Create a New Case

Overview

The first step to any contract tracing process is to create a case record in ServiceNow that serves as a central location to view the infected individual's information, as well as see their potentially exposed contacts and case tasks. Follow the guide below to enter case information in ServiceNow once a positive case has been reported. Note: If an individual already has an open case, you cannot create a new case record until the old record is closed.

Create a New Case

1. Enter 'Contact' in the filter navigator at the top left corner of the screen.
   
   
   
   
2. Click on the Create a New Case form under the Case Management module.
   
   
   
   
3. Enter the name of the reported person (infected individual) in the Reported Person field.
   
   
   
   
4. Click on the Date Reported calendar select icon and select the date that the case was reported on.
   
   
   
   
5. If the source for the report is known, select an option from the Reported Source dropdown.
   
   
   
   
   
6. If the reported person needs complete confidentiality, check the Confidential field. If this field is checked, the only people that can view the case record are the Case Manager and users included in the watch list.
   
   
   
   
7. Enter the person responsible for this case in the Case Manager field.
   
   
   
   
8. The Case Start Date and Case End Date will automatically populate with the case submit date and case close date, respectively.
   
   
   
   
9. If any other users need to be included in updates for this record, add them to the Watch List by following the Add a User to the Watch List guide but remaining on the record to continue making changes.
   
   
10. If you have personal information from the affected individual before speaking to them, click on the Person Details tab.
    
    
    
    
11. Fill in the First Name, Last Name, Sex, DOB, Age, Address, Phone, and Email fields.
    
    
    
    
12. Select a value from the Student/Faculty/Staff dropdown.
    
    
    
    
13. If the record is ready to submit, click Submit at the top right of the screen to create the new record. The Case State will updated to Assigned and the Case Manager will be notified via email. An exposed contact record is automatically created for the reported person with a default health status of Infected.
    
    
    
    
14. If the record is not ready to submit, you can click Save at the top right of the screen to save the current record information, but leave the case in a New state.
    
    
    
    
15. Once complete, follow the Update a Case guide to take the next steps with following up with the affected individual and creating case tasks.

Revision History