Resolve errors during matter creation

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Resolve errors during matter creation

    In ServiceNow’s Legal Tracker, a matter is created following the approval of outside counsel engagement requests and initiation of an integration. During this matter creation process, errors can occur 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, and specific workflows help resolve them efficiently to ensure smooth matter creation.

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    Workflows for Resolving Errors

    The resolution process depends on where the error occurs and who is responsible for the Legal Tracker details:

    • Errors in Outside Counsel Engagement Request Details Only:
      • The request moves to Draft state and error details appear in the activity stream.
      • The matter fulfiller is notified to correct values and resubmit for approval.
      • Once approved by the practice area lead, the Legal Tracker integration is automatically initiated.
      • If a task was created for Legal Tracker details, after approval, the matter fulfiller submits the integration request.
    • Errors in Legal Tracker Details Only:
      • The request moves to Integration Failed state with error details in the activity stream.
      • Notifications are sent to the matter fulfiller (and task fulfiller if applicable).
      • The fulfiller corrects the Legal Tracker details and submits the integration request again.
    • Errors in Both Outside Counsel Engagement Request and Legal Tracker Details:
      • The request moves to Draft state with error details recorded in the activity stream.
      • The matter fulfiller is notified to correct the outside counsel engagement request details and resubmit for approval.
      • After approval by the practice area lead, if a task exists, the task fulfiller completes the Legal Tracker details and submits the integration request.

    Key Outcomes

    • Clear, structured workflows help ServiceNow customers identify and resolve errors promptly during matter creation.
    • Notifications and activity stream updates keep responsible users informed for timely corrections.
    • Resubmissions and approvals are managed efficiently to maintain compliance and data accuracy.
    • Successful resolution leads to the automatic initiation or resubmission of the Legal Tracker integration, enabling matter creation to proceed without delays.

    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.