[Music] foreign [Music] [Music] it's Justin thank you for watching and welcome to my house in this video I'm back in governance risk and compliance or integrated risk management and in this video we're going to talk about issue management I had a question on the channel from Monica Monica is one of the YouTube viewers and she was asking about what if she has an issue that's very similar to another issue how do you handle that situation and I didn't know the answer so I went and did some research here I am in the compliance workspace and I've got all this great stuff about issues I've even put out another video I'll link to it up above about how issues can now be related to more than one entity or more than one record type in servicenow's integrated risk management so in a risk you could be related to uh several different entities it could be related to an audit uh control a um a risk all these different things and that I made a video that was pretty cool but it didn't really account for the situation that Monica brought up where you've got two issues that are pretty much for the same thing and when you fix one it's going to fix the other and the the the functionality the capability wasn't really intuitive inside this workspace so you're looking at the overview dashboard of issue management if I hop into and look at any of the issues in here this is all the let's see new issues there's not much I can do I can get in and I can open an issue to view it and once I'm in there I can edit some details about the issue and essentially what I'm going to show you in this video is how to group issues together or create a parent-child relationship between them so that you can close them quickly in Mass all at once right so if you go to the details tab in the workspace there's actually a section called issue grouping which you can see right here in the menu but you can also just scroll down or click here and it'll hop you down there real quickly and we have issue grouping now this wasn't showing like this earlier so I'm not sure what I did to pull up the wrong issue let's go back to this list View and let's open up one of these control attestation failures and see if I have better luck with that one um yes okay so my fields are enabled there so I've got a parent issue and an issue group rule we'll leave this for another video because I don't know how that works I can assume how that works but I really don't know how it works but notice I can grab a parent issue and Associate it with the issue that I'm looking at so the caveat with this is it's only going to show issues that are part of a current group okay so it's filtering automatically to say here's all the issues there's 42 of them that are part of a group that are eligible to be a parent well that's not what I want I want two separate issues that aren't part of a group that I need to group together and unfortunately well fortunately you're watching this video unfortunately you can't do it in this workspace that I've been able to find what you need to do is hop out to the Legacy UI and navigate to issues so I've actually already typed in issue in my search box on the all menu there and what I'm looking for is this under risk under issue issues I have all issues now if I go back up and just scroll here you can see I have issues related to audit operational resilience policy and compliance so I could have gone to policy and compliance and done all issues so whichever app you're coming from they're all the same issues at the end of the day it's just depending on what app you're using you might want to go there differently now we were just looking at those ones I'm going to actually um I can't search in this because let's actually change the name can I search for text there we go I saw HR applications so let's just search for HR and I should get a bunch of ones with the name HR in the middle when that pulls up here in a second there we go so I've got the HR on boarding HR case management HR database so let's just take these top two right HR and boarding has an assessment failure one's new one's analyzed they're both assigned a Val kind of like Monica's situation right so you had two issues that were assigned to her when you're in this interface you can check the boxes on the rows for those and then look up here in the upper right hand corner I'm going to go to I think I just highlighted something that I mean to I'm going to go to actions on selected rows and that's where this little feature comes in that I didn't know about for grouping and I get a little dialogue to create a new group now I can add it to an existing group or I can create a new group and give it a name we're just going to call this demo for YouTube like I do everything else that I demo for YouTube and it's going to grab all the associated stuff I can give it a description it's going to assign it to Val click OK and essentially what it does is it creates another issue so now we have three issues but this issue that it's going to create is a parent issue two of the two issues that I just selected so now that I have my parent issue right there if I scroll down I should see under issues it's probably still working in the background in fact we've got a little um banner up here saying grouping issues is in progress that's going to take some time so I'm going to scroll down here there's still nothing here I'm just going to refresh this list and now there's my two issues that I checked the box for so now I have three issues one parent two children and what's nice is if I close this parent issue closing the parents issue of the group and any other information I put in is going to pass down to those children so I'm going to go ahead and hit save I'm probably going to be prompted for maybe some required fields that it didn't fill out let's see um let's see waiting we'll just wait for that to reload there we go so oh I didn't change the state um I just put the description and hit save so that's actually performing as good everything's still open or analyzed down here in the bottom so now let's change the state to close complete and now we've got our required fields that just lit up so it needs an issue manager we'll select able tutor that could be your name as the issue manager and we need a response so I'm going to put in here uh we remediated this and we corrected the issue with the uh what were these down here these were onboarding assessment failures corrected the history with the assessments um being assigned to the correct person I don't know I'm making something up right you'd have a legit reason that you'd want audible here um and documented to the correct person period and now I'm going to close that and what I want you to pay attention to is the state of these two children incidents I'm closing the parent and it's going to go ahead and update the child incidents and closing so my parent incident up here I'm sorry parent issue I'd set into the parrot issue is closed complete if I scroll down to the bottom notice my child issues are closed complete so that was some time saved for me would be for Monica as well and then this I have the information about the resolution so notice it says responses remediate and explanation so everything's good there so I passed down the documentation that I needed for that so that's this video I hope it was helpful essentially you can get some Automation and some productivity increase improvements around handling issues and servicenow unfortunately at this point you can't do it in the workspace leave me a comment down below is that something you'd be interested in being able to do that in the workspace because I might be able to put together something that would let you do it but if it's not a big deal when people aren't looking for it I won't bother I've got enough to do but I wanted to get Monica an answer to her question so I hope she found this video helpful I hope you found the video helpful if you did please like Please Subscribe or share with somebody else who you think might be interested in managing issues in integrative risk management or governance and compliance governance risk and compliance in service now and until next time don't forget to always be learning thank you [Music]