fee Earner ID
    • Used as their Osprey ID, which can also be merged into Osprey Documents.
    • Recommend initials.
  • Contact Details
    • Email Address, Direct Dial, Mobile Number
  • Charge Out Rate
    • This is the Fee Earner’s hourly rate. If the user has 2 hourly rates, please specify.
  • Partner/Director
    • Enter Yes if the user is a partner/director of the firm
  • Supervising Fee Earner
    • Supervising fee earners have overall responsibility for the matter and can be allocated onto matters.
    • Examples may include heads of departments.

Access Templates

Osprey comes with 5 standard access templates: Supervisor, Case Management User, Accounts, Cashier and Guest.

More can be created at any time, and if you require any hybrid access, such as heads of departments or office management, we will be happy to recommend.

Access Template
SupervisorAccess to:
Clients & Matters, Case Management, Time Recording, Client Ledger, Accounts, Supervisor Setup
Case Management UserAccess to: Clients & Matters, Case Management, Time Recording, Requisitions.
No Access: Accounts
AccountsAccess to: Financial Postings, Approve/Reject/Post Requisitions, Month/Year End, Clients & Matters, Time Recording, Client Ledgers, Accounts, Supervisor Financial Setup, Making Tax Digital.
No Access: Document Production, Workflows.
CashierAccess to: Financial Postings, Approve/Reject/Post Requisitions, Client’s & Matters, Time Recording, Client Ledgers, Accounts.
No Access: Case Management, Making Tax Digitial, Running Month End
GuestRead only access to:
Clients & Matters, Case Management.

Restricted Matters

Osprey offers the ability to restrict access to matters, either by individual users, groups of users, or completely disabled.
This feature is disabled by default; however, this can be enabled at a later time if required.

If you wish to apply restrictions so only specific groups of users will be able to access files, such as “Management”, “Supervisors”, “Conveyancing Team”, please let us know.

If users are placed into multiple groups, Osprey will grant them access if one or more of the groups has access.

Example: Samantha is within the Management and Reception groups.
Reception group does not have access to a specific file so all users within this group will not be able to access the file.
However, if the Management group does have access, Samantha will be able to access to the file as part of the Management group.

Please advise if you are currently using matter restrictions so that these matters can continue to be restricted within Osprey.

Activity Codes

Activity codes are the activities you will be able to select from when time recording in Osprey. We have provided a standard list of activities but you are welcome to amend or add to the list.

Example you may wish to charge Travelling at 50% of hourly charge so percentage of hourly rate would be 50%, any activities that are charged at 100% or 1 unit will can bel left blank.

Please note any activities where “Percentage of hourly rate” is blank will be linked at 100%


Osprey integrates with a number of 3rd Party software. If you have any of the following, we will need to prepare your system and training schedules. We may require user credentials at a later point to allow users to utilise the integrations from day one.

DocuSignElectronic signature requests
Text AnywhereSMS
LoqatePostcode Checker
Lexis Smart FormsForms
InfoTrackConveyancing Checks and Searches
CoadjuteConveyancing Collaboration tool
SearchflowConveyancing Search tool

For more information on each individual integration please see below:


Document Templates

If you have any document templates you wish to add to Osprey please provide them as a Word document. Any information you wish to pull through from Osprey must be clearly marked with the data you would like to appear.

Example. Dear Client Name

Please note that document templates provided should not contain any client data.

Example Letter

This is to enable us to setup letter templates correctly within Osprey. It may be that you use window envelopes, therefore it is important that the address is in the correct place on documents. This also allows any references to be correct along with the letter sign off.

Include Documents

Include documents are document templates that contain items that can be included into documents; more specifically, headers and footers.

When firms work with hundreds of different documents, updating every document’s header and footer can take a lot of time and resource.

Osprey documents can be configured to include these headers and footers, called Include Documents. This way, quick changes can be done to the header, and every document created will use the new header going forward.

If you are using multiple branches within Osprey, you can also set up an alternative Include Document.
When producing a document, Osprey will automatically check which branch the matter is assigned to, and automatically bring through the relevant header, allowing all branches to use the same single document template.