Hi Team,
We are currently analyzing the behavior of the Response field on the Issue form in ServiceNow IRM/GRC and its impact on Control Status updates.
Current Observation:
Out-of-the-box, when an Issue is closed with the response set to “Remediate,” the associated Control status is updated from Non-Compliant to Compliant. However, when we use other values such as “Remediation Completed,” the Control status does not change to Compliant.
Questions:
What are the OOTB configurations (Business Rules, Script Includes, Workflows/Flows) responsible for updating Control status based on the Issue response?
Is the logic strictly dependent on specific OOTB response values like “Remediate”?
If we introduce custom values in the Response field (“Remediation Completed”), what configurations need to be updated to ensure Control status is correctly set to Compliant?
Are there any best practices or recommended approaches for extending the Response field without impacting OOTB compliance logic?
Is there any documented mapping or condition that defines which responses are treated as remediation for compliance calculation?
Goal:
We want to ensure that introducing additional response values does not break or bypass the standard compliance logic and that Control status updates remain consistent with remediation completion.
Any guidance or references would be greatly appreciated.
Thanks in advance!
