Issue triage track as recommendation - where does it live after that / process how to work with them

[Luby]

Hi,

I would like to understand what happens if the Issue triage is closed as Track as an Observation or recommendation. Where does that observation / recommendation live after that?

How does the Issue triage teams then track those recommendations after that so they actually do something with those in the future?

Example below Issue triage is linked with a Policy with a result track as the observation / recommendation.

The only place I can see it afterwards is the Related list Issue triage and Triages, but only If add those related lists manually. Am I missing something? 

[Aakash2]

As per the documentation, the system should create an issue or a risk event based on the results.

https://www.servicenow.com/docs/r/governance-risk-compliance/policy-and-compliance-management/triage...

[Phil Swann]

It becomes closed and can be tracked as data for reporting. That, alongside issues - becomes a source of information available for correlation, and if there is a recurrence it can inform decisions. Maybe the first time its an observation, but if it keeps happening - it suggests a bigger topic.

This is up to your organisation how they want to consume that data, its more of a mindset shift, to consider that issue triage records closed as "observation" will become a valuable source of information.