--- sourceDocument: Australia Governance, Risk, and Compliance sourceDocumentLink: https://www.servicenow.com/docs/r/australia/governance-risk-compliance Release : - australia ft:locale : - en-US ft:publication_title : - Australia Governance, Risk, and Compliance ft:clusterId : - grc bundleId : - grc workflow : - Technology --- # AI cases tab # AI cases tab {#ariaid-title1} Release version: Australia Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of AI cases tab The AI cases tab in the AI risk and compliance dashboard enables ServiceNow customers to track, monitor, and analyze AI case workflows, identify bottlenecks, and oversee accountability for AI-related risks. It provides AI stewards and analysts with actionable insights into AI risks, case activities, compliance, and governance enforcement. The dashboard displays data exclusively for Managed AI assets, which can be managed by users with the AI steward role. Show full answer Show less ## Key Features * **AI cases tracking:** View key metrics and trends such as case status by life cycle or workflow state, priority levels (Critical, High, Moderate, Low, Planning), and summarized lists of cases filtered by due dates and assignment status. * **Trend analysis:** Analyze visual patterns across AI case subtypes, business units, locations, and causes to gain contextual insights. Historical trends on open and closed cases provide information on case volume and resolution efficiency over the last 12 months. * **Task and issue monitoring:** Track the number and status of action tasks (e.g., Overdue, Due in 7 days, Unassigned) and related issues, enabling detailed oversight of case progress at both task and issue levels. * **Case and issue creation:** Initiate new AI cases or related issues directly from the dashboard to document, investigate, or track AI model or dataset risks and compliance concerns. * **Inquiries management:** Use the Inquiries tab to monitor AI inquiry workflows, including inquiry status, priority, and assignment. Visualizations support longitudinal analysis of inquiry trends by business unit and case closure rates, facilitating compliance monitoring and workflow optimization. ## Practical Benefits for ServiceNow Customers * Gain comprehensive visibility into AI risk and compliance activities across your organization's managed AI assets. * Identify and address workflow bottlenecks and overdue tasks to improve AI governance efficiency. * Monitor trends and historical data to assess case resolution performance and inform risk mitigation strategies. * Leverage detailed task and issue tracking to ensure accountability and timely resolution of AI-related risks. * Streamline the reporting and investigation of AI-related violations and inquiries within a structured, centralized system. Track, monitor, and analyze your AI case workflows, identify your workflow bottlenecks, and monitor your accountability of your AI-related risks by using the AI risk and compliance dashboard. As an AI steward, you can also use the dashboard to track the status and trends of your AI-related inquiries. ## AI cases {#ai-cases-tab-airc__section_f2g_3gj_yfc} The AI cases tab on the AI risk and compliance dashboard provides the key metrics, trends, and actionable tasks that you can use to track your AI risks, case activities, compliance tracking, and governance enforcement. You can get case-level insights, task-level tracking, and accountability for your responsibilities and progress. As an AI steward, you can report a case when a violation is found. An AI analyst also follows the case and comes up with a resolution. Note: Dashboards in the AI Risk and Compliance Workspace (Risk and Compliance, Operations, and AI Cases) display data for Managed AI assets only. AI assets that are marked as Unmanaged are excluded from dashboard widgets, metrics, and summary counts, but remain visible in inventory and list views. If you have the AI steward \[sn_ai_governance.ai_steward\] role, you can mark assets as Managed or Unmanaged. For more information, see [AI assets- Managed and Unmanaged](https://www.servicenow.com/docs/access?context=assets-list-managing-and-unmanaging-assets&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). You can drill down into the data on each of the following widgets to learn more about an AI case. AI cases status by state : Shows distribution of reported AI Cases by life cycle state or workflow state. AI cases status by priority : AI cases based on their priority: Critical, High, Moderate, Low, and Planning. AI cases : Summarized list of AI cases reported: * All: All the AI cases * Overdue: AI cases that are past the due date. * Due in 7 days: AI cases due in the next 7 days. * Unassigned: AI cases that aren't assigned to anyone. {#ai-cases-tab-airc__ul_zks_gld_zfc} Attributes of each case, such as Name, Sub-type, Case analyst, Priority, and State are available in a list view. Select each card to view that category of AI cases in a list view. Trends : Visual patterns and historical data that are associated with the AI cases: * AI cases by subtype widget: Trends by different categories of the AI case subtypes. You can group data by business unit, location, or primary cause to get contextual insight into the issues or AI cases patterns across the departments or systems. You