Legal Request Management

As an admin, activate the sn_lg_ops.allow_request_closure_with_open_matters system property to close legal requests even when they’re linked to long-running requests.

Create or modify a catalog category to organize your legal catalog items into logical groups in the Legal Operations Catalog.

Add the description, short description, and legal category field to the semantic index record to be indexed for a semantic search in the ServiceNow Otto for Legal Service Delivery (LSD) application. During AI Search, the legal records are retrieved based on the description, short description, and legal category fields that are added in the semantic index.

Add a subcategory to an intake form of a practice area to organize legal requests and assignments through the intake form.

Add the legal request tables to be considered for data indexing for AI Search in the ServiceNow Otto for Legal Service Delivery (LSD) application. The legal request tables are indexed so that you can get relevant AI Search results for the legal records.

Review a legal request or attachment and approve or reject it.

Add an intake form to a practice area to associate it with a record producer and define assignment rules and service level agreements.

Associate a matter template with an intake form that can be used when promoting a legal request to a legal matter to include predefined data.

Cancel an ad hoc approval for a legal request if it no longer requires any action.

You can close a legal request assigned to you when you've resolved it.

You can configure the Triage legal requests agentic workflow in the ServiceNow Otto for Legal Service Delivery (LSD) application to analyze the general legal requests, predict the appropriate legal category, and initiate a transfer when a legal fulfiller or group manager confirms the request.

As an administrator, configure the sn_lg_cf_workspace.workspace_typeahead_list_count system property to specify the number of records that appears in the suggestion list of a typeahead search in legal requests.

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

The ServiceNow AI Search application provides a modern consumer-grade search engine for the Legal Service Portal.

Configure a practice area table so you can use fields from legal request and legal matter tables to include in the Lists section of Legal Counsel Center.

Configure the variables of the practice areas that you want to be considered as inputs for legal request or matter summarization by using the AI.

Integrate iManage storage with Legal Service Delivery applications to provide more security to the files.

Create an assignment rule for an intake form to assign the associated legal request or matter to a user or group.

Create or modify a response template with a reusable message that legal fulfillers can use to send users quick and consistent messages. They can use these reusable messages in their assigned legal requests or legal matter forms, as well as in chat sessions or emails.

Configure the semantic index settings to define how AI Search indexes the content from the legal request tables in the ServiceNow Otto for Legal Service Delivery (LSD) application.

Create or modify a record producer using a catalog template to define an intake form for a legal service. Employees can use these intake forms on the Legal Service Portal to submit a legal request or legal matter.

Create or modify a record producer to define an intake form for a legal request. Employees can use these intake forms on the Legal Service Portal to submit legal requests.

Create the implementation in the Scripted Extension Point, provided out-of-the-box, by placing it in the script include in the base application code.

Delegate specific legal duties relating to your assigned legal requests, legal matters, legal matter tasks, and approvals to another user when you might not have time or are unavailable. These specific duties are derived from the pre-defined delegation rules.

Delegate legal duties relating to your assigned legal requests, legal matters, legal matter tasks, and approvals to another user when you might not have time or are unavailable.

Documents attached to legal requests are uploaded to the configured external storage system when the external storage option is enabled on the legal request intake form. The access of these documents to various personas is controlled in real time, via a scheduled job, or on-demand.

Use the script include for Scripted Extension Point to update the custom fields on the iManage storage based on the mapping provided in the functions.

Initiate an ad hoc approval for a legal request or its attachments from a user or a user group.

You can install the Legal Request Management application (sn_lg_ops) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

Several types of components are installed with activation of the Legal Request Management application, including tables and user roles.

Configure an external storage system to store documents attached to legal requests and legal matters.

Configure the foundation data to provide legal request services to employees who can use these services to submit requests to the legal department.

There are several properties that you can use to configure integrations for Legal Service Delivery apps.

List of fields in the Details tab of a legal request in the Legal Counsel Center.

The ServiceNow 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 through web, mobile, and Virtual Agent channels. Embedded AI assists legal professionals by identifying request intent, recommending appropriate assignment paths, summarizing key context, and enabling faster resolution.

