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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Workspace & Dashboard Configuration

1. Open Case Agent Workspace and share the dashboard with the case_agent role.

2. Open Investigation Agent Workspace and share the dashboard with the investigation_agent role.

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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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