Working on a case through contact tracing visualization

Australia Employee Service Management

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australia

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en-US

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Australia Employee Service Management

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emplsm

bundleId

emplsm

workflow

Employee

Working on a case through contact tracing visualization

Release version: Australia

Updated March 12, 2026

4 minutes to read

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Summary of Working on a case through contact tracing visualization

The contact tracing visualization feature in ServiceNow provides a graphical representation of an affected user and their potentially exposed contacts. This tool enables case managers to efficiently manage contact tracing by viewing the status of contacts, drilling down into potential exposures, and taking necessary actions.

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Key Features

Visualization of Contacts: Each card represents a potentially exposed contact, showing their health status, how many are exposed or infected, and their status in other active cases.
Actionable Options: Depending on the contact's status (Under investigation, Infected, Cleared), users can view details, create follow-up tasks, or change health statuses directly from the visualization.
Vaccination Status: Organizations with the Vaccination Status application can view and filter contact tracing visualizations based on vaccination status, helping to assess exposure risk effectively.

Key Outcomes

By utilizing the contact tracing visualization, case managers can streamline the process of managing exposed contacts, ensure timely follow-ups, and enhance the overall efficiency of case management. This feature allows for better tracking of health statuses and vaccination information, leading to more informed decision-making during contact tracing efforts.

The contact tracing visualization in a case is a graphical representation of the affected user and potentially exposed contacts.

About Contact Tracing Visualization

The contact tracing visualization available on the case form provides multiple options based on the status of the potentially exposed contacts. While working on a case, the case manager can use this visualization to view all potentially exposed contacts added to the case, their status, drill down to the next two levels of potential exposures , and take action as needed.

Contact tracing visualization area of the Case form. — Figure 1. Contact tracing visualization

Each card represents a potentially exposed contact who might have been potentially impacted by the affected user. You can view how many potentially exposed and infected contacts users have for their current case (where they are the reported person) and the totals for other active cases they are in.

Note:

The totals for other active cases do not include numbers from a user's current case.

For example, consider a sample employee's case, Employee A. The employee has five potentially exposed contacts and one of them is infected. One of Employee A's potentially exposed contacts, Employee B, has three potentially exposed contacts from the current case. None of Employee B's contacts are infected. Employee B is also a potentially exposed contact in two other cases. Employee B's card provides the total number of potentially exposed contacts in those cases and how many are infected.

To review details about a potentially exposed contact's current case, click Show Details. To navigate to cases in which the contact is a potentially exposed contact, click other active cases.

Tip:

Use the Filter option to view a filtered list of cards, such as by status or the source of exposure.

Visualization options

Select a card to view various options on the card based on the status of the exposed contact.

You can change the health status or create case tasks for multiple potentially exposed contacts in one step. Select all cards by clicking Select All, or select a few cards by pointing to a card and selecting the check box. Updating the health status of an exposed contact updates their health status and outcome in all open case tasks in which they are included as an exposed contact.

Table 1. Exposed contacts and available options
Status of the exposed contact	Options available on the card
Under investigation The user is being contacted about the health status.	View basic details of the user such as email ID and location. View how many potentially exposed and infected contacts users have for their current case and any other active cases the user is in. Navigate to a user's other active cases. Create a task for follow-up. Create a case. View potentially exposed contacts who might have been in contact with the selected user.
Infected The user has been classified as positive for a condition, such as COVID-19.	View basic details of the user such as email ID and location. View how many potentially exposed and infected contacts users have for their current case and any other active cases the user is in. Navigate to a user's other active cases. Create a task for follow-up. Create a case if no case has been created yet. View the case if a case has been already created. View potentially exposed contacts who might have been in contact with the selected user. Change the status.
Cleared The user has been reported safe.	View basic details of the user such as email ID and location. View how many potentially exposed and infected contacts users have for their current case and any other active cases the user is in. Navigate to a user's other active cases. Create a task for follow-up. Create a case if no case has been created yet. Change the status.

Vaccination statuses in contact tracing visualization

Organizations with Contact Tracing and the Vaccination Status application can view vaccination statuses on the Exposed Contacts list and contact tracing visualization. The Vaccinated label on a card indicates that the user is vaccinated.

For more information, see Configure contact tracing visualization to show vaccination status.

Contact tracing visualization area with examples of vaccinated contacts. — Figure 2. Potentially exposed contacts with Vaccinated status

Table 2. Contact Tracing visualization Vaccination status features
Feature	Description
Vaccinated status	Case managers with the Vaccination Status sn_imt_vaccine.vaccine_profile_reader role can see the following: The Vaccinated status that displays for vaccinated contacts. The Vaccinated column appears in the Exposed Contacts list with values of True or False.
Vaccination filter	Case managers with the sn_imt_vaccine.vaccine_profile_reader role can filter exposed contacts based on their vaccination status. In the contact tracing visualization, click Filter. Select the Vaccinated check box to hide contacts who are not vaccinated. Clear the check box to remove the filter and show all contacts. Note: The Vaccinated filter is visible to case managers without the sn_imt_vaccine.vaccine_profile_reader role but it does not reveal any vaccination data. Selecting the check box (without the role) hides all contacts as if none of them were vaccinated because the user does not have the necessary permissions to see vaccination statuses.