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Installed with Legal Service Management

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Installed with Legal Service Management

Several types of components are installed with the Legal Service Management plugin.

Demo data is available with Legal Service Management.

Tables installed with Legal Service Management

Tables are added with activation of Legal Service Management.

Table Description
Legal Request

(sn_sm_Legal_request)

Stores legal request records
Legal Task

(sn_sm_Legal_task)

Stores legal task records
Legal Request Template

(sn_sm_Legal_request_template)

Stores the legal request catalog records
Legal Task Template

(sn_sm_Legal_task_template)

Stores the legal task catalog records
Legal Request Flow

(sn_sm_Legal_sf_request)

Stores the legal requests state flow records
Legal Request Task Flow

(sn_sm_Legal_sf_task)

Stores the legal tasks state flow records

Properties installed with Legal Service Management

Properties are added with activation of Legal Service Management.

Property Type Description
legal.allow.toll.roads true or false Allow toll roads to be used
legal.autodispatch.geolocation true or false Geolocation should be used to update estimated travel time via Google Maps API
legal.default.end.time string Default end time for all agents when no schedule is set; formatted as 17:00
legal.default.start.time string Default start time for all agents when no schedule is set; formatted as 08:00
legal.evening.rush.hours string Evening rush hour span; formatted as 14:30-16:00
legal.location.weight integer Location weight
legal.max.agents.processed integer Sets the maximum number of agents that will be processed by auto-dispatch at a time
legal.morning.rush.hours integer Morning rush hour span, formatted as 06:30-08:00
legal.rush.travel.buffer integer Percentage to add to all rush hour travel times
legal.skills.weight integer Skills weight
legal.timezone.weight integer Time zone weight
legal.travel.buffer integer Merge the task and agent markers on the geolocation maps with a purple marker
legal.work.spacing integer Amount of time (in minutes) to add between the end of a task and the travel start of the next
legal_management.map.merge.task.agent.markers true or false Merge the task and agent markers on the geolocation maps with a purple marker

Roles installed with Legal Service Management

Roles are added with activation of Legal Service Management.

Role title [name] Description
sn_sm_Legal_admin Legal administrator role has full control over all service management data. Also administers territories and skills, as needed.
sn_sm_Legal_agent Legal agent role can accept or reject a task. It is the one who performs the work on the site.
sn_sm_Legal_approver_user Legal approver role allows users to approve orders/requests.
sn_sm_Legal_basic Legal basic role can read and create service orders and follow up on those they created.
sn_sm_Legal_dispatcher Legal dispatcher role schedules and assigns the tasks to agents. They can be filtered by the group they manage.
sn_sm_Legal_initiator Legal initiator is similar to sm_basic but is also used to grant UI access.
sn_sm_Legal_read Legal read role can only read service orders.

Business rules installed with Legal Service Management

Business rules are added with activation of Legal Service Management.

Name Table Condition Description
Assigned Legal Request

[sn_sm_Legal_request]

Request is assigned Automatically moves a Legal request from Ready to Assigned state
Cancellation Legal Request

[sn_sm_Legal_request]

Automatically executes when a Legal request is cancelled
Ready for work (approval off) Legal Request

[sn_sm_Legal_request]

approval is off and assigned_to field is not empty Automatically moves a Legal request from Draft to Ready state
Ready for work (approval on) Legal Request

[sn_sm_Legal_request]

approval is on and either a template is selected or assigned_to field is not empty Automatically moves a Legal request from Approved to Ready state
Start Work Legal Request

[sn_sm_Legal_request]

Automatically moves a Legal request from Assigned to Work in Progress state
Accept Legal Task

[sn_sm_Legal_task]

Automatically moves a Legal task from Assigned to Accepted state
Assigned Legal Task

[sn_sm_Legal_task]

Assigned_to changed and is not empty Automatically moves a Legal task from Draft to Assigned state
Assigned Legal Task

[sn_sm_Legal_task]

Assigned_to is not empty Automatically moves a Legal task from Pending Assignment to Assigned state
Cancel Cleanup Legal Task

[sn_sm_Legal_task]

State changes Executes when a Legal task is cancelled
Ready for Work Legal Task

[sn_sm_Legal_task]

Legal task has a template and a task is created for its parent request Automatically moves a Legal task from Draft to Pending Assignment
Reassign Legal Task

[sn_sm_Legal_task]

Assigned_to field changes and is not null and state is not assigned, accepted or work in progress Automatically moves a Legal task to Assigned state
Start Work Legal Task

[sn_sm_Legal_task]

Automatically moves a Legal task from Accepted to Work in Progress state

Email notifications installed with Legal Service Management

Email notifications are added with activation of Legal Service Management.

Notification Table Event Description
Legal Request created from email Legal Request

[sn_sm_Legal_request]

mr.request.email.creation Inbound email should turned on in configuration
Legal Request changed Legal Request

[sn_sm_Legal_request]

mr.request.changed Create a notification rule in configuration on Request table
Legal Task changed Legal Task

[sn_sm_Legal_task]

mr.task.changed Create a notification rule in configuration on Task table

Events installed with Legal Service Management

Events are added with activation of Legal Service Management.

Event Table Description
lr.request.changed Legal Request

[sn_sm_Legal_request]

When the state, assignee, assignment group, or work notes on a legal request are changed
lr.request.email.creation Legal Request

[sn_sm_Legal_request]

When a legal request is created via email
lr.task.changed Legal Task

[sn_sm_Legal_task]

When the state, assignee, assignment group, and work notes on a legal task are changed
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