Compliance Case Management landing page

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 3 minutes to read
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    Summary of Compliance Case Management Landing Page

    The Compliance Case Management landing page in ServiceNow's Governance, Risk, and Compliance (GRC) module provides a centralized view of compliance-related information. Users can create cases, requests, and issues directly from this page, facilitating efficient case management.

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    Key Features

    • Cases Section: Displays cards with compliance cases that need attention, including overdue, due soon, and unassigned cases. It offers graphical insights into active cases by state, breach status, and priority, along with trend data on reported cases.
    • Requests Section: Similar to the cases section, it provides an overview of compliance requests requiring attention, highlighting active, unassigned, and categorized requests by state and priority. Trends for open, approved, rejected, and canceled requests over the last year are also included.
    • My Tasks Section: Allows users to view all assigned cases and requests, including open cases, overdue items, and tasks pending review, ensuring that users can efficiently manage their responsibilities.

    Key Outcomes

    By utilizing the Compliance Case Management landing page, ServiceNow customers can streamline their compliance processes, ensuring that critical cases and requests are monitored and addressed promptly. The visual representation of data assists in identifying trends, managing workloads, and maintaining compliance across the organization.

    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.

    Compliance case overview

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

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

    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.
    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.
    Trends Trends about your cases:
    • Reported cases by the affected business units and geographical locations.
    • 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

    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.

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

    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.
    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.
    Trends Number of compliance requests that are open, approved, rejected, and canceled in the last 12 months.

    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.