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Setup Instructions - Enterprise Investigations

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🔧 Steps to Request and Install 

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1. Identify the App on the ServiceNow Store

  • Go to store.servicenow.com.

  • Search for the app you need (e.g., “Exel Enterprise Investigations”).

  • Review the app details, version compatibility, and licensing info.

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2. Log In to the HI Service Portal

  • Visit hi.service-now.com and log in with your support credentials.

  • Use the Get Help or Request Something option.

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3. Request App Entitlement

  • Search for or navigate to Request for Store App Activation.

  • Submit a request including:

    • App Name

    • Version

    • Instance Name (e.g., dev12345)

    • Purpose (Dev/Test/Prod)

  • ServiceNow typically reviews and processes the request within 1 business day.

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4. Check for Entitlement in Your Instance

  • Go to your ServiceNow instance.

  • Navigate to System Applications > All Available Applications > All.

  • Use the filter or search to find your app.

  • You should now see the app listed with the Install button enabled.

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5. Install the App

  • Click Install and monitor progress via System Applications > My Installs.

  • Once completed, verify that the app appears under System Applications > Applications.

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🔧 Application Configuration 

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Important note! Since the Enterprise Investigation application supports scoped administration, it locks regular administrators from being able to see or manage the application. As part of the install, the x_exeso_ent_inv.admin role was granted to all system administrators. You will need to log out and log back in as admin to ensure the scoped admin role is properly applied.

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User and Group Setup

Choose one of the following options to provision demo or production users:

  • Manually create users and add them to the following groups:

    • BI Investigation Agents

    • BI Delegated Developer

    • BI Application Administrator

    • BI Legal Risk Review

    • BI Security Class Administrator

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Dashboard Configuration

  1. Open Case Agent Workspace and go to the "Dashboards" page.  Share each of the dashboards with the appropriate role (ie. Case Overview with case_agent, Investigation Overview with investigation_agent, Candidate Status with investigation.user, Vendor Performance with data_manager).​

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Security & Access Setup

  1. Create a Security Classification (e.g., Standard).

  2. Add the new user groups as audiences.

    • Example: Create a group called BI Investigation Users and add all new users.

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Application Data Setup

  1. Open the USA Standard Case Model and add investigations to the related list.

  2. Configure Investigation Task Templates:

    • Create templates that generate standardized tasks based on candidate, application, or case data. The demo data comes with a task template already that can be used as a model for others.

  3. Configure Candidate Types:

    • Application comes preloaded with US Standard Employee. Create additional candidate types as needed for reporting or automation.

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Optional Configuration

  • Company Table Integration

    • If you want agents to validate employment/education companies against the core_company table, add a CRUD ACL for the investigation.user role.

  • Response Templates (if plugin enabled)

    • Assign roles:

      • BI Case Agent and BI Investigation Agent groups

        • sn_templated_snip.template_snippet_reader (read/use templates)

      • BI Data Manager group

        • sn_templated_snip.template_snippet_writer (create/edit templates)

  • Special Handling Notes (if plugin enabled)

    • Create notes as desired.

    • Grant the sn_shn.admin role to agents who configure notes.

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