--- sourceDocument: Australia Governance, Risk, and Compliance sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/governance-risk-compliance Release : - australia ft:locale : - en-US ft:publication_title : - Australia Governance, Risk, and Compliance ft:clusterId : - grc bundleId : - grc workflow : - Technology --- # AI cases and inquiries # AI cases and inquiries {#ariaid-title1} * Release version: Australia * * Updated March 12, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of AI cases and inquiries AI cases and inquiries provide a structured framework within ServiceNow's AI Risk and Compliance (AIRC) and AI Control Tower (AICT) for reporting, tracking, and managing AI-related risks, incidents, and governance questions. This functionality supports organizations in identifying potential AI issues, capturing governance signals, and ensuring AI systems comply with internal policies, regulatory requirements, and ethical standards throughout the AI lifecycle. Show full answer Show less Users can view and manage AI cases and inquiries directly from the AI Risk and Compliance dashboard, facilitating streamlined oversight and response. ## Key Features * **AI Cases vs. AI Inquiries:** AI cases are used to report concerns, risks, incidents, or compliance issues related to AI systems. AI inquiries allow users to request guidance or clarification on AI governance, usage, or next steps. Both follow structured review and management workflows. * **Submission and Intake:** Business users submit cases and inquiries via the Employee Center, providing details such as the AI system involved, observed behaviors, impacted areas, and attachments. Since version 22.0.3, anonymous submissions are supported to encourage wider participation while protecting reporter identity. Submissions are sanitized to prevent unsafe input. * **Case Management and Follow-up:** AI Risk and Compliance analysts review, investigate, and assess submitted cases and inquiries, while managers oversee case progress and coordinate governance efforts. Cases can generate governance tasks, identify impacted policies or regulations, and trigger remediation or escalation activities. * **Roles and Access Control:** Role-based access ensures separation of duties and least privilege. Business users report issues; analysts and managers conduct investigations and oversight; AI stewards and governance stakeholders contribute expertise and review without owning decisions. ## Practical Benefits for ServiceNow Customers * Enables structured handling of AI governance concerns ensuring compliance and ethical AI use. * Supports anonymous reporting to enhance transparency and broaden input while securing reporter anonymity. * Integrates with AI Risk and Compliance workspace for cohesive investigation, coordination, and resolution workflows. * Role-based controls maintain governance integrity and clear accountability during case management. * Helps organizations maintain regulatory alignment and manage AI risk proactively across the AI lifecycle. AI cases and inquiries provide a structured way to report, track, and manage AI-related concerns and questions as part of AI governance in AI Control Tower and AI Risk and Compliance. ## AI cases and inquiries overview The AI Case Management application is used as part of AI Risk and Compliance (AIRC). It provides the workflows used to review, investigate, and respond to AI‑related risks, incidents, and governance questions associated with AI systems, models, and datasets governed in AI Control Tower (AICT). AI cases and inquiries help identify potential issues, capture governance signals, and ensure that AI systems align with organizational policies, regulatory expectations, and ethical principles across the AI life cycle. You can view AI cases and inquiries from the AI Risk and Compliance dashboard. Figure 1. AI cases tab on the AI risk and compliance dashboard Figure 2. Inquiries tab on the AI risk and compliance dashboard ## AI cases and AI inquiries AI cases and AI inquiries represent two related intake types used to capture AI-related input from users and stakeholders. AI cases are typically used to report observed AI-related concerns, risks, incidents, or potential noncompliance. AI inquiries are used to ask questions or request guidance related to AI systems, acceptable usage, governance requirements, or next steps. Note: The distinction between cases and inquiries may vary by organization and configuration. Both follow a structured review and management process once submitted. ## Submission and intake AI Case Business Users \[sn_ai_case_mgmt.ai_case_business_user\] submit AI cases and inquiries through the Employee Center to report concerns or request guidance. Submissions include descriptive information that helps reviewers understand context, such as the AI system, model, or dataset involved, observed behavior or concern, impacted users or business areas, and any supporting details or attachments. For more information, see [Report an AI case from the Employee