Resolve errors during matter creation

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Resolve errors during matter creation

    In the Legal Tracker application within ServiceNow, matters are created after outside counsel engagement requests receive approval and integration with Legal Tracker is initiated. During matter creation, errors may occur in data related to either the outside counsel engagement request, the Legal Tracker details section, or both. These errors are recorded in the activity stream of the outside counsel engagement request and must be resolved to proceed.

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    Handling Errors for Outside Counsel Engagement Request Details

    • If errors occur when the matter fulfiller fills in the Legal Tracker details, the outside counsel engagement request moves to the Draft state and an error notification is sent to the matter fulfiller.
    • The matter fulfiller must correct the errors and resubmit the request for approval.
    • Once approved by the practice area lead, the integration with Legal Tracker is automatically initiated.
    • If a task was created for filling Legal Tracker details, the same process applies except the matter fulfiller must manually submit the integration request after approval.

    Handling Errors for Legal Tracker Details

    • If errors occur in the Legal Tracker details, the outside counsel engagement request moves to the Integration Failed state and a notification is sent to the matter fulfiller.
    • The matter fulfiller must correct the Legal Tracker details and resubmit the integration request.
    • If a task exists for Legal Tracker details, both the matter fulfiller and task fulfiller receive notifications; the task fulfiller corrects the errors and resubmits the integration request.

    Handling Errors in Both Outside Counsel Engagement Request and Legal Tracker Details

    • When errors affect both areas, the request moves to the Draft state and notifies the matter fulfiller.
    • The matter fulfiller corrects the outside counsel engagement request errors and resubmits for approval.
    • After practice area lead approval, integration with Legal Tracker is automatically initiated.
    • If a task was created for Legal Tracker details, the task fulfiller completes those details and submits the integration request.

    Practical Implications for ServiceNow Customers

    This error resolution workflow ensures data integrity and proper approvals before matter creation and integration with Legal Tracker. Customers should monitor the activity stream for error notifications, promptly correct data issues in the specified sections, and follow the outlined resubmission and approval processes. Understanding these workflows helps maintain smooth matter creation and integration, minimizing delays and ensuring compliance with legal tracking requirements.

    In the Legal Tracker, a matter is created after outside counsel engagement requests have been approved and an integration initiated.

    During the matter creation, errors can be reported for the data related to outside counsel engagement request or Legal Tracker details section or both. You can see the errors in the activity stream of the outside counsel engagement request.

    Table 1. Workflow when error is reported for outside counsel engagement request details
    Legal Tracker details Workflow
    When matter fulfiller fills in the Legal Tracker details
    • The outside counsel engagement request is moved to Draft state and the activity stream is updated with the error details.
    • A notification is sent to the matter fulfiller.
    • The matter fulfiller corrects the values and submits the request for approval again.
    • The practice area lead approves outside counsel engagement request.
    • An integration with Legal Tracker will be automatically initiated.
    When a task was created for filling Legal Tracker details
    • The outside counsel engagement request is moved to Draft state and the activity stream is updated with the error details.
    • A notification is sent to the matter fulfiller.
    • The matter fulfiller corrects the values and submits the request for approval again.
    • The practice area lead approves outside counsel engagement request.
    • The matter fulfiller submits the request for integration.
    Table 2. Workflow when error is reported for Legal Tracker details
    Legal Tracker details Workflow
    When matter fulfiller fills in the Legal Tracker details
    • The outside counsel engagement request is moved to Integration Failed state and the activity stream is updated with the error details.
    • A notification is sent to the matter fulfiller.
    • The matter fulfiller corrects the values in Legal Tracker section.
    • The matter fulfiller submits the request for integration.
    When a task was created for filling Legal Tracker details
    • The outside counsel engagement request is moved to Integration Failed state and the activity stream is updated with the error details.
    • A notification is sent to the matter and the task fulfiller.
    • The task fulfiller corrects the values in the Legal Tracker section.
    • The task fulfiller submits the request for integration.
    Table 3. Workflow when error is reported in both outside counsel engagement request and Legal Tracker details
    Legal Tracker details Workflow
    When matter fulfiller fills in the Legal Tracker details
    • The outside counsel engagement request is moved to Draft state and activity stream is updated with the error details.
    • A notification is sent to the matter fulfiller.
    • The matter fulfiller corrects the values and submits the request for approval again.
    • The practice area lead approves outside counsel engagement request.
    • An integration with Legal Tracker will be automatically initiated.
    When a task was created for filling Legal Tracker details
    • The outside counsel engagement request is moved to Draft state and the activity stream is updated with the error details.
    • A notification is sent to the matter fulfiller.
    • The legal fulfiller corrects the values and submits the request for approval again.
    • The practice area lead approves outside counsel engagement request.
    • The task fulfiller fills in the details for Legal Tracker.
    • The task fulfiller submits the request for integration.