---
sourceDocument: Zurich Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/employee-service-management
Release :
- zurich
ft:locale :
- en-US
ft:publication_title :
- Zurich Employee Service Management
ft:clusterId :
- emplsm
bundleId :
- emplsm
workflow :
- Employee
---
# Triage legal requests agentic workflow
# Triage legal requests agentic workflow {#ariaid-title1}
Release version: Zurich
Updated March 12, 2026
 2 minutes to read
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## Summary of Triage Legal Requests Agentic Workflow
The Triage Legal Requests Agentic Workflow in ServiceNow automates the prediction of the appropriate legal category for general legal requests and facilitates their transfer after confirmation from a legal fulfiller or group manager.
This workflow helps streamline the handling of legal requests by leveraging AI to categorize and route requests efficiently.
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To use this workflow, you must complete all necessary configurations, including setting up API connections and credentials for your AI service provider. The workflow activates when a general legal request is submitted with an assignment rule or when the Assigned to field is updated for such a request.
## Access and Roles
The workflow conversation is accessible in the ServiceNow Otto panel by users with the nowassistpaneluser role, typically legal fulfillers or group managers. Additionally, administrators with the snaia.admin role can manage the workflow through AI Agent Studio under the Triage Legal Requests section.
## Key Components and AI Agents
* **Record Management AI Agent:** Extracts request details from descriptions.
* **Record Field Value Prediction AI Agent:** Identifies similar records and predicts the legal category.
* **Transfer Legal Request AI Agent:** Acts as a supervised agent to confirm and execute the transfer of the legal request after category prediction.
## Using the Workflow
Legal fulfillers or group managers can interact with the workflow via the ServiceNow Otto panel:
* Select the legal request in the active chat panel to view the predicted legal category.
* To transfer the request, respond with "Yes" and send; this cancels the original request and creates a new one with the predicted legal category, closing the conversation.
* To decline the transfer, respond with "No" and send; the request remains unchanged, and the conversation closes.
This process ensures that legal requests are accurately categorized and routed, improving efficiency and reducing manual effort in legal request management.
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.
## Triage legal requests agentic workflow overview {#trans-legal-request-agent__prereq_a5c_nwr_1fc}
Important:
* To run the Triage legal requests agentic workflow, ensure that you have completed all the configurations. For more information, see [Configure Triage legal requests agentic workflow](https://www.servicenow.com/docs/zqz2yWaaU8xukp55oUZ0rg "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.").
* For your AI service provider, verify that the API connections and credentials are configured. For more information, see [Configuring API credentials for generative AI capabilities](https://www.servicenow.com/docs/access?context=configuring-api-credentials-for-generative-ai-capabilities&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US).
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The agentic workflow is triggered under the following conditions:
* A general legal request is submitted and an assignment rule is configured for it.
* The Assigned to field is updated for a general legal request.
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The agentic workflow conversation can be seen in the ServiceNow Otto panel by the legal fulfiller or group manager with the now_assist_panel_user role.
## Accessing the Triage legal requests agentic workflow from the AI Agent studio {#trans-legal-request-agent__section_fnl_nyr_1fc}
You can access the agentic workflow from AI Agent Studio when you have the sn_aia.admin role.
1. Navigate to AllAI Agent StudioCreate and manage.
2. Select Triage Legal Requests.
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## AI agents used in the Triage legal requests agentic workflow {#trans-legal-request-agent__section_qxr_4wm_v2c}
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| Name | Description |
|-|-|
| Record management AI agent | Obtains the request details from the provided description. |
| Record field value prediction AI agent | Checks for similar records and predicts the legal category. |
| Transfer legal request AI agent | Is the supervised agent. The AI agent predicts the appropriate legal category, and initiates a transfer after a confirmation from the legal fulfiller. |
[Table 1. AI agents names and descriptions]
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## Using Triage legal requests agentic workflow
The agentic workflow conversation can be seen in the ServiceNow Otto panel by the legal fulfiller or group manager with the now_assist_panel_user role.
1. Open the ServiceNow Otto panel by selecting the ServiceNow Otto icon
2. In the chat panel, select the legal request under the active chat.
3. See the agentic workflow conversation and the predicted legal category:
* If you choose to transfer the general legal request, enter Yes and select the send icon (![Send icon.]()) in the panel. When it's transferred, the original request is canceled and a new request is created with the predicted legal category. The agentic conversation is closed after the transfer of the legal request.
* If you choose not to transfer the general legal request, enter No and select the send icon (![Send icon.]()) in the panel. The general legal request isn't transferred and the agentic conversation is closed.
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