Universal Request for Legal Service Delivery
Summarize
Summary of Universal Request for Legal Service Delivery
The integration of ServiceNow's Universal Request application with the Legal Service Delivery module streamlines how employees request and receive services from the Legal department. This unified approach eliminates interdepartmental collaboration challenges, providing employees with a seamless experience from initial request submission to final resolution.
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Employees can submit universal requests via the Employee Center portal, with legal requests either attached directly or created by routing agents from universal requests. Legal requests then serve as the primary tickets within the universal request framework.
Key Features
- Cross-departmental request tracking: Universal Request enables end-to-end visibility and management of employee requests across departments, including Legal.
- Legal request management: Legal requests can be created from universal requests, allowing legal fulfillers to resolve, transfer, or create associated task tickets as needed.
- Sensitive information handling: Legal requests marked as Restricted protect sensitive data by limiting visibility to designated routing agents with the
snunireq.sensitiveinfoagentrole and the primary ticket agent. - Request visibility and control: Requesters can track progress through the Activities stream and have the option to reopen requests if unsatisfied with resolutions.
- Request transfers: Legal tickets can be transferred to other departments or back to the universal request routing group to ensure proper handling.
Key Outcomes
- Enhanced employee experience with a single point of entry for legal and other service requests.
- Improved collaboration and resolution efficiency across departments.
- Secure handling of confidential legal information with role-based access controls.
- Complete transparency for employees on request status and history.
- Flexibility for legal fulfillers to escalate, transfer, or close requests based on request complexity.
Prerequisites and Configuration
To enable this integration, ServiceNow customers must have the following installed:
- Universal Request plugin (com.snc.universalrequest)
- Legal Request Management application version 6.1 or later
- Employee Center application
Additionally, system administrators must review and configure Universal Request settings to align with their legal service workflows. This includes setting up routing, visibility roles, and transfer capabilities.
Next Steps
- Configure Universal Request for legal services following organizational needs.
- Create and manage legal requests from universal requests to facilitate legal service delivery.
- Use the transfer functionality to route legal tickets appropriately when cross-departmental involvement is required.
Integrating Universal Request and Legal Service Delivery enables you to create a unified user experience for your employees to request services from the Legal department. Legal services can be provided to employees seamlessly without them having to deal with the difficulties of interdepartmental collaboration for resolution.
Journey of a universal request for a legal service
The ServiceNow® Universal Request application enables cross-departmental reporting from the time of an initial employee request through the final issue resolution. For more information, see Universal Request.
The Legal Request Management application provides a unified mechanism for employees to get all the information, services, and help that they need from the legal department.
You can fulfill requests across the organization to improve the employee experience by integrating legal requests with universal requests.
- An employee submits a universal request using the Request help option in the Employee Center portal. The employee can also submit a direct legal request attached to a universal request.
- A routing agent identifies this request related to the Legal department and creates a legal request from the universal request. The legal request becomes the primary ticket of the universal request.
- Based on the services requested, a legal fulfiller can do the following while working on
the legal request:
- Provides a resolution and closes the legal request. The universal request also gets closed.
- Transfers the request to another department or back to the universal request routing group with or without resolution.
- Creates associated tickets for the tasks to be done by users in the Legal or any other department required to fulfill the request.
- Marks the legal request as Restricted if it contains any sensitive or confidential information. Routing agents from the current assignment group with the sn_uni_req.sensitiveinfo_agent role, and the primary ticket agent can view the complete details of the ticket. Other routing agents cannot see fields in the universal request that may contain sensitive information, such as Short description and Description.
The universal request gives requesters complete visibility into the status of their requests. They can view all the relevant details from the Activities stream of the universal request, including users who are working on the issue, transfers between departments, and other updates.
When the universal request is closed, the requester can reopen it if not satisfied with the resolution.
For more information about submitting and tracking a universal request, see Using Universal Request.
For more information on submitting and managing ethics complaints, see Better together solution: Legal Investigations and HR Service Delivery Employee Relations.
Required ServiceNow plugins and apps
- Universal Request plugin (com.snc.universal_request)
- Legal Request Management app 6.1 or later version
- Employee Center app
Also, you've to configure various settings in Universal Request. For more information, see Configure Universal Request for legal services.