---
sourceDocument: Brazil Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/intelligent-experiences

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Create an AI case

# Create an AI case {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read  
Open an AI case to investigate and document an incident affecting an AI asset,
such as a suspected breach, data exposure, or policy violation.

## Before you begin

Role required: sn_ai_governance.ai_steward or sn_ai_asset_mgmt.ai_asset_owner

## About this task

An AI case documents an incident that needs investigation, such as a suspected
security breach, a data exposure, or a policy violation involving an AI asset.
Creating a case starts a structured investigation that can include a breach
determination, a root cause analysis, and a remediation plan.

## Procedure

1. Navigate to AllAI Control TowerHomeActivity CenterWorkAssigned to you.
2. Select the Cases sub-tab.
3. Select New.
4. Fill in the fields that describe the case.  
   {#ac-create-ai-case__table_ac-create-ai-case-details__entry__2}

   | Field | Description |
   |-|-|
   | Name | Name of the case. |
   | Description | Description of the case. |
   | Type | Type of case. Defaults to AI case. |
   | Sub-type | Subcategory of the case type, if applicable. |
   | State | Current state of the case. Defaults to New. |
   | Priority | Priority of the case. |
   | Requester | User requesting the case. Defaults to you. |
   | Requested on behalf of | User the case is being requested for, if different from the requester. |
   [Table 1. AI Case fields]

   {#ac-create-ai-case__table_ac-create-ai-case-details}  
   Note:  
   The Primary entity and Entity owner fields populate automatically and aren't set when you create the case.
5. In the Assignment section, specify who should work the case.  
   {#ac-create-ai-case__table_ac-create-ai-case-assignment__entry__2}

   | Field | Description |
   |-|-|
   | Assignment group | Group responsible for working the case. |
   | Watch list | Users who want to stay informed about the case. |
   | Case analyst | User assigned to analyze the case. |
   | Accountable executive | Executive or executives accountable for the case outcome. |
   [Table 2. Assignment fields]

   {#ac-create-ai-case__table_ac-create-ai-case-assignment}
6. In the Primary origin section, describe where the case originated.  
   {#ac-create-ai-case__table_ac-create-ai-case-origin__entry__2}

   | Field | Description |
   |-|-|
   | Location | Location where the case originated. |
   | Sub-location | More specific location within the primary location. |
   | Impacted business unit | Business unit affected by the case. |
   | Impacted department | Department affected by the case. |
   | Additional source | Additional context about how the case was identified. |
   [Table 3. Primary origin fields]

   {#ac-create-ai-case__table_ac-create-ai-case-origin}  
   Note:  
   The Source field is set automatically based on how the case originated (such as manually, or from an email or a security incident) and isn't set when you create the case.
7. In the Schedule section, record the dates relevant to the case.  
   {#ac-create-ai-case__table_ac-create-ai-case-schedule__entry__2}

   | Field | Description |
   |-|-|
   | Date of occurrence | Date the underlying event occurred. |
   | Date of discovery | Date the case was discovered. Defaults to the current date. |
   | Case closure SLA | Target date and time for closing the case. |
   | Investigation planned start | Planned start date for the investigation. |
   | Investigation planned end | Planned end date for the investigation. |
   | Investigation actual start | Actual start date of the investigation. |
   | Investigation actual end | Actual end date of the investigation. |
   | Remediation planned start | Planned start date for remediation. |
   | Remediation planned end | Planned end date for remediation. |
   | Remediation actual start | Actual start date of remediation. |
   | Remediation actual end | Actual end date of remediation. |
   [Table 4. Schedule fields]

   {#ac-create-ai-case__table_ac-create-ai-case-schedule}  
   Note:  
   The Reported date field is set automatically to when you create the case.
8. In the Breach analysis section, record whether the case involves a breach.  
   {#ac-create-ai-case__table_ac-create-ai-case-breach__entry__2}

   | Field | Description |
   |-|-|
   | Breach status | Whether the case involves a data or security breach. Defaults to To be determined. |
   | Reporting status | Whether the case has been reported to regulators. This field is set automatically based on the frameworks associated with the case. Defaults to To be determined. |
   [Table 5. Breach analysis fields]

   {#ac-create-ai-case__table_ac-create-ai-case-breach}
9. In the Root cause analysis section, document your findings and any remediation.  
   {#ac-create-ai-case__table_ac-create-ai-case-root-cause__entry__2}

   | Field | Description |
   |-|-|
   | Overall observations | Findings from your review of the case. |
   | Remediation taken | Whether remediation measures have been taken to address the case. Options are Yes and No. |
   | Overall preventive measures | Steps to prevent the issue from recurring. |
   [Table 6. Root cause analysis fields]

   {#ac-create-ai-case__table_ac-create-ai-case-root-cause}  
   Note:  
   The Primary cause and Primary consequence fields populate based on further analysis and aren't set when you create the case.
10. In the Activity section, add any supporting notes or comments.  
    {#ac-create-ai-case__table_ac-create-ai-case-activity__entry__2}

    | Field | Description |
    |-|-|
    | Work notes (Private) | Internal notes about the case that aren't visible to the customer. |
    | Additional comments (Customer visible) | Comments about the case that are visible to the customer. |
    [Table 7. Activity fields]

    {#ac-create-ai-case__table_ac-create-ai-case-activity}
11. Save the case.
{#ac-create-ai-case__steps_create}

## Result

The case is created and appears in the Cases sub-tab,
where you and the assigned case analyst can track the investigation through to
closure.

*[\>]: and then