Privacy Case overview page
Summarize
Summary of Privacy Case overview page
The Privacy Case overview page in the Privacy Case Management application provides a comprehensive view of all critical details related to a privacy case. It consolidates information such as case description, current state, schedules and milestones, tasks, tracking of issues, and attachments. This centralized overview helps ServiceNow customers manage privacy cases efficiently and maintain compliance with applicable rules and regulations.
Show less
Key Features
- Description Section: Allows users to enter detailed case information during creation, including purpose, actions, timeline, rules, and relevant evidence, providing clear context for case resolution.
- State Section: Displays configurable workflow states (e.g., New, Triage, Investigate, Resolve, Post case review, Close) that track the progress and status of each privacy case.
- Case Schedules and Milestones Section: Shows a timeline of key events and milestones such as case creation, discovery, occurrence, breach analysis, and closure. Users can filter events to view specific dates and milestones relevant to the case lifecycle.
- Case Tasks Overview Section: Summarizes the total number of case tasks, highlights overdue tasks and those due within seven days, and breaks down tasks by their state and type to prioritize work effectively.
- Tracking Section: Provides insight into the number of open, overdue, and upcoming issues, enabling proactive management of case-related problems.
- Attachments Section: Supports uploading and viewing of all files attached to the case, ensuring that all relevant documentation is easily accessible.
Key Outcomes
Using the Privacy Case overview page enables ServiceNow customers to:
- Gain a holistic understanding of each privacy case’s context, status, and key events.
- Monitor and manage case lifecycle milestones and tasks efficiently to meet service level agreements.
- Track issues closely to address overdue and upcoming concerns promptly.
- Maintain organized documentation with easy access to all case-related attachments.
- Customize workflow states to align with organizational processes and compliance requirements.
The Privacy case overview page shows details, such as description, state, schedule and milestones, case tasks, and issues related to the case in the Privacy Case Management application.
- Description
- State
- Case schedules and milestones
- Case tasks overview
- Tracking
- Attachments
Description section
The Description section includes the detailed information that you can fill in when you’re creating a privacy case. For example, you can add the purpose, action being taken, time line, applicable rules and regulations, and any relevant evidence or documents. By using this section, you can understand the context of the case and take the necessary steps to resolve it.
State section
The State section includes the workflow states of a privacy case. For example in this section, you see various stages of the privacy case, such as New, Triage, Investigate, Resolve, Post case review, and Close. These states determine the status of the case. A privacy case administrator can configure these states in the Privacy Case Management application. For more information, see Define the workflow states for a privacy case.
Case schedules and milestones section
- Case creation date
- Date when the case was created.
- Date of discovery
- Date when the case was discovered.
- Date of occurrence
- Date when the case occurred.
- Milestone
- Dates related to the investigation remediation milestones.
- Breach
- Dates related to the breach analysis.
- Today
- Current date on the time line.
- Case closure
- Date when the case was closed or met the case closure service level agreement (SLA).
- Case duration
- Date when the case was created to the last milestone date.
Case tasks overview section
- Tasks
- Total number of case tasks, any overdue case tasks, and case tasks that are due in seven days.
- Ongoing tasks by state
- Number of active case tasks by the states.
- Tasks by type
- Number of active case tasks by the case type.
Tracking section
- Number of open issues for a privacy case
- Number of overdue issues
- Number of issues due in the next seven days
Attachments section
The Attachment section enables you to upload a file as an attachment to a case. In this section you can find all the attachments that have been added.