Working Issues in ServiceAI: Review, Approve, Apply, and Reject

Every review action on an issue happens on its detail page. This article walks through the workflow from opening an issue to applying or rejecting it. For an overview of issue types and statuses, see All About ServiceAI's Issues Tab.

Opening an issue

Click any row in the Issues grid to open the issue's detail page. The page shows the issue title, its type, an ISS- reference number, who submitted it and when, and a pipeline strip tracking the issue through Submitted → Proposed → Approved → Applied. Use Back to Queue to return to the list.

The decision box

The panel on the right side of the detail page always shows the issue's next forward action, based on its current state:

Analyze / propose fix — shown when the issue is Pending (for example, raw agent feedback) or a new recommendation. Orion analyzes the item and proposes a concrete fix, moving it to Proposed.
Approve — shown when the issue is Proposed. Approving requires Admin access on the module the issue targets. The issue becomes Approved ("ready to apply").
Apply — shown when the issue is Approved. Applying runs the change (for example, adding the triage rule or publishing the article draft) and marks the issue Applied.
Reopen for review — shown when the issue is Rejected. Moves it back to Proposed.

Rejecting an issue

To dismiss an issue, use Reject with comment (available to Admin reviewers). The comment text is the required rejection reason and is recorded in the issue's conversation. There is no separate "dismiss" or "close" action — Reject is how you decline an issue, and Apply is how you complete one.

Type-specific review panels

Rule add — the proposed rule appears in a "Proposed rule" panel with an Applies to scope: Whole tenant, A company, or A user. You must choose the scope before approving: "Choose the company or user this rule applies to before approving." The proposed rule text can be edited inline before approval.
Article draft — the proposed article appears in a "Proposed article" panel with an Open in article editor button. A toggle lets a reviewer switch the proposal between a rule and an article ("Switch to rule" / "Switch to article").
Exclusion — the proposed exclusion appears in a "Proposed exclusion" panel.
Agent feedback — the raw feedback note is shown; use Analyze / propose fix to have Orion turn it into a concrete proposal.

Editing, assigning, and details

Edit — recommendations have an Edit button that opens the Edit Issue form, where you can also change the Status and set an Implementation Date.
Assigned to — users with Editor access or higher on the Issues module can change the assignee inline in the Details side panel. The new assignee receives an in-app notification.
The Details panel also shows the issue's ID, type, status, target module, submitter, review information, and priority.

Comments and the conversation timeline

The issue's conversation interleaves comments with lifecycle events (for example, "approved this", "applied the change", "rejected this"). To comment, type in the composer — its placeholder reads "Leave a comment… (@ to mention someone)" — and click Comment. Typing @ opens a teammate picker; mentioned teammates are notified and the mention lands in their inbox. See Using the Inbox and @Mentions in ServiceAI.

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