Legal Request Management enables authorized employees in the organization to submit legal requests and to track their progress while users in the legal department with appropriate roles can work to resolve these requests.

Reference topics provide additional information about the lists and forms that you use in Legal Request Management.

Tables specific to practice areas are installed with the Legal Request Management application.

Legal fulfillers can delegate their legal duties to other users while they are unavailable. The delegate gets the same level of access as the legal fulfillers to work on their legal requests, legal matters, legal matter tasks, and approvals.

Disable attorney client privilege for a legal request.

Attorney Client Privilege functionality enables legal fulfiller to designate legal requests as privileged and confidential. It restricts access to authorized stakeholders, marks communications with confidentiality banners, and maintains a document audit trail to help you protect sensitive legal communications.

Activate the business rules for the Triage legal requests agentic workflow in the ServiceNow Otto for Legal Service Delivery (LSD) application.

Create restricted caller access (RCA) privileges to ensure authorized access to the legal request table in the ServiceNow Otto for Legal Service Delivery (LSD) application.

Legal requests can be automatically assigned via an assignment rules or Advanced Work Assignment. You can also use Predictive Intelligence to predict the assignment group.

Upload supporting documentation, such as documents, email copies, images, or any other files into a legal request while you are working on it.

Create or modify practice areas for specific areas of law practice, such as Intellectual Property, Privacy, or Compliance.

As a member of the legal department, you work on legal requests submitted by employees to resolve their issues or to answer their queries.

By using Q&A Genius Results in the ServiceNow Otto for Legal Service Delivery (LSD) application, you can quickly find the most optimal information in Employee Center, Legal Counsel Center, and global search.

Configure generative AI skills in ServiceNow Otto for Legal Service Delivery (LSD) for legal users working in Legal Counsel Center, Core UI, and Employee Center.

If you have the admin role, you can customize a ServiceNow Otto for Legal Service Delivery (LSD) skill so that you can use the generative AI skills in Legal Counsel Center and in Core UI.

ServiceNow Otto for Legal Service Delivery (LSD) provides AI-powered summarization for legal requests and matters, and generates actionable answers from knowledge article search results in Employee Center, Legal Counsel Center, and global search.

Get a quick overview of the skill inputs for ServiceNow Otto for Legal Service Delivery (LSD) so that you can configure how and when a skill is used.

Generate a summary from the fields that you selected on the legal request or matter record and quickly understand the request context by using the Legal Request or Legal Matter summarization skill in the ServiceNow Otto for Legal Service Delivery (LSD) application.

Generate actionable search results from knowledge article results in Legal Counsel Center, Employee Center, and global search by using Q&A Genius Results in ServiceNow Otto for Legal Service Delivery (LSD).

Use the contextual AI capabilities, such as a request summary by using the conversational interface in the ServiceNow Otto panel.

Promote a legal request to a legal matter when the request needs additional investigation and cross-departmental collaboration that might take more time to resolve.

A record producer helps you set up a legal intake form containing fields that a requester has to fill in and initiate a legal request.

Reopen a request if you're not satisfied with the resolution given by the legal team.

Legal configurator can use the Response Template form to create or modify a response template for reusable messages.

List of fields in the Scripted Extension Point.

Compose and send emails directly from the legal request record form in the Legal Counsel Center. You can also save the email as a draft to send it later.

Update the variables in the form fields and submit the legal request by the requester once the request is sent back by the fulfiller.

Submit a legal request for yourself or on behalf of another user to seek services from the legal department.

Employees can submit a legal request to seek services from the legal department and track its status.

Use the Triage legal requests agentic workflow to predict the appropriate legal category and to initiate a transfer after a confirmation from the legal fulfiller or group manager.

Transfer a legal request to a new practice area or category if the request was submitted with an inappropriate practice area or category.

Update request details, add comments, or upload documents in a legal request you submitted while it is still in the New or Assigned state. You can cancel a submitted request irrespective of its state.

Delegate legal duties relating to your assigned legal requests, legal matters, legal matter tasks, and approvals to another user when you might not have time or are unavailable.

View the details of a legal request after it has been submitted and track request activities.

Work on legal requests assigned to you or as a collaborator to resolve issues or answer queries.