---
schema_version: "1"
id: ec4623a4ca436c5474250a176963cd1257142eb188b4eaf8caddef3da7692a0e
title: Set Up Issue Management for IT Compliance
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_cmpl_setup_issue_mgmt.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_setup_issue_mgmt.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: e83d01e0d508c1234b855733f642d17d49d375fe7f295c5f23559615a3ee331b
description: 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.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# 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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
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        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d70730e74">User Permissions Needed</th>
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        <tbody>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d70730e74 ">To enable Issue Management features </td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d70730e74 ">
              <p>View Setup</p>
              <p>AND</p>
              <p style="margin-bottom:0;">Customize Application</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d70730e74 ">To assign required permission sets to users</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d70730e74 ">Assign Permission Sets</td>

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      </table>

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](https://help.salesforce.com/s/articleView?id=service.it_srvcs_predefined_sla_policies_setup.htm&release=264.0.0&type=5 "Quickly enable SLA policies and milestones for IT services from a single page. Reduce implementation steps and deliver consistent service levels for your incident, problem, and change requests without extensive configuration.").
    2. Select the **Compliance Issue** object as SLA Policy Type.
    3. [Configure the SLA policy](https://help.salesforce.com/s/articleView?id=service.it_srvcs_manual_sla_setup.htm&release=264.0.0&type=5 "Configure highly customized business requirements by creating your own SLA (service level agreement) policies instead of using predefined SLA policies. Review the high-level steps to configure SLA policies and milestones for incidents, problems, change requests, and other objects in IT Services.") 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](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_add_milestones.htm&type=5&language=en_US) 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](https://help.salesforce.com/s/articleView?id=service.it_srvcs_action_plans.htm&release=264.0.0&type=5 "Design action plan templates to capture and automate repeatable tasks for business processes, such as major incident response or change implementation. Enhance collaboration and productivity by automatically assigning tasks, owners, and deadlines, ensuring consistent execution and efficient service delivery.") 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](https://help.salesforce.com/s/articleView?id=service.it_srvcs_notif_config.htm&release=264.0.0&type=5 "Configure notifications to deliver real-time updates to your teams and employees through Email, In-app, Slack, or Microsoft Teams when specific events occur. Use a simple guided setup to design notifications for different groups of people and types of objects with additional business logic.").
        
        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](https://help.salesforce.com/s/articleView?id=xcloud.reports_enhanced_defining_report_types.htm&type=5&language=en_US).
        
        Select **Compliance Issue** as the primary object type for your custom report type.