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Overview

The ServiceNow Contact Tracing application is a newly implemented application with the capability to automate the process of identifying and following up with potentially COVID-19 cases on campus. The ultimate goal is to work through cases and their contacts in order to contain the spread and limit the size of an outbreak at UCI. The general process for handling a case is the following:

1. An individual self-reports a positive or possible COVID-19 case.
2. A ServiceNow Contract Tracing case is manually created in ServiceNow. Follow the Create a New Case guide.
3. A Case Task is created and assigned to a staff member to survey the reported person. Follow the Update a Case guide.
4. The individual is followed up with, and surveyed, to identify potentially exposed contacts. Follow the Complete a Case Task guide.
5. The potentially exposed contacts are entered into ServiceNow manually on the case record. Follow the Identify and Add Exposed Contacts to a Case guide.
6. Case Tasks are created for each contact linked to the case and assigned to a staff member to complete. . Follow the Create a Case Task guide.
7. If, when completing a case task, a contact ends up with a positive case result, a new case is created in ServiceNow for that individual, and the process continues. Follow the Create a New Case guide.
8. Once the affected individual and all contacts have been followed up with and information updated in ServiceNow, the case may be closed. Follow the Close a Case guide.

Contact Tracing Guides

Revision History