SAAS Based Application To Manage Law Firm Library Using
Ticket Tracking and Knowledge Base Management
Client provides best practices & management strategies for law firm library,
reduce consulting cost and streamline overall legal research efficiency. The
law firm library helps to meet the research needs of the law firm's lawyers.
The solution tries to anticipate those research needs to help lawyers clarify
and refine their research project and provide a real-time and cost-effective
solution for that research project. Client is based out of US.
“40% cost savings
Client envisioned a SAAS based
application to manage law firm library
using Ticket Tracking and Knowledge Base
Management. Sigma Infosolutions
developed the application from concept
to an end product. Our Business Analyst
team focused on customer extensive
r e q u i r e m e n t s p e c i f i c a t i o n
documentation and click through
mockups which they could use to get
feedback on the product developed.
Client was extremely communicative and
tested the product as it was developed.
This helped us to achieve our milestones
and deliver a product Beta ready much
With a collaborative approach we were
able to translate the business expertise
of our client to make a product which
though generic in concepts caters to a
At times, law firm attorneys may need research to be performed on their
behalf. This research is done by the Professional Researchers in the firm or
out-sourced to a research firm. Our client is an expert in the field of legal
research and wanted a product in the space of request tickets management.
Sigma Infosolutions proposed to use Java/ Grails platform to build the
application from concept to an end product for the Client.
Sigma Infosolutions’ Java & Grails development team successfully developed
the solutions from scratch. The team followed a hybrid approach for the
project by having the base product ready using the waterfall SDLC and
subsequently moving to Agile to incorporate end-client (application user)
feedbacks and tweaks.
Key Modules Developed
o Ticket Tracking Module - We developed a ticket tracking solution
focused on legal research, with the ability to manage the research notes and
documents as a knowledge base. This solution can also handle the time
tracking for billing purposes.
Users can raise tickets by logging into the application as well as filling out an
outlook form sent by admin to their Outlook mailbox. All requests are
captured and loaded into database using SOAPAPI's.
The tickets can be classified into various categories and each category has its
own set of custom fields. The tickets are allocated based on various settings
done by the Administrator – like manual allocation by Head Researcher, self-
allocation, based on user's group etc.
Products development - Java/ J2EE
stack, Grails ver. 1.3.7
User authorization & authentication -
Spring Security Core 0.4.2
Email templates which can be
customized by Admin - Grails CKeditor
Mail triggering - Grails Mail Plugin 0.9
Reading incoming mail - Quartz
Capture the ticket data from mails -
SOAP API interface using Grails XFire
Charts development – JasperReports
Exporting reports in formats like CSV/
PDF etc. - Grails Export Plugin 0.8
Alerts - Cron Scheduler
Enhance customer experience - JQuery,
Database - MySQL
Server - Linux server with Apache
Monthly technical availability is more
Complete set of data, functioning
alarms in real-time
Ongoing operating costs at or better
Low system overhead and lower support
The ticket tracking workflow is managed by the system starting from creating a ticket
to assignment, clarifications, status updates, time tracking, resolution, feedback and
finally closure. The solution has a feature to short close the tickets or delete them as
required. There is a highly customizable automated e-mail infrastructure, which can
trigger emails on specific events. The researchers can also add notes to the tickets via
The researchers can provide solutions to tickets by means of multiple notes and upload
documents. They can also interact with requestor. All communication and documents
so done are tracked as a threaded communication.
o Chart Based Reports Module - The solution gathers various metrics for each
ticket. Leveraging our Business Intelligence capabilities Sigma Infosolutions' BI team
designed chart based repots for the user. The reports can be sliced and diced on various
parameters to enable the managers to assess the efficiency and accuracy of work
Sigma Infosolutions' BI team also designed an interactive user friendly dashboard
where a user can pin-up the current tickets the user is working on or wants to track.
The user can also choose which tickets to be pinned-up.
o Alert Module - Considering a response in time is vital, the system has an inbuilt
alert mechanism to let the researchers and admin know when a request is about to fall
due or overdue. The alert system is customizable and each firm can setup its own
thresholds on when alerts are issued.
o Role-based Security - The security of the application was a key factor in making
many design decisions. The application is available on web and hence, standard
security features like SSL, prevention of SQL Injection and cross-site scripting were
provided. The access to the features is role based and a user can have multiple roles.
Now Attorneys can manage law Library requests better with,
Reduce time on document retrieval requests,
Find statutes on a particular research topic with real-time dashboards,
Send preconfigured alerts and custom alerts
About Sigma Infosolutions
Sigma Group, an Indian conglomerate has more than 4 decades of experience in Mining, Chemicals Manufacturing & Export,
Handicrafts Manufacturing & Exports, and Software Development
Sigma Infosolutions is a TUV certified ISO 9001:2008 and ISO 27001:2005 Company
Headquartered in US with development center in India
Some of our esteemed customers include Airtel, Zyme Solutions, Yodlee, Celerity Consulting, Resolution Economics, Birla
Global Asset Finance, Fosroc Chemicals, Surgery Planet etc.
Sigma Infosolutions’ services comprises of application development, application management, IT Consulting, Offshore testing,
and Website and Portal Development
Sigma Infosolutions, Sigma Towers, #66/A, 13th Cross
6th Main, JP Nagar, 3rd Phase, Bangalore- 560078
Sigma Infosolutions, 2082 Michelson Dr.
Suite 100, Irvine, CA 92612
Fax: +1-866-405-6750, Toll Free: 1-888-861-7360
Toll Free: 1-888-861-7360