can filter by AI assets. * Open and closed cases widget: Historical trends of the case resolutions over a specified time frame. You can see the historical trends in the last 12 months. The historical trends help stakeholders to analyze the volume fluctuations and how efficiently the cases were closed. For example, in the last 12 months, consider that 4,200 cases were created and 3,960 cases were closed. The average time of case closure was 2.8 days, the peak case volume was in January 2025 (510 cases were created), and the fastest case resolution month was March 2025. You can see that over the past 12 months, the case closure efficiency has steadily improved, with a 12% decrease in the average resolution time compared to the previous year. {#ai-cases-tab-airc__ul_v1m_qld_zfc} Tracking : AI case progress at the task and issue level: * Action tasks * Number of tasks in the Overdue, Due in 7 days, or Unassigned states. * Task distribution by the status, such as Draft or Work in Progress. {#ai-cases-tab-airc__ul_xwm_1md_zfc} * Issues * Counts of issues that are linked to AI cases by their states like New, Review, or Responds. * Counts of issues that are linked to AI cases by additional details like Overdue, Due in 7 days, or Unassigned. {#ai-cases-tab-airc__ul_kh1_dmd_zfc} {#ai-cases-tab-airc__ul_vjv_yld_zfc} Select [Create AI case](https://www.servicenow.com/docs/hd95bZ20n8l5hP5_3GeFow "Create an AI case in the AI Risk and Compliance workspace by providing a detailed description, such as system behavior, affected users, and any relevant data. Ensure all necessary information, such as supporting attachments, is included for prompt resolution.") to initiate a new AI case record within the monitoring dashboard. This action is typically used to document, investigate, or track issues, risks, or compliance concerns that are related to AI models or datasets. Select [Create issue](https://www.servicenow.com/docs/Oro4rrchu1qYfTW~LpeFag "Identify and manage issues related to the impacted areas for the reported AI case in the AI Risk and Compliance workspace.") from the Create AI case split button to create an issue related to AI cases. The following example shows the AI cases tab on the AI risk and compliance dashboard. Figure 1. AI cases tab on the AI risk and compliance dashboard ## Inquiries {#ai-cases-tab-airc__section_esr_jgj_yfc} The Inquiries tab on the AI risk and compliance dashboard provides you with a structured view of the AI inquiry workflow. Use the following widgets on the dashboard to track the compliance and then to monitor the status and progress of an inquiry: You can drill down into the data on each of the following widgets to learn more about an AI case. Inquiries status by state : Counts of inquiries by state. New, Triage, In progress, and Approved inquiries are represented in the donut chart. Inquiries status by priority : Counts of inquiries by priority. An inquiry can have Critical, High, Moderate, Low, or Planning priorities. Inquiries : Summarized list of all AI inquiries. It's filterable based on parameters such as status, priority, and assignment. The essential attributes of inquiries are based on the operational relevance or urgency. Each inquiry entry includes metadata such as: * Name * Requested by * Assigned to * State * Priority {#ai-cases-tab-airc__ul_qy1_lnd_zfc} Trends : Trend-based insights into your inquiry activity across the organization. These visualizations support longitudinal analysis to improve planning and compliance responsiveness. Note: Longitudinal analysis refers to the process of analyzing data points across departments, teams, or systems over a period of time. Filters, such as the AI assets and the time range, help you to refine the analytics. * Inquiries by business unit: You can see the distribution of inquiries across the various departments or functional areas of your organization. This distribution helps you to identify where most AI-related concerns originate so that you can plan on more targeted risk mitigation or awareness training. * Open and closed inquiries: You can track the volume of inquiries that are initiated and resolved within a selected time range. This tracking enables you to track how your workflow is performing and to plan for future capacity. {#ai-cases-tab-airc__ul_axc_qnd_zfc} Select [Create inquiry](https://www.servicenow.com/docs/clVzz5MI~_hOrSXb4xb15g "Submit your questions about AI systems, models, or datasets and their business applications.") to initiate a new inquiry. You can make timely reports of AI-related concerns or clarification requests. The following example shows the Inquiries tab on the AI risk and compliance dashboard. Figure 2. Inquiries tab on the AI risk and compliance dashboard **Related concepts** * [AI governance life cycle](https://www.servicenow.com/docs/NGgy5rh6vyahb~eJihuSOw "Learn more about how organizations can govern AI from initial demand through deployment and ongoing governance monitoring by using the AI Control Tower and AI Risk and Compliance applications together.") * [AI cases and inquiries](https://www.servicenow.com/docs/i_HhgQ~4Vt_CXnnq0JtAUg "AI cases and inquiries provide a structured way to report, track, and manage AI-related concerns and questions as part of AI governance in AI Control Tower and AI Risk and Compliance.")