Answers to some of our users most commonly asked questions. If you can't find the answer to your query here, please email This email address is being protected from spambots. You need JavaScript enabled to view it. with a description or screenshot of the problem.

  1. Documents
  2. Matter Management
  3. Managing Events
  4. Accounts MLID Information
  5. Client Contact Database
  6. Denovo Time Recording/Timesheets – Legal Aid only
  7. Managing Windows in Denovo
  8. Problems Creating Documents
  9. Printing



How do I produce a letter or document from within the system?


Within your system, you should have a list of templates. These will be the standard letters and documents that you use. These will be organized into “Template Types” which are simply groups of styles. Typical template types may include Executry, Guardianship, Sale, Purchase etc (see separate section on how to add new Template Types)

To run a simple letter, do the following:-

  1. Find the Client via the CRM Clients button
  2. Select the Client and click on Matters
  3. Double-click to select the relevant Matter.
  4. Click the “Word” button
  5. Click “Select Template

You can then search through your styles or drop down the “Template Type” box to filter the styles for that specific work type.

  1. When you have found the style you wish to run, “Double-Click” to select it.
  2. Select “Produce Document

The document/letter will now merge in any data and produce the document for you. It can then be edited if required, printed and saved. The letter will be saved within events as at “Today’s” date.

Hint: If the letter you are running is a “Shell Letter”, remember to update the summary to give it a good description. Just change the summary and click update events. This will give your letter a better description and make it easier to find.

How do I Import a document, letter or scan into Events?

If you have created a letters or document out with the system you may wish to “Import” this into events. The same process can be used if you currently scan to a “scans” folder and then want to add the scan to the list of events.

Importing an Attachment into Events

Go into the Relevant Client and Matter

Click on Events

Click on “New”

In the Summary field, enter a description of the document/letter or scan that you are about to import. (e.g. Scan of Mr. Smith’s Will, Scanned Offer from Jones & Co, General Notes from Meeting)

Click on the “Attachments” tab

Click on “Import”

You will see a message confirming this action – click OK to Proceed

You can then navigate to the folder where your file or scan has been saved. Once you have navigated to a folder it will remember that for the next time.

Double-click on the file that you wish to add and click “Save

The attachment will be copied (not moved) into the system and can now be opened from within Events.

Hint – If you have more than one document, letter or scan that you want attached to the same Event, you can select multiple files by using Ctrl+Click. This will allow you to highlight various files and add them all as attachments to your new Event.

How do I open a document produced (or saved within) the system?

All Letters and Documents produced from the system will be saved within the Events tab. Any attachments within emails will also be saved here.

There are 2 main ways to open the event. Remember the event could be a word document, pdf, jpeg etc.

Select the Client and Matter and go to the Events Tab.

Right-Click on the event you wish to open and select “Open Attachment


Double click on the Event and select “Open” from the top toolbar.

If there are multiple events on the attachment it will show you these and you can select the one you wish to open.


Matter Management

How do I search for a Matter Description?

Sometimes you will find that you may not know the client name or wish to quickly search on the matter description. Searching on this can help you quickly access the matter.

  1. Click on CRM Matters
  2. The search defaults to Matter Description

If the word you search for is anywhere in the matter description then it will display it

 In the search box you can try some of the following:-

(These are examples)

  • Dispute – This would find matters like “Dispute with Acme Builders”, “Dispute with Jones & Co”
  • Executry – “Executry of the late Joe Smith”, “ Fred Bloggs Executry”
  • Ayr – “ Sale of 1 High Street, Ayr”, “Purchase of 4 New Terrace, Ayr”

Hint – You can also the # key and do more advanced searches.

For example: Sale#Kilmarnock – will display all matters with the words Sale AND Kilmarnock in the matter description

How do I add a new Contact to the database?

As well as clients and matters, your database can be used to store contacts. Contacts can be other firms of solicitors, lenders, factors, surveyors, expert witnesses etc. By adding them to the database you (and all other users) will be able to search for them easily without having to google them every time. As well as getting access quicker you can also use this information to populate into letters when corresponding to the contact. Basically, once you add the contact you should never need type that name and address ever again.

When Adding a contact, you DO NOT use the Client creation Wizard. This option will try and generate a matter and account codes which are not needed for contacts.

Start in CRM Clients and do a quick search for the contact you wish to add. We recommend doing this first as there is a good chance that it may already have been added to the database already. You will probably find that most “local” contacts are the first to be added.

