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            Set Up Issue Management for IT Compliance

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            Set Up Issue Management for IT Compliance

            Enable Issue Management to track and remediate compliance gaps. Configure issue types, SLA policies, and action plan templates, and grant access to users who log, work on, and audit issues.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
            User Permissions Needed
            To enable Issue Management features

            View Setup

            AND

            Customize Application
            To assign required permission sets to users Assign Permission Sets
            1. From the gear icon, select Salesforce Go, and then search for Accelerate Trust with Unified Risk and Compliance on the Feature page.
            2. Find and select Issue Management.
            3. Turn on Issue Management.
            4. To grant access to the right users, click Manage next to Manage User Access and assign the permission set that matches each user's role.
              • Assign Compliance Admin to managers who oversee remediation across IT Compliance modules.
              • Assign IT Compliance Fulfiller to auditors who need read-only access to issues and associated files.
            5. To set up the categories of issues your organization tracks, click Go to Setup next to Configure Issue Types.
              By default, the Type picklist includes Policy, Regulations, Control, Audit, Process, and Incident. Add custom values, rename, or deactivate them to match how your organization classifies compliance issues. For example, you can add Risk as an issue type to track compliance issues arising due to risks.
            6. To set resolution timelines and configure the actions that are triggered when SLA milestones approach, succeed, or are violated, click Go to Setup next to Configure Issue SLA Policies.
              1. Follow the steps in Set Up Predefined SLA Policies and Milestones for IT Services.
              2. Select the Compliance Issue object as SLA Policy Type.
              3. Configure the SLA policy to create and add milestones, automate notifications and updates when a milestone is completed or violated, and to automatically apply correct SLA policies for Compliance Issue records.
            7. To see the time-dependent steps from the Compliance Issue, such as first response or resolution time, add the Milestone component to the Compliance Issue page layout.
              See Add the Milestones Component to the Incident Layout Page for exact steps and apply the steps to a Compliance Issue.
            8. To draft standard remediation steps that resolvers can apply to common issues, click Go to Setup next to Create Action Plan Templates.
              See Action Plans for IT Services for more information. Without an action plan template, issue managers won't be able to attach an action plan with a Compliance Issue.
            9. To alert issue owners and stakeholders when issues are assigned or updated, click Go to Setup next to Configure Issue Notifications in the Unlock Advanced Functionality section.
              1. Configure Notifications for Your IT Teams.
                Select Compliance Issue as the Reference object while configuring the notifications.
            10. To monitor issue status, ownership, and resolution timelines, click Go to Setup next to Create Issue Dashboards.
              1. Follow the steps in Create a Custom Report Type in the Enhanced Custom Report Type Builder.
                Select Compliance Issue as the primary object type for your custom report type.
             
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