Compliance Case Management landing page

Release version: Xanadu

Updated August 1, 2024

4 minutes to read

Summarize

Summarized using AI

Summary of Compliance Case Management landing page

The GRC: Compliance Case Management landing page provides ServiceNow users with a centralized view and management tools for compliance cases, requests, and related tasks. Accessible via the launcher icon, it serves compliance case managers and analysts (roles required:sn-compliance-case-managerorsn-compliance-case-analyst) to monitor, create, and act on compliance case information efficiently.

Show full answer Show less

Cases Section

This section offers multiple cards displaying key compliance case data:

Needs Attention: Highlights overdue cases, cases due within 7 days, and unassigned cases, all with drill-down links for detailed lists.
Case Overview: Graphically presents active cases by workflow state, breach status, and priority, enabling quick assessment of case distribution and severity.
Trends: Shows case reporting trends by business unit, geography, subtype, and primary causes, plus open vs. closed cases over 365 days and issue tracking (open, overdue, due soon).

Each card supports drill-down navigation to detailed contextual information for deeper analysis.

Requests Section

This section provides insights into compliance requests through cards similar to the Cases section:

Needs Attention: Displays active and unassigned requests requiring immediate action, with drill-down capability.
Request Overview: Visualizes active requests by workflow state, priority, and business unit.
Trends: Tracks the status of requests (open, approved, rejected, canceled) over the past 12 months and categorizes by sub-types.

All cards allow drill-down to detailed views, facilitating targeted management of compliance requests.

My Tasks Section

This section consolidates tasks assigned to the user, split between cases and requests:

Cases: Access open cases, overdue cases, assigned case tasks, and case tasks pending the user’s review.
Requests: View open requests and those awaiting the user’s approval.

This structure helps users prioritize their workload and manage their responsibilities efficiently.

Practical Benefits for ServiceNow Customers

Provides a comprehensive, at-a-glance dashboard for managing compliance cases and requests.
Facilitates timely response to urgent cases and requests through “Needs Attention” highlights.
Enables data-driven decision making with trend analysis and case/request overviews.
Streamlines task management by consolidating assignments and approvals in one place.
Improves operational efficiency with interactive drill-downs to detailed records.

See an overview of all your compliance case-related information on your GRC: Compliance Case Management landing page. You can also create the cases, requests, and issues from this GRC: Compliance Case Management landing page.

Roles required: sn-compliance-case-manager or sn-compliance-case-analyst

Overview of compliance case management landing page

You can launch the compliance case management landing page by using the launcher () icon.

The GRC: Compliance Case Management landing page consists of the following sections:

Cases
Requests
My tasks

Cases section

The Cases section includes the cards that offer information on compliance cases. You can see the cases that require attention, an overview, trends, and monitoring information.

The following example shows the cards that are available for the cases on the GRC: Compliance Case Management landing page.

Compliance case management landing page cases view. — Figure 1. GRC: Compliance Case Management landing page

The following table describes the cards that are available for the cases on the GRC: Compliance Case Management landing page.

Table 1. Cases section
Card	Description
Needs attention	Overview of the events or cases that need immediate attention: Overdue cases Cases where the closure date has been passed. Cases due in 7 days Cases where the closure date is in the next seven days. Unassigned cases Cases not assigned to a case analyst yet. There are drill-down capabilities. When you click the individual sector you are navigated to a list view to get more rich and contextual information.
Case overview	Graphical representation of all the active cases by their state, breach status, and priority: By state Shows the number of active cases by the workflow states that they're in. For example, as a compliance case manager, you can view the number of active cases that are under the investigation state. By breach status Shows the number of active cases only when a breach is detected, a chance of a breach is in the future, or the breach status is determined yet. By priority Shows the number of active cases by the priority that is defined at the case level. There are drill-down capabilities. When you click the individual sector you are navigated to a list view to get more rich and contextual information.
Trends	Trends about your cases: Reported cases by the affected business units and geographical locations. Cases by Syb-type. Number of reported cases for each primary cause. Number of open and closed cases in the last 365 days.
Tracking	Items to track: Number of open issues for a compliance case Number of overdue issues Number of issues due in the next seven days There are drill-down capabilities. When you click the individual sector you are navigated to a list view to get more rich and contextual information.

Requests section

The Requests section includes the cards that offer information on compliance requests. You can see the requests that require attention, an overview, and trends.

The following example shows the cards that are available for the requests on the GRC: Compliance Case Management landing page.

Compliance case management landing page requests view. — Figure 2. GRC: Compliance Case Management landing page

The following table describes the cards that are available for the requests on the GRC: Compliance Case Management landing page.


Card	Description
Needs attention	Overview of the requests that need immediate attention: Active requests All open requests. Unassigned request Requests that aren’t assigned yet. There are drill-down capabilities. When you click the individual sector you are navigated to a list view to get more rich and contextual information.
Request overview	Graphical representation of all the active requests by their state, priority, and business units: By state Shows the number of active requests by the workflow states that they're in. For example, as a compliance case manager, you can view the number of active cases that are under the in progress state. By priority Shows the number of active requests by the priority that is defined at the request level. By business units Shows the number of active requests categorized by the business units. There are drill-down capabilities. When you click the individual sector you are navigated to a list view to get more rich and contextual information.
Trends	Number of compliance requests that are open, approved, rejected, and canceled in the last 12 months, and requests by sub-types. There are drill-down capabilities. When you click the individual sector you are navigated to a list view to get more rich and contextual information.

My tasks section

My tasks section consists of the individual sections for cases and requests.

In the Cases section, you can access all the cases and tasks that are assigned to you:

Open cases: All the cases that are assigned to you.
Overdue cases: Any overdue cases that are assigned to you.
Case tasks: All the case tasks that are assigned to you to work on.
Case tasks to review: Pending case tasks that you need to review. For example, let's say that as a case analyst, you’ve created a case task and assigned it to a case task owner to work on it. The case task owner completed the case task and submitted it to you for review. Now, you need to review and complete these case tasks.

In the Requests section, you can access all the requests that are assigned to you:

Open requests: All the requests that are assigned to you.
Approvals: All the requests that are awaiting your approval.