Documents in 360 (Contact Documents and Workflow Document Steps)
Problem
You need to store files such as ID, eligibility proof or medical information against a contact in Gladstone 360, or make staff confirm a customer has agreed to a document such as the T&Cs during a workflow.
Resolution
Set up storage (before the first upload)
Set the storage location
- Files are stored on disk (because of their size). Default:
C:\ProgramData\Gladstone\Gladstone360\[DBPREFIX]. Leave[DBPREFIX]as a literal; 360 substitutes the database prefix. Check the existing value before editing. - Change it in
GMC > Configuration Manager > Configuration > Gladstone360 Front of House > General Settings > Contact Documents Location(required). Change it before any documents are uploaded, and make sure 360 has read/write permission on the new location. It is typically on the same server as the 360 installation. - Folder structure under the database folder:
ContactsDocuments: every contact file, in GUID folders (fast retrieval, and the contact is not identifiable from the path).Email\Attachments(uploaded email attachments) andEmail\AttachmentsTemp(built before BPM sends, then cleared automatically once the email has gone).WorkflowDocuments: documents uploaded for workflow steps.
- Files are stored on disk (because of their size). Default:
Set the upload size
- Each file must be no larger than
GMC > Gladstone360 CheckIn POS > General Settings > Contact Document Upload Maximum Size (MB). About 5 MB per upload is typical. - Split larger files (for example, long documents) and upload them separately; several documents can be attached to one record.
- Each file must be no larger than
Add a contact document
Open the Documents card
- The widget is on Check-in (Documents card) and in the Prospects module. Staff can add a new document, view existing ones and edit some details.
- Open the contact and the Documents card, then click Add.
Complete the fields
- Red asterisk = required; a file must be uploaded to save.
Field Notes Subject Free text description Document type From a predefined list. Some types are sensitive by default (for example, Medical Information). Link to membership Optional: tie it to a membership the contact holds (for example, freeze evidence) Valid until Optional expiry (for example, student ID). No alert is sent at expiry, but it can be reported on. Upload file From disk, or take a photo on a tablet Sensitive Two-tier security: some users can open ordinary documents, fewer can open sensitive ones. Set manually for any type; automatic for sensitive-by-default types. Save
- Click Save.
View, edit or delete (if applicable)
- With permission to view, clicking the view icon opens the document in a pop-up.
- With edit permission you can change subject, type, expiry, linked memberships and the sensitive flag, but not the file itself (delete and re-upload instead).
- Deleting needs its own permission.
Add a Documents step to a workflow
Add the step and choose a mode
- In 360, go to
cog > Configuration > Workflows, add a Documents step to any workflow and choose a mode:
Mode Use Options Add (default) Require a document upload, for example proof of eligibility for a student price level at joining Preset subject (optionally locked so it cannot be changed), fixed document type (cannot be changed in the workflow), allow linking to the contact's memberships, mandatory or skippable (a non-mandatory step shows Skip) Review Show existing documents; staff can view, edit, delete (each with permission) and add one or more new documents — View Show a static document (for example, T&Cs); staff must confirm the customer has viewed and agreed before saving Choose subject, type and the specific previously uploaded document - In 360, go to
Set up a View-mode document (if applicable)
- Upload the document in the GMC Documents tab (most likely
GMC > Gladstone360 Front of House > Documents; check which element's Documents tab the workflow step reads on your build). - In the workflow, add a Documents step, set it to View mode and choose the subject, document type and the document.
- When the workflow runs, staff (or the customer on a tablet) view the document and tick confirm document viewed before they can save.
- At the end, the document is saved against the contact and a note records that the customer approved it.
- Upload the document in the GMC Documents tab (most likely
Keep documents tidy
Report on documents
- Document fields are available in reporting (EyeQ; Gladstone Reporting contact drill-downs show document status and expiry, and Sisense can report on documents held). For example, list student IDs expiring next month.
Schedule clean-up jobs
- Go to
BPM > Schedule a business process > Document Tools, which has four clean-up jobs:
Job Deletes Parameters Delete expired documents Documents past their valid-until date Site, document types, days since expiry Delete orphaned documents Files with no matching record (for example, left after purging or archiving a member) — Delete expired membership documents Documents linked to an expired membership (kept if any linked membership is still live) Site, document types, days since expiry Delete aging documents Documents older than a set age Site, document types, months since upload - Go to
Notes
360 has two document functions:
- Contact documents: files stored against a contact (for example, student ID, medical information, eligibility proof, freeze evidence, proof of cancellation).
- Workflow documents: a fixed document (for example, Terms and Conditions, privacy policy, health commitment) shown in a workflow that staff must confirm the customer has agreed to. On completion it is saved against the contact, with a note, as an audit trail.
Documents are not deleted automatically for GDPR; admins with delete permission remove them, or use the BPM clean-up jobs.
Uploading documents slows a workflow (the file has to be scanned and uploaded), so only include an Add-mode step where proof is needed.
A mandatory step cannot be skipped partway through the workflow.
Permissions (POS roles, Member Documents):
Permission Allows Typical Standard setting View Documents Widget See the Documents card Allow Add Documents Upload a document Allow Open Documents Open ordinary documents Allow Open Documents with Sensitive Information Open documents flagged sensitive Allow or restrict, per policy Edit Documents Change details (for example, valid-until date after adding) Deny Delete Documents Delete a document Deny (admins only) Full permission list in the Gladstone 360 Permission Reference Overview; role design in Recommended Gladstone 360 Roles and Permission Levels; building workflows in Creating a Workflow in Gladstone360.
Related: Gladstone 360 – Logging In, Member Records and Managing Memberships; Gladstone 360 – Permissions and GMC Configuration; Gladstone Go – Joining Online, Pay-as-You-Go and Eligibility Checks (eligibility proof); How to Navigate and Operate Gladstone Reporting.