Creating Issues in ServiceAI

Issues can enter your queue four ways: you submit one manually, you ask Orion to generate recommendations, you share a record from a detail page as a task, or Orion and the triage pipeline create one for you. This article covers each path. For an overview of what issues are, see All About ServiceAI's Issues Tab.

Submit an issue manually

1. Open Issues in the left navigation and click Submit issue. (The button is available to users with Editor access or higher on the Issues module.)
2. Choose a Type. The form offers two types:
   • Recommendation — an advisory suggestion. Pick a Category: Process Change, Agent Training, Documentation, Product Change, or Other.
   • Agent feedback — a raw feedback note. As the form notes: "Agent feedback is submitted as Pending — Orion analyzes it into a concrete rule or article fix before review."
3. Enter a Title and Details, choose who to Assign to, and set a Priority (High, Normal, or Low).
4. Click Submit. A recommendation is created immediately; agent feedback enters the queue as Pending for Orion to analyze.

The other issue types — Rule add, Article draft, and Exclusion — cannot be created from this form. They carry structured payloads that Orion produces (see "Issues created by Orion and triage" below).

Generate AI recommendations

On the Issues page, click Generate AI Recommendation (the sparkles icon). Orion reviews your data and creates new advisory Recommendation issues. You'll see a confirmation of how many recommendations were generated, or a note that no new recommendations were found.

Share a record as a task (Send To)

From a Ticket, Agent, Company, User, or Article detail page, you can send that record to a teammate as a task:

1. Click the share (export) icon on the detail page. The Send To dialog opens with two tabs: Issue and Email.
2. On the Issue tab, review the Title (it defaults to "Review [record type]: [record name]"), optionally add Details, set a Priority, and choose who to Assign to.
3. Click Share.

This creates a Task-type issue with status New. When shared from a ticket, the issue keeps a link back to the source ticket, shown in the Source card on the issue's detail page. The assignee sees the issue in their inbox (see Using the Inbox and @Mentions in ServiceAI).

Issues created by Orion and triage

Rule add, Article draft, and Exclusion issues are proposed corrections produced by Orion and the triage pipeline. They arrive in the queue automatically with their proposed change attached, ready for review, approval, and apply. For how triage rules and exclusions work once applied, see All About ServiceAI's Triage Feature and Understanding Exclusions in ServiceAI.

Default assignee

In Settings, the Issues section has a Default assignee picker: "New issues left unassigned by the submitter go to this person. Leave blank for no default." This default applies to both the Submit Issue form and the Send To dialog.

Next steps

Once an issue exists, the review workflow takes over — see Working Issues in ServiceAI: Review, Approve, Apply, and Reject.