Using the compliance case overview related list

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Using the Compliance Case Overview Related List

    The compliance case overview related list in the Governance, Risk, and Compliance (GRC) application provides comprehensive details about compliance cases. It includes critical information such as the case description, current state, schedules, milestones, tasks, tracking, and attachments, facilitating effective case management and resolution.

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    Key Features

    • Description Section: Allows entry of detailed case information including purpose, actions, timelines, applicable regulations, and related evidence.
    • State Section: Displays the workflow states of a case (e.g., New, Triage, Investigate, Resolve), which helps track the case status. Configuration options are available for compliance case administrators.
    • Case Schedules and Milestones Section: Outlines key events in the case lifecycle, such as reporting and closure dates, with filtering options for specific event types.
    • Case Tasks Overview Section: Summarizes total case tasks, highlights overdue tasks, and categorizes ongoing tasks by state and type.
    • Tracking Section: Provides insights into open issues, overdue issues, and those due within the next week.
    • Attachments Section: Supports the uploading of relevant files as attachments to cases, improving documentation and evidence collection.

    Key Outcomes

    Utilizing the compliance case overview related list enables ServiceNow customers to efficiently manage compliance cases by tracking progress, understanding context, and ensuring all necessary information is readily accessible. This structured approach enhances decision-making and supports adherence to regulations and internal policies.

    The compliance case overview related list shows the details about a case. For example, you can see the description, state, schedule and milestones, case tasks, and issues that are related to a case in the GRC: Compliance Case Management application.

    The Compliance 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 compliance 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 compliance case. For example in this section, you see various stages of the compliance case, such as New, Triage, Investigate, Resolve, Post case review, and Close. These states determine the status of the case. A compliance case administrator can configure these states in the GRC: Compliance Case Management application. For more information, see Create a state model to define the workflow states and transitions.

    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 compliance 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.