---
sourceDocument: Yokohama Governance, Risk, and Compliance
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/governance-risk-compliance

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Governance, Risk, and Compliance

ft:clusterId :

    - grc

bundleId :

    - grc

workflow :

    - Technology


---

# Define the workflow states for a privacy case

# Define the workflow states for a privacy case {#ariaid-title1}

* Release version: Yokohama
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Define the workflow states for a privacy case that govern the lifecycle of the case.

## Before you begin

Role required: sn_privacy_case.privacy_case_admin

## About this task

A privacy case typically goes through the following workflow states that can be configured in the Privacy Case Management application:

* New: The case has been opened and is in the initial stage of review.
* Triage: The case is being evaluated to determine the appropriate course of action.
* Investigate: The case is being actively investigated to gather information and evidence.
* Resolve: The case is being worked on to find a resolution.
* Post case review: A review of the case is being done after it is resolved.
* Close: The case is closed and is no longer active.
* Cancel:The case is cancelled and it is no longer being pursued.
{#define-pcm-workflow-states__ul_a3r_nyf_hwb}These states can vary depending on the organization's privacy case management process.

## Procedure

1. Navigate to AllPrivacy Case ManagementState Models.
2. Open the state model that you created and want to add the workflow for.
3. On the GRC workflow states context menu, select New.
4. On the form, fill in the fields.  
   {#define-pcm-workflow-states__table_ok4_tfv_kvb__entry__2}

   | Field | Description |
   |-|-|
   | State | Name of the workflow state. Choices are the following: * New * Triage * Investigate * Resolve * Post case review * Close * Canceled {#define-pcm-workflow-states__ul_mpd_pgv_kvb} |
   | Model | State model that uses this workflow state. This field is automatically set to the state model name. |
   | Application | Name of the application this state model applies to. This field is automatically set to GRC: Privacy Case Management. |
   | Display type | Display type of the workflow state. Choices are the following: * As node: Display as a parent state. * As sub-level: Display as a sub-state of the parent state. {#define-pcm-workflow-states__ul_u3q_2lv_kvb} |
   | Stepper label | Label to be displayed on the stepper component for the state. |
   | Parent model state | Parent state for the sub-level state. This field appears only when As sub-level is selected from Display type. |
   | Is optional | Option to select the state as optional. This field appears only when As node is selected from the Display type field. |
   [Table 1. Workflow state form]

   {#define-pcm-workflow-states__table_ok4_tfv_kvb}
5. Create the other states similarly.
6. Select Submit.

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