Configure an Action for legal services on the Standard ticket page

  • Release version: Yokohama
  • Updated July 31, 2025
  • 2 minutes to read

    • Add or modify an Action and its functionality on the Standard ticket page for a legal request.

    Before you begin

    • Review the configuration of the script include, scripted extension points and service portal widgets for legal services installed with the Legal Service Delivery apps.
    • The Actions is one of the sections of a standard ticket page of the Service Portal, so get familiar with the Standard ticket page and Service Portal.
    • For more information about configuring service portal widgets, see Service Portal widgets.
    • For more information about using and customizing the script includes, see Script includes.
    • Ensure that you've set the application scope to Legal Request Management.

    Role required: admin

    About this task

    The base system DefaultLegalTicketActions script provides the configuration of common actions for all legal request types. You can override these common actions for a specific legal request type or add more actions.

    Procedure

    1. Add or modify an action in the scripted extension point.
      1. Navigate to All > System Extension Points > Scripted Extension Points.
      2. Search and select the LegalTicketAction extension point.
      3. Add or modify an implementation for a practice area.
        • To add a new implementation for a practice area, click the Create implementation related link.
          On the Script Include form, update the script as required.
          1. To restrict this implementation to the practice area, add the following code to the canHandle parameter:
             canHandle: function(tableName) {
        return tableName == '<TableName>'; //Replace TableName with a practice area table name
    },
          2. To add a new action, update the process method.

            For reference, see an existing process method of the DefaultLegalTicketActions script include or the implementation of another practice area.

        • To modify an existing implementation, open a class from the Implementations related list.
          On the Script Include form, update the script as required.
          • To modify an existing action, update the name parameter in the JSON object to match the one in the DefaultLegalTicketActions script.

            For example, to change the Cancel action's default behavior in a specific practice area, open its extension point implementation keep the name parameter as cancel while modifying other parameters in the JSON object as required.

          • To add a new action, create a JSON object and change the name and other parameters as required.
      4. Click Update.
    2. Optional: Configure Actions widgets on the standard ticket page for legal services.
      1. Navigate to All > Service Portal > Widgets.
      2. Search and select the Legal Ticket Actions widget.
      3. Review the existing script and Angular ng-template for reference and then add or modify them as required.
      4. Click Update.