Center](https://servicenow-prod.fluidtopics.net/xBimXArK~ANYWnoxRdbHrg "Report an AI case by providing a detailed description, such as system behavior, affected users, and relevant data. Include supporting attachments for prompt resolution."). After upgrading to version 22.0.3 and installing the AI Case Management application, organizations can enable anonymous submission of AI cases through the Employee Center. Anonymous reporting supports broader participation in AI governance while protecting the identity of the reporter. Note: When the AI Case Management application is installed, the Anonymous Report Center record producers and plugin are installed and enabled by default. Before an anonymous report is saved, all free‑text fields in the forms (such as case type, summary, business unit, and jurisdiction) are sanitized to accomplish the following. * Remove HTML and embedded script or style content * Restrict input to standard alphanumeric characters and basic punctuation * Trim extra whitespaces {#airc-cases-inquiries__ul_vpn_q3d_l3c}Sanitization helps reduce the risk of unsafe or malformed input. For more information, see [Report an AI case anonymously](https://servicenow-prod.fluidtopics.net/ZTJ_T0ngL09wfDgPtPjRYA "Report an AI case without revealing your identity using the Anonymous Reporting Center. Your name and contact details are not shared with investigators. Save the report key and report number provided after submission to track updates or provide additional information later."), [Track report status or follow up on a report from the Anonymous Reporting Center](https://servicenow-prod.fluidtopics.net/zPNTOXrhbjN4Inlgt47b1g "Check the status of your case on the Anonymous Reporting Center and follow up on any required additional details."), and [Anonymous Reporting Center (ARC)](https://servicenow-prod.fluidtopics.net/z_PErPISRtew9S4pSywlew "Anonymous Reporting Center (ARC) enables employees to submit compliance, privacy, or AI-related concerns without revealing their identity"). ## Case management and follow-up After submission, AI cases and inquiries are managed in the AI Risk and Compliance Workspace. AI Risk and Compliance analysts \[sn_ai_case_mgmt.ai_case_analyst\] review case details, investigate reported issues, assess potential impact, and work assigned governance tasks. AI Risk and Compliance managers \[sn_grc_ai_gov.ai_risk_and_compliance_manager\] who inherit the AI case manager \[sn_ai_case_mgmt.ai_case_manager\] role oversee case status, prioritize work, and coordinate follow-up across governance teams. Cases can result in tasks, identification of impacted areas such as policies or regulations, and the creation of related issues to support remediation, escalation, or ongoing governance activities across the AI life cycle. ## Roles and access Access to create and manage AI cases and inquiries is controlled through roles that support separation of duties and least-privilege access. Business users focus on reporting concerns and requesting guidance. Analysts and managers focus on investigation, assessment, coordination, and oversight. AI stewards \[sn_ai_governance_ai_steward\] and other governance stakeholders, such as security, legal, privacy, or data governance teams, contribute expertise and perform review or remediation tasks as needed. Governance stakeholders participate in case review and investigation activities without owning business outcomes or life cycle approval decisions. For more information, see [Roles installed with AI Risk and Compliance](https://servicenow-prod.fluidtopics.net/N~TRseDRy4NDiLKrO5Zn9g "The AI Risk and Compliance installs the essential roles to perform respective day-to-day operational tasks for managing AI assets across the enterprise."). **Related concepts** * [AI cases tab](https://servicenow-prod.fluidtopics.net/_3bxIoDwytn0cVIzjCRnwg "Track, monitor, and analyze your AI case workflows, identify your workflow bottlenecks, and monitor your accountability of your AI-related risks by using the AI risk and compliance dashboard. As an AI steward, you can also use the dashboard to track the status and trends of your AI-related inquiries.") * [AI Risk and Compliance workspace](https://servicenow-prod.fluidtopics.net/GWra97fbuMSeap4RZObPLQ "The AI Risk and Compliance workspace is the central hub for AI risk and compliance managers to monitor risk posture, track assessments, manage controls and issues, and oversee AI cases across the enterprise.") **Related tasks** * [Create an AI case in the AI Risk and Compliance workspace](https://servicenow-prod.fluidtopics.net/hd95bZ20n8l5hP5_3GeFow "Create an AI case in the AI Risk and Compliance workspace by providing a detailed description, such as system behavior, affected users, and any relevant data. Ensure all necessary information, such as supporting attachments, is included for prompt resolution.") * [Raise an AI inquiry](https://servicenow-prod.fluidtopics.net/clVzz5MI~_hOrSXb4xb15g "Submit your questions about AI systems, models, or datasets and their business applications.")