Understanding the "Create Matter" UI Action Visibility & Procedure in Legal Service Delivery (LSD)
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20m ago
Hi everyone,
I wanted to discuss how the Create Matter UI action behaves in ServiceNow Legal Service Delivery (LSD) and look into a specific behavior regarding practice area configurations.
1. Standard Visibility Conditions
Normally, for the "Create Matter" button to show up on a Legal Request, a few conditions need to be met:
Request State: The request is usually in active states like Assigned or Work in Progress.
Practice Area Setup: The associated Practice Area type must support creation (configured as Request & Matter).
Roles & Assignment: The user must have the appropriate legal roles and the request should typically be assigned to a legal counsel/group.
2. The Issue: Digital Forensics Practice Area
Even when the Practice Area type is correctly set to Request & Matter, I've noticed that for specialized applications like Digital Forensics, the "Create Matter" UI action sometimes fails to show up on the request form.
3. Behavior Across LSD Suite Apps
Across different LSD modules, this behavior can vary:
Standard general counsel requests seamlessly show the button once progress states are reached.
Specialized applications often have deep script conditions, custom table configurations, or strict workflow dependency checks (such as evidence intake metadata or chain-of-custody requirements) that can suppress UI actions if prerequisites aren't fully satisfied in the background.
Has anyone experienced this missing button behavior with Digital Forensics or other specialized practice areas in LSD? How is this typically handled or configured behind the scenes?
Would love to hear your thoughts or troubleshooting tips!
