Quick answers to questions end users ask most often when working in Clio Operate day to day. Select a question to see the answer. If you cannot find your answer here, try the search bar or the chatbot, or contact your system administrator.
Emails and appointments
Why are my outbound emails not sending, and why is the outbound email feature shown in red?
Red usually means the outbound email linked service is not connected. Ask your administrator to check and relink the outbound email service. A known interface workaround is to change the provider to SMTP, save, then change it back to Exchange Graph API and save again. If sending then fails with a Forbidden error from Microsoft Graph, the mailbox permissions or the service link need attention from your administrator.
Related: Sending emails from Clio Operate.
Why does a calendar appointment appear in the wrong mailbox or use the wrong email address?
For Microsoft 365 customers, Exchange Calendar sync writes the appointment into the attendee's Outlook calendar through the Microsoft Graph API, using the Azure AD identity linked to that user. The mailbox the invite lands in is therefore set by the linked Azure AD user, not by the email address on the ODS record. If invites go to the wrong place, check the roles configured on the Exchange Calendar sync feature. This is usually working as designed rather than a fault.
Related: Exchange Calendar Sync.
What does "Attachment Conversion Failure" mean when I send an email?
It occurs when a document attached to an outbound email cannot be converted to PDF. Using Retry Attachment Conversion sometimes clears a one-off, but repeated failures point to the document conversion service and should be raised with your administrator or Clio Operate support rather than retried indefinitely.
Documents
Can I view and filter on a document's DMS properties or metadata?
Yes. Open the document and use its properties view to see DMS metadata. If the metadata filters do not appear, the metadata configuration for that document type has probably not been set up yet, which is a task for your administrator or configurator.
Why will the document preview not open automatically on my page?
The docked preview relies on the Auto Open Docked Preview setting on the portal page. If it does not open, confirm the setting is enabled, and check with your administrator whether your environment is on a release where this is known to work, as the behaviour has changed between versions.
Tasks, key dates and lists
Why do my widgets and list views not refresh automatically after a workflow runs or a task is created?
Automatic refresh is not currently available, so widgets and list views need a manual refresh to show the latest data. This is a known limitation with an open enhancement request, not a fault in your configuration.
Can I sort a list view by a date I captured in Form Builder?
Not directly. Dates captured through Form Builder are stored as text, and list views can only sort on proper date fields, which means Key Dates. To sort or filter by a date, capture it as a Key Date rather than a Form Builder field.
Related: Working with Key Dates.
Participants and contacts
Why does the participant count not match the number of required participants I have completed?
This is usually driven by the requirement level on a role, often the Creator or owner role. Ask your configurator to open the relevant work type, select the role, and set its Requirement Level to Optional. If the count is still wrong, there is a related tickbox on the role that may also need clearing.
How do I deal with duplicate people or contact records?
Use the ODS merge feature to consolidate duplicate records into a single master record, rather than creating placeholder person records. Merging is normally handled by an administrator or configurator.
Related: Merge ODS records.
Managing matters
Can I delete a matter that was created in error?
No, individual matters cannot be deleted. Move the matter to an aborted or rejected phase, or create a dedicated System Closed phase and move the matter there. If the matter was logged as the wrong type, you can also convert the work type. Test any conversion in a non-production environment first.
Reports and dashboards
The Radar or the Reports tab has stopped working, or I need access to reporting. What should I do?
Access to reporting and the Power BI reporting database is granted by your administrator, who adds you to the relevant reporting group. If the Radar or Reports tab stops working after a change to your environment, raise it with your administrator with a note of when it last worked and what changed.