---
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


---

# Assigning legal request

# Assigning legal request {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Legal requests can be automatically assigned via an assignment rules or Advanced Work Assignment. You can also use Predictive Intelligence to predict the assignment group.  
For assigning legal request adopt any one of the following solutions:

* Use assignment rules to directly assign legal requests. For more information, see [Assignment rule to automatically assign legal requests or matters](https://www.servicenow.com/docs/d6HYkYPdm1SaXTeCUfVS0g "Create an assignment rule for an intake form to assign the associated legal request or matter to a user or group.").
* Use Advanced Work Assignment for Legal Service Delivery to assign legal requests to agents. This feature considers availability, capacity, and optionally, skills. For more information, see [Advanced work assignment for Legal Service Delivery](https://www.servicenow.com/docs/R7quqblFgwrvejX9EjqeCA "Use Advanced Work Assignment for Legal Service Delivery feature to automatically assign legal requests to agents from the legal department (a paralegal staff or lawyer) based on availability, capacity, and optionally skills.").
* Use Predictive Intelligence for Legal Service Delivery which uses machine-learning algorithms to predict the subcategory and assignment group. Predictions with high confidence are automatically populated in the fields, while predictions with low and medium confidence are displayed as suggestions. For more information, see [Predictive intelligence for Legal Service Delivery](https://www.servicenow.com/docs/bn5k4hIVWGs174nVoartSA "The Predictive Intelligence for Legal Service Delivery uses machine-learning algorithms for the predicting Subcategory and Assignment group for legal requests.").
* Use both assignment rules and Predictive Intelligence for Legal Service Delivery. For predictions with high confidence, the value for the assignment group is automatically updated in the field. For predictions with low and medium confidence, the suggestions are displayed and the assignment rule functionality populates the assignment group based on your configurations.
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