Identify potentially exposed users

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 6 min. de leitura

    • When a user has self-reported their condition, use Emergency Exposure Management to identify other users who might have come in contact with the affected user. You can analyze multiple data sources such as location, meetings, and workspace reservations of the affected user to identify other users who were potentially exposed.

    Antes de Iniciar

    To query by meeting, Microsoft Office 365 is required. Register and configure Microsoft applications to work with Emergency Exposure Management. For details, see Set up Emergency Exposure Management.

    To query by workspace reservations, the Workplace Core application is required. For details, see Install Workplace Safety Management.

    To query by badge reader data, employee daily contact log, and visitor data, the Contact Tracing application is required. For details, see Install Contact Tracing.

    To query by field service tasks, the Field Service Management plugin (com.snc.work_management) is required. For details, see Activate Field Service Management.

    Importante:

    If you are an on-premise customer with Microsoft Office 365 and you need assistance in configuring Emergency Exposure Management, contact your sales representative or contact Customer Service and Support at https://support.servicenow.com/now?draw=case.

    Role required: sn_imt_diagnosis.diagnostics_admin or admin

    Por Que e Quando Desempenhar Esta Tarefa

    Nota:
    You cannot create or run a diagnostic request for affected users who have not consented to use their data for contact tracing. For more information, see User privacy consent for Contact Tracing.

    Procedimento

    1. Navigate to All > Emergency Exposure Management > Create New.
      The Report Generation Status field is set to Not Initiated and the Active check box is selected.
    2. From the Affected user field, select the user's name.
    3. Query by the user's location or by Microsoft Office 365 meetings.
      To query by:Do this:
      Location Select the Use location check box.

      The user's email address, location, and mobile phone number appear, if available.
      Microsoft Office 365 meetings
      1. Select the Use Outlook meetings check box.

        The Start Date and End Date fields appear.

      2. In the Start Date field, provide the estimated date of infection.

        CDC guidelines state that symptoms of COVID-19 appear 2–14 days after exposure. Select a date that is 14 days prior to the date of reported symptoms.

      3. In the End Date field, provide the date of reported symptoms, at least one day prior to today.
      You can use both location and Microsoft Office 365 for better coverage of impacted users.
    4. Query by the following data sources.
      To query by:Do this:
      Location Select the Use location check box.

      The user's email address, location, and mobile phone number appear, if available.
      Microsoft Office 365 meetings

      Select the Use Outlook meetings check box.

      The Start Date and End Date fields appear.
      Employee workplace reservations

      Select the Use workplace reservations check box.

      Nota:
      This check box is available only if you have the ServiceNow® Workplace Core application installed.

      The Start Date and End Date fields appear.
      Employee badge swipe activities

      Select the Use badge reader check box.

      Nota:
      This option is available only if you have the ServiceNow® Contact Tracing application installed.

      The Start Date and End Date fields appear.
      Employee daily contact logs

      Select the Use employee daily log check box.

      Nota:
      This option is available only if you have the ServiceNow® Contact Tracing application installed.

      The Start Date and End Date fields appear.
      Locations and interactions of the field agents

      Select the Use field service tasks check box.

      Nota:
      This option is available only if you have the ServiceNow® Field Service Management plugin (com.snc.work_management) activated.

      The Start Date and End Date fields appear.
      Nota:
      When providing the start and end dates:
      • In the Start Date field, provide the estimated date of infection. Because the infection window that you're concerned about might vary, pick an end date at least 14 days prior to the date of reported symptoms.
      • In the End Date field, provide the date of reported symptoms, at least one day prior to today.

      You can use the location, Outlook meetings, and workplace reservations together for better coverage of impacted users.

      You can use multiple sources together for better coverage of impacted users.

    5. Click Save.
      Four related lists appear that are filled in after you run a diagnostics report. Five related lists appear that are filled in after you run a diagnostics report. Related lists appear that are filled in after you run a diagnostics report.
    6. Click Run Diagnostics.
      The related lists display potential impacted users. A scheduled job fetches impacted user data from the selected sources. Refresh a list to see the impacted users immediately.
      Nota:
      Users who have not consented to use their data are filtered out from the impacted users list. However, you can add them to the impacted users list manually.
      • All Impacted users – All users who might have been exposed. This list is a combination of all the records in the other related lists.
      • Impacted through collaborations – Users added from the Microsoft Office 365 meeting analysis. Impacted users are determined from the affected user’s accepted meetings during the specified date range.
      • Impacted through location – Users by the specified location type, such as floor, building, and so on.
      • Impacted through workplace - Users added from the workspace reservations analysis. Impacted users are determined by the space reservations scheduled for the same dates as the affected user.
      • Impacted users added manually – This list is empty unless a user with the sn_imt_diagnosis.diagnostics_admin role manually adds additional impacted users.
      • Impacted through badge access - Users added from the badge swipe analysis. Impacted users are determined by their badge swipes on the same badge reader devices on the same dates as the affected user.
      • Impacted users from daily logs - Users added from the daily log analysis. Impacted users are determined from the list of users submitted by the affected user who interacted with the user between the specified dates.
      • Impacted customers - Customers added from the field service work order analysis. Impacted customers are determined by the work orders handled by an affected field agent between the specified dates.
      • Impacted field agents - Field agents added from the field service work order analysis. Impacted field agents are determined by whether they interacted with an affected agent or visited the same customer as the affected agent between the specified dates.
      Related lists of potentially impacted users.
    7. Opcional: Add possibly affected users, for example, people who visited a location with an affected person.
      1. In the Impacted users added manually list, click New.
      2. Select the potentially affected user.
      3. Opcional: Add comments about why the user is being added.
        Entering comments helps identify other users who might be impacted by this user if this user starts to show symptoms.
      4. Click Submit.
      The user appears in the Impacted users added manually related list.

    If the diagnostics fail to run, check the status of all jobs that have been launched by clicking the Show related jobs link. You can view the details, including the log message, to determine the reason.

    Nota:
    Failed jobs are automatically retried three times, the default setting in the Emergency Exposure Management properties. To retry the job after you fix the issue, click Reprocess.

    O que Fazer Depois

    Click Download report to download a spreadsheet listing all affected users. The report includes the email address and location of each user, and whether they were identified by location, workplace reservation, or collaboration. For manually added users, the comment is included.

    Click Download report to download a spreadsheet listing all affected users. The report includes the email address and location of each user, and whether they were identified by location, workplace reservation, collaboration, badge reader data, or field service work orders. For manually added users, the comment is included.

    If you have the Contact Tracing application installed, the case manager can create a case for the affected user and add impacted users from the related list to the case to follow up on their health status. For more information, see Create a case for an affected employee.

    If you have the Field Service Management plugin (com.snc.work_management) activated, the manager of the affected field agents can take further actions such as blocking their future work order assignments. For more information, see Emergency Exposure Management for field service agents .