Document access in a legal matter

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Document access in a legal matter

    In ServiceNow's legal matter management, documents attached to legal matters are stored in an external storage system when enabled. Access to these documents is strictly controlled based on user roles (personas) and can be managed in real time, via scheduled jobs, or on-demand. This ensures secure and role-appropriate access to sensitive legal documents.

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    Access Control for Various Personas

    Document permissions vary by persona and are granted under specific conditions:

    • Requesters: Read-only access to documents after submitting a legal matter; can delete only documents they uploaded.
    • Group Managers: Full access (read, write, delete) when the legal matter is submitted or promoted.
    • Matter Owners (Assigned to): Full access once assigned to the legal matter.
    • Collaborators: Full access after being added to the collaborators list.
    • Ad hoc Approvers: Read-only access during the approval process; access is revoked after approval or rejection.
    • Matter Task Owners: Read-only access to artifacts and associated documents tied to their tasks.
    • Assignment Group Members: Access depends on the assignment group’s permission settings, synchronized via scheduled or on-demand jobs.
    • Watch List Users: Read-only access after being added to the watch list.
    • Delegates: Read-only access based on delegated duties; access expires when delegation ends.

    The Process External Storage Permissions scheduled job regularly synchronizes document access permissions across external storage.

    Practical Usage for ServiceNow Customers

    • Requesters can find their accessible documents under the Documents tab on the Standard Ticket page.
    • Matter owners can access documents via the Documents tab in the Artifacts record within the Legal Counsel Center.
    • Users requiring earlier access than the scheduled sync can request on-demand access.
    • Legal administrators have the ability to revoke document access for users when no longer appropriate.

    Managing Document Access

    • Requesting Access: Users can request access to documents attached to legal matters if they currently lack permissions.
    • Revoking Access: Legal admins can remove users' access to documents when their involvement in a legal matter ends or access is no longer needed.

    Documents attached to legal matters are uploaded to the configured external storage system when the external storage option is enabled on an intake form with All or matter type selected. The access permission of these documents to various personas is controlled in real time, via a scheduled job, or on-demand.

    Document access in legal matters for various personas

    The following table shows the type of access to documents and when it is granted to various personas.
    Table 1. Document access in a legal matter
    Persona Access type Access level When
    Requester, requested for Read only Document Legal matter is submitted
    Group manager Read, Write, Delete Legal matter Legal matter is submitted or promoted from legal request
    Matter owner (Assigned to) Read, Write, Delete Legal matter Legal matter is assigned
    Collaborators Read, Write, Delete Legal matter Added to the Collaborators list
    Ad hoc approvers Read only, No delete Legal matter, artifact, or document based on approval requested Ad hoc approval is initiated
    Matter task owner Read only, No delete Artifact Artifact is associated to a matter task or when a task is assigned to a user
    Matter task owner Read only, No delete Document in artifact associated with the matter task Artifact is associated to a matter task or when a task is assigned to a user
    Members of assignment group Depends on the Assignment group permission field Document Job is run as scheduled, or on-demand
    Watch list users Read only, No delete Legal matter Added to the Watch list
    Delegates Read only, No delete Legal matter, artifact, or document based on duties delegated Resolve platform delegation permissions for legal matter job is run as scheduled, or on-demand
    Delegates through granular delegation Read only, No delete Legal matter, artifact, or document based on duties delegated User is delegated
    The scheduled job Process External Storage Permissions runs at the defined intervals to sync access for all unprocessed permissions on documents for legal matters stored in the external storage.
    Note:
    • Requesters can access documents attached to their legal requests from the Documents tab on the Standard Ticket page.
      Note:
      Requesters can delete only those documents from the request that they've attached.
    • The matter owner assigned to the legal matter can access documents from the Documents tab of the Artifacts record in the Legal Counsel Center.
    • Users added to the matter can request on-demand access to documents if they need access before the scheduled job is run.
    • The legal admin can revoke a user's access to documents of a legal matter and legal requests.
    • Ad hoc approvers lose document access after they approve or reject the requested item.
    • Delegates lose access after the delegation period expires.