---
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 issue

# Create an issue {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read  
Track a problem identified with an AI asset, such as a performance or compliance
gap, and document the action plan for resolving it.

## Before you begin

Role required: sn_ai_governance.ai_steward or sn_ai_asset_mgmt.ai_asset_owner

## About this task

An issue tracks a problem identified with an AI asset that needs a resolution or an action plan, such as a gap surfaced during a governance review. For more information about governance records associated with AI systems, see [Governance record types](https://www.servicenow.com/docs/P~Xfa6go0UymL53BPe9~nA "Record types under the Governance section of an AI asset's Risk & Compliance tab in AI Control Tower, used to support governance review.").

## Procedure

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

   | Field | Description |
   |-|-|
   | Name | Name of the issue. |
   | Issue type | Type of issue. |
   | Classification | Classification of the issue. |
   | Location | Location associated with the issue. |
   | State | Current state of the issue. Defaults to New. |
   | Substate | More specific status within the current state. |
   | Priority | Priority of the issue. |
   | Issue rating | Severity rating assigned to the issue. |
   | Description | Description of the issue. |
   [Table 1. Issue fields]

   {#ac-create-issue__table_ac-create-issue-details}
5. In the Assignment section, specify who should work the issue.  
   {#ac-create-issue__table_ac-create-issue-assignment__entry__2}

   | Field | Description |
   |-|-|
   | Assignment group | Group responsible for working the issue. |
   | Assigned to | User assigned to work the issue. |
   | Issue manager group | Group responsible for managing the issue. |
   | Issue manager | User responsible for managing the issue. |
   | Watch list | Users who want to stay informed about the issue. |
   [Table 2. Assignment fields]

   {#ac-create-issue__table_ac-create-issue-assignment}
6. In the Schedule section, set the dates and duration for resolving the issue.  
   {#ac-create-issue__table_ac-create-issue-schedule__entry__2}

   | Field | Description |
   |-|-|
   | Due date | Date and time the issue must be resolved by. |
   | Confirmed date | Confirmation date for the issue. This field is auto-filled. |
   | Planned start date | Planned date and time to start work on the issue. Defaults to the current date and time. |
   | Planned end date | Planned date and time to finish work on the issue. Defaults to the current date and time. |
   | Duration (duration) | Planned length of time to resolve the issue, in days, hours, minutes, and seconds. |
   | Created | Date on which the issue is created. This field is automatically set to the current date and time. |
   | Closed | Date on which the issue is closed. |
   | Actual start date | Actual date and time work on the issue started. |
   | Actual end date | Actual date and time work on the issue ended. |
   | Actual duration | Actual length of time spent resolving the issue, in days, hours, minutes, and seconds. |
   [Table 3. Schedule fields]

   {#ac-create-issue__table_ac-create-issue-schedule}
7. If the issue is part of a group of related issues, associate it with its parent in the Issue grouping section.  
   {#ac-create-issue__table_ac-create-issue-grouping__entry__2}

   | Field | Description |
   |-|-|
   | Parent issue | Parent issue that this issue belongs to, if the issue is part of a group. |
   [Table 4. Issue grouping fields]

   {#ac-create-issue__table_ac-create-issue-grouping}  
   Note:  
   When advanced issue grouping is enabled, the form also shows a Group level field that indicates whether the issue is a parent, child, or standalone issue, and a Management method field that indicates whether the issue is managed from the parent or from child issues individually.
8. In the Action plan section, describe how the issue will be resolved.  
   {#ac-create-issue__table_ac-create-issue-action-plan__entry__2}

   | Field | Description |
   |-|-|
   | Recommendation | Recommended action to resolve the issue. |
   | Action plan | Plan for resolving the issue. |
   [Table 5. Action plan fields]

   {#ac-create-issue__table_ac-create-issue-action-plan}
9. In the Confidentiality section, restrict visibility of the issue if needed.  
   {#ac-create-issue__table_ac-create-issue-confidentiality__entry__2}

   | Field | Description |
   |-|-|
   | Confidential | Options that restricts visibility of the issue to confidential users and members of confidential user groups. |
   | Allowed users | Users who can access the issue if it's marked confidential. |
   | Allowed groups | Groups who can access the issue if it's marked confidential. |
   [Table 6. Confidentiality fields]

   {#ac-create-issue__table_ac-create-issue-confidentiality}
10. In the Activity section, add any supporting notes or comments.  
    {#ac-create-issue__table_ac-create-issue-activity__entry__2}

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

    {#ac-create-issue__table_ac-create-issue-activity}
11. In the Settings section, specify the functional domain that the issue belongs to.  
    {#ac-create-issue__table_ac-create-issue-settings__entry__2}

    | Field | Description |
    |-|-|
    | Functional domain | Functional domain that the issue belongs to, such as AI Risk and Compliance or IT risk and compliance. |
    [Table 8. Settings fields]

    {#ac-create-issue__table_ac-create-issue-settings}
12. Save the issue.
{#ac-create-issue__steps_create}

## Result

The issue is created and appears in the Issues sub-tab,
where the assigned user or group can work it through to resolution.

*[\>]: and then