---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/pt-BR/employee-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

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

# Better together solution: Legal Investigations and HR Service Delivery Employee Relations {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 min. de leitura

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 {#lsd-investigations-hr-emp-relations__section_r5v_1rn_cvb}

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.
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## Setting up Legal Investigations and HR Service Delivery
Employee Relations to work together {#lsd-investigations-hr-emp-relations__section_ug2_lsn_cvb}

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

* [Set up Legal Investigations with HR Service Delivery Employee Relations](https://www.servicenow.com/docs/5XGYKgWeoPUrh0Y7K1rL_w "Set up Legal Investigations with HR Service Delivery Employee Relations to enable complaint requests to be transferred between Legal and HR departments.")
* [Configure Universal Request for legal services](https://www.servicenow.com/docs/hpWDkXoKwaT3TKvYkQ9AXw "Review the base system configurations for integration of legal requests with universal requests and configure as per your business needs.")
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## Data mapping {#lsd-investigations-hr-emp-relations__section_tcx_g4d_bwb}

When information related to HR [Employee Relations](https://www.servicenow.com/docs/OJBsy3q~vNMLRL6rRflb7g "With Employee Relations (ER), handle a sensitive complaint with tighter security. Maintain complete confidentiality and protect the privacy of the user who has raised the complaint.") 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](https://www.servicenow.com/docs/I~maDlv_2YnV2rQlDw~Jmw "Data mapping of tables is necessary when ethics matter is transferred by the legal fulfiller to HR and an HR Employee Relations case is transferred to the Legal department.").  
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)
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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 {#lsd-investigations-hr-emp-relations__section_xy3_nqt_fvb}

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](https://www.servicenow.com/docs/XfExA~0JWP9vDBrr1YLkpg#submit-complaint-ec-quicklink "Submit a complaint through the Quick Link in the Employee Center portal.").
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](https://www.servicenow.com/docs/qWZfhcFmY7Nq1dJeStoqbg "When employees observe and report an ethics violation or similar incident, the resulting universal requests are triaged for prioritization and resolution.").  
   Nota:  
   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](https://www.servicenow.com/docs/PkxuWcZLVvMEXrhgRcYHVg "Work on a legal matter assigned to you to conduct legal investigations and resolve an internal 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](https://www.servicenow.com/docs/YINt3NnzVFWrEYmCMnA1mQ "Transfer a legal ticket (legal request or legal matter) associated with a universal request to another department or back to the universal request for processing and resolution."). Similarly, an HR agent working on an HR case can transfer it to the Legal department, which creates an ethics legal matter.
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