If the contact is not already on the database, do the following:-

Click on “New” and select the Entity Type. For most contacts this will probably be “Company”

Add the name, telephone and postcode as you would when creating a client.

Add in the name, address, telephone, salutation, fax, email details for your contact. Most of the time you will be doing this from the contact’s letterhead. Most letterheads have these details on them. If you normally write to DX addresses, add this instead of the postal address.

When adding a contact, there is no need to enter the analysis values (partner, Source of Business etc) – simply click Save once you have filled in the first screen.

You may get a warning when saving advising that you have not filled in the analysis values – If you do, just ignore it.

You should now be able to search for this contact within the database AND add as a Linked Company to matters.

How do I add Matters to my Favourites list?

If there are certain jobs/matters that you are currently dealing with or accessing on a regular basis, the best way to get access to them is to add them to your Favourites list. This allows you to quickly retrieve a list of the matters you are working on. This is one of the best time-savers for secretaries and fee earners.

Adding to your Favourites list

Search for the relevant Client and click on “Matters

When the list of Matters is on screen,

Right-Click on the Matter you wish to add and do “Add to Favourites

Repeat this process for each Matter you are currently working on.

Retrieving your Favourites

Click on CRM Matters

Click the “Favourites” button and your list of matters will appear. You can then select (double-click) the matter and get immediate access.

Removing from your Favourites List

Once you have finished dealing with a Matter you may wish to remove it from your list.

Right-Click on the Matter you wish to remove and do “Remove from Favourites

Hint – The Most Recently used button on the matter screen is also useful as it records and lets you quickly access the last 10-15 matters that you were working on. Favourites allows you store as many matters as you like and if you are a fee earner, you could possibly mark all your current files and bring them back to the screen with a single click.


Managing Events

How do I add an Event?

The easiest way to record Telephone calls, meeting notes and general file notes is by adding them as Events. Within Events you can scroll through your notes and print them if required.

Go to the Relevant Client and Matter

Click on the “Events” button

Click on “New

Add a Summary for your Event eg. Telephone Call to Client, Meeting Notes, Filenote etc

You can add standard summaries here to save you typing standard headings each time

Fill in the Event Type and Sub Type boxes (if these are set up for your company)

In the “Notes” box type the details of your call, meeting etc.

Once you have finished

Click on “Save

If you wish to Print your note

Click on the “Print” tab that appeared after you hit save and send it to your printer. You also have an option to “Print Preview”.


Accounts MLID Information

How do I add new Primary & Secondary Money Laundering Values?

The most common standard values for attaching MLID info will already be on the system (Passport, Driving License, etc.) If you wish to add your own, try the following. This will require access to the “Setup” option on the main toolbar. Not everyone will have access to this.

From the main Denovo toolbar

Setup a Practice Analysis

In the Find box enter IDTP and click the Code button

Double Click on the “Form of ID Provided Line

You will then see the existing PRIMARY Values

Click on New

Enter a Lookup Code and Description

The Code is usually a couple of letters) eg you may use ID

Description – Enter International ID Card (This is the wording you will see on the list)

If you want to customise the 2 lines under your new entry, copy the following 2 lines to the Notes section and customise them (i.e. change the “Passport Number” and “Nationality” to your chosen values. (These fields are not compulsory so just leave notes blank of you don’t want/need them)

field1= [Passport No.]


Click on Save and then Exit – The value should now be available in the PRIMARY ID Section.

For the SECONDARY section the instructions above are the same BUT use IDTS as the Code.

For the EXEMPT section the instructions above are the same, BUT use IDTX as the Code

Client Contact Database

How do I tag a Favourite within CRM Clients?

If there is a company or Contact that you regularly search for then it is a good idea to add them as a Favourite on the system. This allows you to quickly retrieve a list of companies or clients onto the screen.

Adding to your Favourites list

Go into “CRM Clients

Search for the client/contact

When they are on the screen,

Right-Click on the company/client you wish to add and do “Add to Favourites

Repeat this process for each Company/Contact.

Retrieving your Favourites

Click on CRM Clients

Click the “Favourites” button and your list will appear.

Removing from your Favourites List

Once you have finished dealing with a client you may wish to take them off your list.

Right-Click on the company/client you wish to remove and do “Remove from Favourites”

How do I write to a Contact (Linked Company)?

On every matter you will see a “Linked Address” tab. This is where you add people, contacts, companies etc. that you want to correspond with on THIS matter only. Linked Addresses are NOT added to the database. Examples of typical linked addresses would be witnesses, legatees, executors etc. You wish to correspond with them on this matter only.

