Legal Service Management The Legal Service Management application lets you request changes to the operation and maintenance of your legal-related cases. The legal staff can then track these requests and make the necessary changes. Any user in the system can view all open legal requests. This gives your users a chance to see the legal issues that have already been reported before they submit a new request. Request templates are linked to service catalog items; specifically, to record producers. When you make a request from the catalog, it uses the catalog item's associated template to create the actual legal request. Legal Service Management is one in a suite of applications known as Service Management (SM) applications. SM applications, such as Field Service Management and Facilities Service Management allow you to manage business functions that require a request-type workflow where requests are approved, qualified, assigned, and completed. When Service Management is activated, SM applications can be activated, as well as other features such as the Service Management Application Designer and the Service Management Portal. Legal Service Management processLegal Service Management defaults to the request-driven process, where tasks can be assigned to a request; however, closing all tasks will not automatically close the request. You can switch to the task-driven process if you require multiple tasks to be performed before the request can be considered complete.Get started with Legal Service ManagementThe topics in this section describe how to activate Legal Service Management, and configure it for use.Legal Service Management installation referenceThe Legal Service Management plugin installs several types of components in support of the Legal Service Management process. Request managementService management (SM) applications use a common request management process. Each of the applications allows you to manage business functions that require a request-type workflow in which requests are approved, qualified, assigned, and completed. Agents need to regularly access request records as they resolve requests and correspond with the submitters. They can also access built-in reports to see information like the number of active or unassigned requests for a particular SM application.