Parallel Review and Feedback workflow

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Parallel Review and Feedback workflow

    The Parallel Review and Feedback workflow streamlines the process for submitting feedback on records or specific fields, addressing aspects like data integrity, compliance, and operational procedures. This solution is designed to enhance collaboration among users throughout the feedback process.

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    Key Features

    • Feedback Integration Configuration: Users with the snrvwfeedback.admin role can set up feedback integrations within the Advanced Risk application, defining the relevant tables, workspaces, reviewers, and respondents.
    • Feedback Creation: Reviewers (snrvwfeedback.reviewer role) can generate feedback on records they are reviewing, offering suggestions for improvements or field modifications. Feedback can be created for both ServiceNow and external records.
    • Feedback Response: Respondents (snrvwfeedback.respondent role) can address submitted feedback by providing comments, justifications for remediation or rejection, and sending responses back to the reviewer.
    • Real-time Collaboration: The sidebar chat feature allows users to discuss feedback in real-time, enhancing communication and collaboration among stakeholders.
    • Feedback Review and Closure: Reviewers can close feedback based on their satisfaction with the respondent's comments, either taking further action or closing without action. They can initiate new tasks or issues if needed.

    Key Outcomes

    By implementing the Parallel Review and Feedback workflow, organizations can improve their feedback processes, leading to better data management and operational practices. This ensures that recommendations, such as those from risk assessments, are effectively tracked and managed, ultimately promoting compliance and operational excellence.

    The Parallel Review and Feedback workflow outlines the systematic process by which the solution facilitates the submission of feedback on a record or specific fields within a record. Feedback could be related to any improvement or recommendation at a record level, such as data integrity, compliance, and operational procedures.

    Exploring the user journey for Parallel Review and Feedback

    The following diagram shows the workflow of Review and Feedback.
    Figure 1. Parallel Review and Feedback workflow
    Parallel Review and Feedback workflow.
    The steps for how each user uses the Review and Feedback application according to their organization's requirements are explained as follows.
    Configure a feedback integration
    Configure a feedback integration setup in the Advanced Risk application to define the table on which you want to use Parallel Review and Feedback. This setup enables you to define the workspace, reviewer, and respondent for creating feedback on the table records. A user with the sn_rvw_feedback.admin role can configure a feedback integration. For more details, see Configure a feedback integration.
    Create the feedback
    A user with the sn_rvw_feedback.reviewer role can create feedback on a record they're reviewing, suggesting overall improvements, or changes to specific fields in the record. You can create feedback on both ServiceNow® and external records. For more information, see Create feedback in the Risk Workspace and Create Feedback from the record side panel.
    Respond to the feedback
    A user with the sn_rvw_feedback.respondent role can take necessary actions and provide comments or explanations regarding the submitted feedback. The respondent can either remediate or reject the feedback, provided that there’s proper justification. After closing all the open items, the respondent can send the feedback to the reviewer. For more information, see Respond to the feedback.
    Collaborate through sidebar chat feature
    The Sidebar chat feature enabling the first and second line risk users to discuss feedback in real-time. The chat feature enables better collaboration among different stakeholders to brainstorm solutions, clarify details, or coordinate actions regarding the feedback received. For more information, see Initiate a chat from Sidebar in Parallel Review and Feedback.
    Review and close the feedback
    When the reviewer is content with the respondent's comments, they have a couple of options. They can choose to close the feedback either with or without an action. If an action is selected, they can take further actions based on the feedback received. It involves initiating new actions or tasks, such as creating an issue or linking it to an existing record, to facilitate follow-up and resolution. For example, an organization conducted an RCSA (Risk and control self-assessment) concerning fraud-related risks and suggested they have 3 controls in place. Subsequently, the second line of defense reviewed the assessment and raised a feedback, recommending the addition of a new control as it aligns with global best practices to mitigate that risk. Implementing this new control requires budget allocation and an estimated timeline of 1-2 years. The organization may decide to close the feedback by creating an issue to track and manage the progress.

    When the reviewer isn’t satisfied with the respondent comments, the reviewer can move the feedback to the Draft state and reinitiate the workflow. For more information, see Review and close the feedback.