Better together solution: Legal Investigations and HR Service Delivery Employee Relations

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Better together solution: Legal Investigations and HR Service Delivery Employee Relations

    This solution integrates Legal Investigations and HR Service Delivery Employee Relations to streamline the handling of employee complaints related to ethics and workplace issues. Employees submit complaints through the Employee Center portal without needing to decide which department should investigate. The system supports seamless transfer of cases between Legal and HR departments during triage and investigation, ensuring efficient resolution.

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    Key Features

    • Omnichannel complaint submission via Employee Center portal and Anonymous Report Center (ARC).
    • Single triaging queue using Universal Request for all complaints, enabling centralized management.
    • Interdepartmental case transfer with complete data mapping between Legal and HR for consistent and accurate information sharing.
    • Support for copying evidences and attachments with respect to external storage settings during transfers.
    • Ability to transfer corrective and recommended actions attachments from Legal to HR cases.

    Configuration and Data Handling

    To integrate Legal Investigations with HR Service Delivery Employee Relations, key configurations include:

    • Setting up Universal Request to handle legal services.
    • Activating and customizing scripts (HRERDepartmentTransferPostProcessor and LegalDepartmentTransferPostProcessor) to enable detailed data copying during transfers.
    • Managing evidence attachments and external document links appropriately based on storage settings.

    Workflow

    The typical process for managing complaints is as follows:

    • Employees submit complaints using a universal request via the Employee Center.
    • A routing agent triages the complaint and creates a ticket assigned to the appropriate department (Legal or HR).
    • For Legal tickets, an ethics legal matter is created to handle the complaint.
    • Fulfillers in Legal or HR work on their respective tickets, with the ability to close the case, transfer it between departments, or return it to the universal request queue.
    • When transferring from Legal to HR, legal ticket details are copied to a new HR case, closing the legal ticket and allowing HR agents to continue investigation.
    • The reverse transfer from HR to Legal creates a new ethics legal matter to continue addressing the complaint.

    This integration ensures smooth collaboration between Legal and HR teams, maintaining data integrity and enabling efficient resolution of employee complaints.

    Employees can submit complaints through the Employee Center portal without worrying about who should investigate the complaint. During the triaging or investigation process, fulfillers working on these issues can transfer them back and forth between the Legal and HR departments as necessary for resolution.

    Key features

    Using Legal Investigations and HR Service Delivery Employee Relations with Universal Request together for the following key features:
    • Omnichannel modes for submitting complaints via Employee Center portal, and Anonymous Report Center (ARC) portal.
    • Single triaging queue for all complaints through Universal Request.
    • Interdepartmental transfer of basic case details between Legal Service Delivery Legal Investigations and HR Service Delivery Employee Relations.

    Setting up Legal Investigations and HR Service Delivery Employee Relations to work together

    Complete the following configurations to integrate Legal Investigations with HR Service Delivery Employee Relations.

    Data mapping

    When information related to HR Employee Relations and related legal ethics matters is transferred between HR and the Legal departments, a complete data copy with appropriate data mapping is performed. For the Legal to HR transfer, activate the HRERDepartmentTransferPostProcessor script to enable copying. For more information, see Data mapping fields.

    To perform additional customizations for deep copying, edit the following scripts:
    • Legal to HR: HRERDepartmentTransferPostProcessor (Employee Relations scope)
    • HR to Legal: LegalDepartmentTransferPostProcessor (Legal Investigations scope)

    In the Evidence of type link table, for a Legal to HR transfer, if external storage is enabled for the legal matter, the artifacts are copied into evidences with the URL field containing the document URL. If external storage is turned off, the matter artifact is copied as an evidence with all the attachments.

    If external storage is enabled for the legal matter, all the attachments or documents are copied as evidences with an external documents link. For a Legal to HR transfer, no association exists between the interviews and evidences.

    In the Corrective/Recommended Actions table, for a Legal to HR transfer, attachments in matter and artifacts linked to the Recommended action task are copied as attachments to the HR Corrective Action. If external storage is enabled for the legal matter, all the attachments or documents are copied as evidences with an external documents link.

    Workflow for handling complaints

    The following workflow example explains how routing agents, legal fulfillers, and HR agents can use the applications together to resolve complaint requests submitted by employees.

    1. Employees who observe an ethical violation or similar incident report it by submitting a universal request. See Submit a complaint through the Quick Link in Employee Center.
    2. A universal request routing agent can triage these complaint requests and create tickets for the appropriate department to work on. See Triaging universal requests for legal investigation complaints.
      Note:
      When the routing agent creates a legal ticket for complaints from the universal request, an ethics legal matter is created directly to handle and resolve the complaint.
    3. The fulfiller from the respective department who is assigned the ticket can work on it and close it, transfer it to another department, or transfer to the universal request. See Work on a legal matter for a complaint.
    4. When a ticket is transferred from the Legal department to the HR department, the details in the legal ticket, such as the description, short description, and comments, are copied to the HR Case. The legal ticket is closed, and an HR case is created, which is then handled by an HR agent. See Transfer a legal ticket to another department. Similarly, an HR agent working on an HR case can transfer it to the Legal department, which creates an ethics legal matter.