I do not see option to create issue triage from classic view or workspace view for admin user in GRC

[IrfanS070204351]

There is no option to create issue triage record in sn_grc_advanced_issue_triage table even for admin user in both classic and workspace view. I am using a PDI from ServiceNow developer portal. why? other roles like grc business user obviously not working when even admin cannot create record

[Vinod54]

Hi @IrfanS070204351 , 

1. Verify the Issue Triage plugin is installed

Hope you have already installed GRC: Advanced Issue Triage plugin. It does not install automatically with the base GRC or IRM applications. If not that could be a reason. 

2. Add sn_grc.triage_manager role 

Issue Triage module requires the sn_grc.triage_manager role to access the triage queue and perform triage actions. Please add this role and verify. 

Official doc references:

• Triage a self-identified issue — Classic view: https://www.servicenow.com/docs/r/governance-risk-compliance/policy-and-compliance-management/triage...
• Triage a self-identified issue — Compliance Workspace: https://www.servicenow.com/docs/r/governance-risk-compliance/grc-compliance-management-workspace/tri...

If this helped, please hit Helpful and Accept as Solution 

Thanks,

Vinod Kumar M

[IrfanS070204351]

Thank you Vindod for the response. As per your inputs, I have added "sn_grc.triage_manager" role which was missing but it did not help.

GRC: Advanced Issue Triage plugin was already installed in PDI with latest version

I checked the UI actions available for the table "sn_grc_advanced_issue_triage" and looks like it is missing hence even admin or any user with triage manager or user will not be able to create any record and not sure if it is by design. In IRM ILT session and e-Book shows option to submit triage records only via record producer in employee center which was setup already in temporary lab instance setup for IRM ILT session.

Is this as per design that no user can submit triage record in IRM classic view or workspace view and triage record can only be created via record producer in employee center to trigger its lifecycle and workflows? 

[IrfanS070204351]

I think this is working as designed as there is no UI action to create record from classic or workspace UI and compliance team can only work on newly created records created via Employee center or service portal as per triage workflow create option is enabled via OOB or custom record producer and documents also suggest the same that it needs to be created via portal only

[Vinod54 · Accepted solution]

Hello  @IrfanS070204351 ,

Yes, there is no new button for the table. There is no official explicit validation in any ServiceNow docs but something we can understand by design this is meant only for self service through service portal and employee center for the GRC business users. 

Probably that's why ServiceNow docs call it as "Report self-identified issues via the Service Portal".

Note: For unit testing as an Admin or Developer. You can always use the tablename.do keyword to create a record in the sub-production instance. 

If this or the earlier reply answered your question, do mark it as Helpful and Accept as Solution — it helps others in the community find the answer faster.

Thanks,

Vinod Kumar M