Resolve errors during matter creation

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Resolve errors during matter creation

    In Legal Tracker, a matter is created after outside counsel engagement requests are approved and integration is initiated. Errors can occur during matter creation, related to either the outside counsel engagement request details, the Legal Tracker details section, or both. These errors are visible in the activity stream of the outside counsel engagement request.

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    Handling Errors in Outside Counsel Engagement Request Details

    • When errors are detected, the outside counsel engagement request moves to a Draft state, and error details appear in the activity stream.
    • The matter fulfiller receives a notification to correct the errors.
    • Once corrected, the fulfiller resubmits the request for approval.
    • The practice area lead then approves the request, triggering automatic integration with Legal Tracker.

    This workflow applies whether the matter fulfiller fills in Legal Tracker details directly or if a task was created for that purpose. In the latter case, after approval, the matter fulfiller submits the integration request.

    Handling Errors in Legal Tracker Details

    • If errors occur in the Legal Tracker details, the outside counsel engagement request moves to an Integration Failed state and is updated with error details.
    • Notifications are sent to the matter fulfiller, or both the matter fulfiller and task fulfiller if a task exists.
    • The responsible fulfiller corrects the Legal Tracker details and resubmits the integration request.

    Handling Errors in Both Outside Counsel Engagement Request and Legal Tracker Details

    • The outside counsel engagement request moves to the Draft state with error details logged in the activity stream.
    • The matter fulfiller is notified and must correct the outside counsel engagement request details and resubmit for approval.
    • Once approved by the practice area lead, integration with Legal Tracker is initiated.
    • If a task exists for Legal Tracker details, the task fulfiller completes these details and submits the integration request after approval.

    Practical Implications for ServiceNow Customers

    This error resolution process ensures that data inconsistencies are addressed promptly during matter creation, maintaining the integrity of outside counsel engagement and Legal Tracker integration. Notifications and state changes guide fulfillers through correction and resubmission steps, reducing delays and improving workflow transparency. Understanding these workflows enables your legal teams to efficiently manage errors and maintain smooth integration between ServiceNow and Legal Tracker.

    In the Legal Tracker, a matter is created after outside counsel engagement requests have been approved and an integration initiated.

    During the matter creation, errors can be reported for the data related to outside counsel engagement request or Legal Tracker details section or both. You can see the errors in the activity stream of the outside counsel engagement request.

    Table 1. Workflow when error is reported for outside counsel engagement request details
    Legal Tracker details Workflow
    When matter fulfiller fills in the Legal Tracker details
    • The outside counsel engagement request is moved to Draft state and the activity stream is updated with the error details.
    • A notification is sent to the matter fulfiller.
    • The matter fulfiller corrects the values and submits the request for approval again.
    • The practice area lead approves outside counsel engagement request.
    • An integration with Legal Tracker will be automatically initiated.
    When a task was created for filling Legal Tracker details
    • The outside counsel engagement request is moved to Draft state and the activity stream is updated with the error details.
    • A notification is sent to the matter fulfiller.
    • The matter fulfiller corrects the values and submits the request for approval again.
    • The practice area lead approves outside counsel engagement request.
    • The matter fulfiller submits the request for integration.
    Table 2. Workflow when error is reported for Legal Tracker details
    Legal Tracker details Workflow
    When matter fulfiller fills in the Legal Tracker details
    • The outside counsel engagement request is moved to Integration Failed state and the activity stream is updated with the error details.
    • A notification is sent to the matter fulfiller.
    • The matter fulfiller corrects the values in Legal Tracker section.
    • The matter fulfiller submits the request for integration.
    When a task was created for filling Legal Tracker details
    • The outside counsel engagement request is moved to Integration Failed state and the activity stream is updated with the error details.
    • A notification is sent to the matter and the task fulfiller.
    • The task fulfiller corrects the values in the Legal Tracker section.
    • The task fulfiller submits the request for integration.
    Table 3. Workflow when error is reported in both outside counsel engagement request and Legal Tracker details
    Legal Tracker details Workflow
    When matter fulfiller fills in the Legal Tracker details
    • The outside counsel engagement request is moved to Draft state and activity stream is updated with the error details.
    • A notification is sent to the matter fulfiller.
    • The matter fulfiller corrects the values and submits the request for approval again.
    • The practice area lead approves outside counsel engagement request.
    • An integration with Legal Tracker will be automatically initiated.
    When a task was created for filling Legal Tracker details
    • The outside counsel engagement request is moved to Draft state and the activity stream is updated with the error details.
    • A notification is sent to the matter fulfiller.
    • The legal fulfiller corrects the values and submits the request for approval again.
    • The practice area lead approves outside counsel engagement request.
    • The task fulfiller fills in the details for Legal Tracker.
    • The task fulfiller submits the request for integration.