Report self-identified issues via the Service Portal

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read

    • Your employees and business users within your company can self-identify an issue and submit it via the ServiceNow® Service Portal. Following submission, a triage issue is automatically created.

    Before you begin

    You must download the GRC: Advanced Core application before you can use the Issue Triage featuring within Policy and Compliance Management. For more information, see Download a GRC application from the ServiceNow Store for the first time.

    Role required: sn_compliance.user, sn_grc.business_user, sn_grc.business_user_lite

    About this task

    There are multiple methods you can use to report an issue using the Service Portal. For example, you can click the Request Something button on the Service Portal home page, select the Governance, Risk, and Compliance category, and then click Report Issue. An alternate, and perhaps simpler, method is described here.

    Procedure

    1. Open the Service Portal.
      1. In your instance URL, type sp after your instance name.
      2. Press the Return key.
      Figure 1. Service Portal home page
      Service Portal
    2. In the screen header, navigate to GRC > My Issues to view issues already assigned to you.
      Figure 2. My issues
      My issues
    3. Click Report an Issue.
      Figure 3. Report an issue
      Report an issue
    4. Answer the questions presented.
      Additional questions may appear depending on the answers you provide. For example, if your response to the What type of issue is this? field is Incident or loss event, additional questions relating to the incident or loss event are presented to you. Or if you select Non-compliance to a policy at that field, you are asked for the affected policy and what you consider to be the root cause of the issue.
    5. When you have completed all of the questions, click Submit.

      The request is submitted, and an issue triage record is created. This kicks off the issue triage process.

      Note:
      You can control the options displayed in the Service Portal GRC option menu by returning to your instance and navigating to Policy and Compliance > Issue Triage > Administration > Properties, and setting the sn_grc_advanced.enable_my_issues_hide_my_reported_issues property.

      If it is set to Yes, the GRC > My Issues menu option is available, and the My Reported Issues option is hidden. You can use the My Issues menu option to create risk or compliance issues that must be triaged before being released as actual issues.

      If the property is set to No, the GRC > My Reported Issues menu option is available, and the My Issues option is hidden. You can use the My Reported Issues menu option to create actual risk or compliance issues directly from the Service Portal.