Set up Legal Investigations with HR Service Delivery Employee Relations

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 2 Minuten Lesedauer

    • Set up Legal Investigations with HR Service Delivery Employee Relations to enable complaint requests to be transferred between Legal and HR departments.

    Vorbereitungen

    Ensure you have the following ServiceNow® apps installed:
    • Legal Investigations (sn_lg_investigate)
    • Universal Request (com.snc.universal_request)
    • HR Service Delivery Employee Relations (com.sn_hr_employee_relations)
      Hinweis:
      You must approve the requested Restricted Caller Access (RCA) with source scope as Legal Request Management Legal Investigations and target scope as Human Resources Employee Relations Human Resources Employee Relations and Evidence Management.
    Optionally, you can install the Anonymous Reporting Center (ARC) plugin (com.sn_anonymous_report_center) to enable transfer of tickets between Legal and Human Resource (HR) departments. ARC requires a HRSD Pro/Enterprise license in addition to the Legal Investigations subscription.

    Role required: admin

    Prozedur

    1. Activate the record producers for complaints submission via the Quick Link in Employee Center.
      For more information, see Record producers for legal investigations.
      1. Navigate to All > Service Catalog > Record Producers.
      2. Search and open record producers with the name Ethics Complaints.
      3. Verify that Universal Request [universal_request] is selected in the Table name field.
        There are two record producer records that enable the ethics complaint submission options: one via the Employee Center portal's Quick Link and another via the Anonymous Report Center portal.
      4. Select Active to activate the record producers for universal requests.
      5. Click Update.
      Hinweis:
      You must deactivate the record producers mapped to the Ethics [sn_lg_ops_ethics] table.
    2. Review the base system assignment group, Compliance, to which the ethics complaint requests will be assigned by default, and make the required changes.
      1. Navigate to All > User Administration > Groups.
      2. Open the assignment group that you want to configure to assign the compliant requests by default.
      3. In the Roles related list, verify that the following roles are assigned to the assignment group.
        • agent_workspace_user
        • sn_uni_req.routing_agent
        • interaction_agent
      4. In the Group Members related list, add users to triage and work on the submitted complaints.
        These users must be assigned the sn_uni_req.sensitiveinfo_agent role and the following department-specific roles:
        • sn_lg_investigate.fulfiller, for users in the Legal department
        • sn_hr_er.case_writer, for users in the HR department
      For more information, see Create a user group.
    3. If you configured an assignment group other than the base system assignment group, make it the default assignment group for ethics complaint requests by updating the system property.
      1. Copy the sys_id of the assignment group configured in the last step.
      2. Navigate to All > Legal Administration > Legal Investigations Admin > Properties.
      3. Paste the sys_id of the assignment group in the Default assignment group field.
    4. Configure the Universal Request property to determine how the primary ticket should be handled while transferring between the departments.
      1. Navigate to All > Universal Request > Administration > Properties.
      2. Under Transfer type, update the Select the transfer type to determine how the primary ticket is handled property (sn_uni_req.transfer_type) to Service.
        Hinweis:
        If a service isn’t selected while transferring the ticket, then the transfer happens to the default service configured for the selected transfer department.​
      For more information, see Universal Request properties.
    5. For Legal to HR complete data copy to execute, activate HRERDepartmentTransferPostProcessor.
      1. Navigate to All > System Definition > Script Includes.
      2. Search for the HRERDepartmentTransferPostProcessor script include and activate it.
    6. If the Ethics Complaint quick link is not visible in the Quick links section of Employee Center portal, manually run the addQuickLinkToECPortal fix script.