How to Add a Linked Address to your matter

Select the relevant Client and Matter

Click on the Linked Address Tab

Click on “New” and enter the details for the person/company you wish to add.

Hit “Save” when you are done.

You can then click “New” again and repeat the above process and add as many Linked Addresses as you wish.

On the Reference fields, you can add headings that you want when you correspond with that person/company. This can be drawn into headings when corresponding with them.

You can then use “Word > Select Template” to run letters.

You should have a template called “Shell Letter” which will draw in the details from your selected person/company.

Remember it is good practice to give the “Shell letters” a better summary once you run it. This will help people find the relevant letters when they search through Events.

How do I write to a Contact (Linked Company)?

On every matter you will see a “Linked Companies” tab. This is where you add companies that you want to correspond with on your selected matter (e.g. Conveyancing depts will correspond regularly with other Solicitors, Lenders, Estate Agents. Family and Court Dept may write to Courts, Expert witnesses etc.

Linked Companies are for tagging companies that you want to correspond with on a particular matter (e.g. Conveyancing depts. Will have Solicitors, Lenders, Estate Agents etc.) Family Dept may have Other Solicitors, Courts etc.

In order to be a linked company, the company details must have already been added to your database (remember that it is worth doing a quick check in case someone has already added the contact.

How to Add a Linked Company to your matter

How to Add a Linked Company to your matter

Select the relevant Client and Matter

Click on the Linked Company Tab

Click on “New” (search the database for the company you want and double click on them)

In the “Summary” field add the heading that you want when you write to this company. Normally this will be the other side’s client (if a solicitor) or mortgage account number (if a lender)

Add “Their Ref” in the reference box (this will also appear on the letterhead)

Click on Save.

You can then use “Word > Select Template” to run letters to that contact on this matter.

You will probably have a template called “Shell Letter to %LCOMPANY%” – When you “Produce document” the company name will be added to the summary automatically.

E.g.) It will say “Shell Letter to Jones & Co LLP” (It basically adds the Linked Company name to the Summary)

Remember it is good practice to give the “Shell letters” a better summary once you run it. This will help people find the relevant letters when they search through Events.


Denovo Time Recording/Timesheets – Legal Aid only

How can I limit overlaps in my Timesheets?

On the Timesheet window you have a Printer toolbar button.

Click on this and a Compliance report for that day will immediately appear on-screen.

The entries here are a combination of what time postings you have already updated and those in your current Timesheet.

Any overlaps are shown in red.

You can then adjust entries in your current Timesheet on Exit from the report.


Managing Windows in Denovo

If I have too many windows open how do I clear them away?

On the Main toolbar you will find a menu bar option of ‘Window’. Choose this, then ‘Close all’ to close any open windows.

Windows in Microsoft – Show my Desktop

How do I get back into my desktop in a hurry?

There are a few variations of Windows out there, so this may or may not apply. However, if you hover your mouse over the small rectangle, found to the right of the Date & Time on your task bar, you might see a Hint of ‘Show Desktop’. 

Click the rectangle and your Desktop appears.

Your existing apps will still be open and running but are simply not the focus of your Desktop. 

Didn’t work? Try Windows key + the letter ‘D’ (at the same time), then do it again to bring everything back.


Problems Creating Documents

What do I do if ‘My cloud is ‘frozen!’ or ‘My computers hung’?

We often hear these phrases when you have tried to create a document, and nothing is happening.

Use your ALT+TAB key (at the same time) to find out what the problem is.

Holding down ALT then pressing the TAB key will show you a list of open apps and items.

Move to the next item by pressing TAB again (whilst continuing to hold down the ALT key).

This might let you see a dialogue box that is stopping your document from progressing.

I’ve got a message on-screen saying ‘The Requested Object is not available’ – what do I do?

That’s one for the support team to sort for you, so please send an email to This email address is being protected from spambots. You need JavaScript enabled to view it. with a description or screenshot of this problem.



There is a new printer in the office, and we do not have access to install the drivers on the cloud. Can we get access

Print drivers are not installed on the cloud server. The new printer should be set up on the local computer.

After this has been done, to get the new printer recognised on the cloud you should logout and then immediately log back in again – there is no need to restart your computer.

Why can i print from my local pc but not the cloud

To rebuild the link from the printer to your cloud session:

  • Close any applications you have open on the cloud
  • Logout of the cloud session
  • Log back into the cloud

Now try printing.

When I try to log on to the cloud it says that the computer is not found – what do I do?

Check your local Internet connection. If this working correctly then please contact Denovo Helpdesk.


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