--- sourceDocument: Yokohama Employee Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/employee-service-management Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Universal Request for Legal Service Delivery # Universal Request for Legal Service Delivery {#ariaid-title1} Release version: Yokohama Updated July 31, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Universal Request for Legal Service Delivery Integrating the Universal Request application with Legal Service Delivery in ServiceNow provides a streamlined experience for employees requesting legal services. This enables effective interdepartmental collaboration, allowing requests to be managed efficiently from submission to resolution. Show full answer Show less ## Key Features * **Unified Request Process:** Employees can submit a universal request via the Employee Center, which can include direct legal requests. * **Routing Mechanism:** A routing agent identifies and creates a legal request from the universal request, making it the primary ticket. * **Legal Request Management:** Legal fulfillers can resolve and close legal requests, transfer them, or create associated tickets for additional tasks. * **Visibility and Updates:** Requesters can track the status and details of their requests through the Activities stream, including updates and personnel involved. * **Confidentiality Controls:** Sensitive information is protected, with restricted visibility for certain details to authorized agents only. ## Key Outcomes The integration enhances employee experience by simplifying the process of requesting legal services. Employees can expect timely updates and transparent tracking of their requests. Furthermore, they have the option to reopen requests if they are not satisfied with the resolution. For successful integration, ensure the necessary ServiceNow plugins, including the Universal Request plugin and Legal Request Management app, are installed and configured according to your business needs. 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 {#universal-requests-legal__section_vsd_lkx_b5b} 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](https://servicenow-prod.fluidtopics.net/jyuLesGBUkfTuMbytv9Wjw "ServiceNow Universal Request empowers customers in their journey toward Enterprise Service Management (ESM) or Global Business Services (GBS) by enabling agents to resolve cases seamlessly across the enterprise to provide a better employee experience."). 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. {#universal-requests-legal__ul_c12_xlx_b5b} {#universal-requests-legal__ul_txs_2lx_b5b} 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](https://servicenow-prod.fluidtopics.net/A8A73inMTDO~5Vip67vW3g "Use Universal Request to enable cross-departmental reporting from the time of an initial employee request through the final issue resolution. You can map various departmental ticket states and activity streams into a unified and simplified experience for your employees and agents."). For more information on submitting and managing ethics complaints, see [Better together solution: Legal Investigations and HR Service Delivery Employee Relations](https://servicenow-prod.fluidtopics.net/2ayZAHN3Ol_WrJu_GTF7sQ "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."). ## Required ServiceNow plugins and apps {#universal-requests-legal__section_jdh_stx_b5b} For integrating universal requests for legal services, you must have the following ServiceNow plugins and application installed: * Universal Request plugin (com.snc.universal_request) * Legal Request Management app 6.1 or later version * Employee Center app {#universal-requests-legal__ul_mrw_25x_b5b} Also, you've to configure various settings in Universal Request. For more information, see [Configure Universal Request for legal services](https://servicenow-prod.fluidtopics.net/pJFMCPqo~kLK6PGuOw85yw "Review the base system configurations for integration of legal requests with universal requests and configure as per your business needs."). * **[Configure Universal Request for legal services](https://servicenow-prod.fluidtopics.net/pJFMCPqo~kLK6PGuOw85yw)** Review the base system configurations for integration of legal requests with universal requests and configure as per your business needs. * **[Create a legal request from a universal request](https://servicenow-prod.fluidtopics.net/yl88afLLwe~LVFiZrAuCBg)** Create a legal request from a universal request to get the Legal department's assistance in resolving the request. * **[Transfer a legal ticket to another department](https://servicenow-prod.fluidtopics.net/8jXl71T~BGjECSI~i_ZhqA)** Transfer a legal ticket (legal request or legal matter) associated with a universal request to another department or back to the universal request for processing and resolution.