Work on a legal matter for a complaint

task australia Updated Sep 10, 2026 2 min read work-legal-investigations-matter.md

Raw file servicenow.com

Work on a legal matter assigned to you to conduct legal investigations and resolve an internal complaint.

Before you begin

The practice area lead or the group manager would have assigned the legal matter to you to work on.

Role required: sn_lg_investigate.fulfiller

Procedure

Navigate to All > Legal Request > Legal Counsel Center.
Click the list icon ([Omitted image "lsd-lcc-list-icon.png"] Alt text: List icon).
In the Lists tab, under Matters, click All.
Open a legal matter to work on.
Click Start Work to start working on the legal matter.

The state of the legal matter updates to Work in Progress.
During the legal investigation, you can create and record the following information related to the incident and involved parties.
- Add or modify an involved party in the Involved Parties tab.
- Add an allegation to the matter, and associate it with one or more involved parties of the type Subject of Allegation.
- Add documentation, interviews, and recommended actions through legal matter tasks as you conduct investigations.
  
  Note: For a legal investigation matter, add tasks of the following types:
  - Documentation: Store documents that you collected as part of the investigations in the legal matter. You can also assign the task of collecting investigation documentation to another user. For detailed instructions, see Add a task in the legal matter.
  - Interview: Conduct interviews with the involved parties, and as needed, include other users on the interview panel. For detailed instructions on adding interviews, see Add an interview task to a legal matter.
  - Recommended Actions: Based on the findings of the investigations, provide recommendations for the involved parties. For detailed instructions on adding recommended actions, see Add a recommended actions task to a legal matter.
- Perform other general tasks on the legal matter.
Close the legal matter or transfer the legal matter based on the requirements.

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---
title: Work on a legal matter for a complaint
description: Work on a legal matter assigned to you to conduct legal investigations and resolve an internal complaint.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/legal-investigations/work-legal-investigations-matter.html
release: australia
product: Legal Investigations
classification: legal-investigations
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Manage, Legal Investigations, Legal Service Delivery Practice Applications, Legal Service Delivery, Legal and Contract Operations, Employee Service Management]
---

# Work on a legal matter for a complaint

Work on a legal matter assigned to you to conduct legal investigations and resolve an internal complaint.

## Before you begin

The practice area lead or the group manager would have [assigned the legal matter to you](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/legal-matter-management/assign-legal-matter.md) to work on.

Role required: sn\_lg\_investigate.fulfiller

## Procedure

1. Navigate to **All** &gt; **Legal Request** &gt; **Legal Counsel Center**.

2. Click the list icon \(\[Omitted image "lsd-lcc-list-icon.png"\] Alt text: List icon\).

3. In the **Lists** tab, under **Matters**, click **All**.

4. Open a legal matter to work on.

5. Click **Start Work** to start working on the legal matter.

The state of the legal matter updates to Work in Progress.

6. During the legal investigation, you can create and record the following information related to the incident and involved parties.

- [Add or modify an involved party](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/legal-investigations/add-involved-party.md) in the **Involved Parties** tab.
- [Add an allegation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/legal-investigations/add-allegation-matter.md) to the matter, and associate it with one or more involved parties of the type Subject of Allegation.
- Add documentation, interviews, and recommended actions through legal matter tasks as you conduct investigations.

**Note:** For a legal investigation matter, add tasks of the following types:

- **Documentation**: Store documents that you collected as part of the investigations in the legal matter. You can also assign the task of collecting investigation documentation to another user. For detailed instructions, see [Add a task in the legal matter](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/legal-matter-management/add-tasks-to-legal-matter.md).
- **Interview**: Conduct interviews with the involved parties, and as needed, include other users on the interview panel. For detailed instructions on adding interviews, see [Add an interview task to a legal matter](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/legal-investigations/add-interview-matter-task.md).
- **Recommended Actions**: Based on the findings of the investigations, provide recommendations for the involved parties. For detailed instructions on adding recommended actions, see [Add a recommended actions task to a legal matter]().
- [Perform other general tasks on the legal matter]().
7. [Close the legal matter](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/legal-matter-management/close-legal-matter.md) or [transfer the legal matter](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/legal-service-delivery/transfer-legal-request-universal-request.md) based on the requirements.