Privacy Case overview page

  • Release version: Australia
  • Updated March 12, 2026
  • 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 key details and progress related to a privacy case. It helps ServiceNow customers manage and track privacy cases effectively by displaying information such as case description, status, schedules, milestones, tasks, issues, and attachments in a single interface.

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    Key Features

    • Description section: Capture and view detailed context about the privacy case including purpose, actions, timelines, applicable regulations, and relevant evidence or documents. This helps in understanding and resolving the case efficiently.
    • State section: Displays the workflow states of the case (e.g., New, Triage, Investigate, Resolve, Post case review, Close). These states indicate the current status and progress of the case. The workflow states are configurable by privacy case administrators.
    • Case schedules and milestones section: Provides a timeline view of key events and milestones such as case creation, discovery, occurrence, investigation milestones, breach analysis dates, and case closure. Users can filter and view relevant events to monitor case progress against service level agreements (SLAs).
    • Case tasks overview section: Summarizes all case tasks including total tasks, overdue tasks, and those due within seven days. It also categorizes active tasks by their state and type, enabling better task management and prioritization.
    • Tracking section: Shows the number of open, overdue, and upcoming issues related to the privacy case, helping to monitor and address case-related problems promptly.
    • Attachments section: Allows uploading and viewing of files attached to the case, centralizing all relevant documentation for easy access and reference.

    Practical Benefits for ServiceNow Customers

    By utilizing the Privacy Case overview page, customers gain a centralized dashboard to monitor all critical aspects of privacy cases. This enables efficient case handling, ensures compliance with privacy regulations, tracks progress through defined workflow states, manages tasks and issues proactively, and maintains comprehensive documentation through attachments. The timeline and milestone features support meeting SLAs and provide transparency on case progress, which is essential for effective privacy case management.

    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 and 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.