---
sourceDocument: Xanadu Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/employee-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Managing complaint requests

# Managing complaint requests {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

As a member of the legal department, work on legal requests for complaints
submitted by employees to report non-compliance incidents and conduct legal
investigations.

## Complaints submitted as legal requests {#managing-legal-investigations-request__section_i1x_cb2_jvb}

When an employee submits a legal request related to an ethics complaint, it is automatically
assigned to a group or user in the legal department. The assignment is done based on the
assignment rules configured in the [intake form
of the associated practice area](https://servicenow-prod.fluidtopics.net/r5ZImP9u2NTZd5YLH8MnNA "Add an intake form to a practice area to associate it with a record producer and define assignment rules and service level agreements."). If the request is assigned to a legal group, the group
lead can triage the request to themselves or to any member in the assignment group.

## Complaints submitted as universal requests {#managing-legal-investigations-request__section_i1y_2b2_jvb}

If you've enabled submission of ethics complaints using universal requests, it is assigned to
a compliance group. The universal routing agent can then create an ethics legal matter from the
universal request that can be then assigned to a matter owner to work on. For more information,
see [Better together solution: Legal Investigations and HR Service Delivery Employee Relations](https://servicenow-prod.fluidtopics.net/jkOlgd58Sz1eV~IeaVUEMw "Employees can submit complaints through the Employee Center portal without worrying about who should investigate the complaint. During the triaging or investigation process, fulfillers working on these issues can transfer them back and forth between the Legal and HR departments as necessary for resolution.").

## Working on complaints {#managing-legal-investigations-request__section_qlb_hb2_jvb}

For the legal investigation to be conducted effectively, the legal fulfillers can evaluate the reported incident in detail to:

* Identify sources for information and evidence
* Add or modify involved parties
* Prepare interview questions to collect key details
* Attach supporting and relevant documentation
{#managing-legal-investigations-request__ul_w4y_t15_fvb}

Use the Legal Counsel Center to conduct legal investigations into the
submitted complaints.
* **[Triaging universal requests for legal investigation complaints](https://servicenow-prod.fluidtopics.net/GWFMkFikYFHdKgM46HrrRQ)**   
  When employees observe and report an ethics violation or similar incident, the resulting universal requests are triaged for prioritization and resolution.
* **[Work on a legal request for a complaint](https://servicenow-prod.fluidtopics.net/aGFFK9unAqHpQyXi0JJ0JQ)**   
  Work on legal requests for complaints assigned to you or as a collaborator to resolve issues or answer queries.
* **[Work on a legal matter for a complaint](https://servicenow-prod.fluidtopics.net/SRjyFxJ4LYXvKPDR~bD_vQ)**   
  Work on a legal matter assigned to you to conduct legal investigations and resolve an internal complaint.
* **[Manage involved parties in a legal request or legal matter](https://servicenow-prod.fluidtopics.net/YfHebnJaTcokBWbUiImlcQ)**   
  Add a new involved party or modify the information of an existing involved party in a legal request or legal matter related to a complaint.