Privacy Case overview page

  • Release version: Yokohama
  • Updated July 31, 2025
  • 2 minutes to read
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    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.

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    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.

    The Privacy Case Management overview related list includes the following sections:
    • 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

    The Case schedules and milestones section includes the details on all the milestones or events during the case life cycle in a time-line range. In this section, you can see an outline of the key events, such as the date when the case was reported, occurred, discovered, or closed. You can also filter the events to view the following options on the time-line range after you select the Show events option:
    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.
    The following example shows the options available after you select the Show events option.
    Figure 1. Case schedules milestones
    Events available in case schedules and milestones.
    Note:
    The options that are displayed after you select the Show events option are limited to the events and milestones that are available for the case.

    Case tasks overview section

    The case task overview section includes the following subsections:
    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

    The Tracking section displays the following information:
    • 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.