Requests

Overview

The Requests page provides a centralized view of all subject rights requests submitted through your forms. This page helps you track and manage requests, ensuring timely and accurate responses.

By default, the page displays only in-progress requests that have been email verified by the requester.

User Roles 

Access to the Requests page is governed by user roles:

Admins:

• Access: Read/Write access to all capabilities. 
• Can view all requests regardless of which forms those requests were submitted through. 

Subject Rights Managers:

• Access: Read/Write access to the requests page.
• Note: Can view all requests that were submitted through forms that have no organization assigned or are assigned to an organization that the user is also associated with.

The Request Overview Page

The request overview page gives administrators and managers a look at all open and in progress DSAR requests at a glance:

On the overview page, you can see quick summary details including: 

• Requester: Shows the email address of the individual who submitted the request.
  • Request Id: The unique identifier for the request. Displays a secondary text beneath the Requester.
• Form: The form the request was submitted through.
• Jurisdiction: Displays the location from which the request was submitted. Requests are geo-identified by default, but if Location Selection is enabled for the form, requesters can manually select their location. A warning icon will appear if the selected location differs from the geo-identified location.
• Request Type: Indicates the type of request made (e.g., Correction, Deletion).
• Created: Shows the date the request was created.
• Internal Due Date: Shows the internal due date if internal due date has been set on the form the request was submitted through. Once this date has been past, this text displays in red.
• Regulatory Due Date: Shows the regulatory due date if the request was submitted from a jurisdiction with an active data privacy law. Once this date has been past, this text displays in red.
• Completed: Shows 'In Progress' until the request is completed, after which it shows the date the request was rejected or marked completed.
  • Completed Within: Displays whether the request was completed within the internal due date, the regulatory due date, or was completed overdue. Requests without a regulatory due date are never completed overdue.
• Time to Completion: Shows the number of days it took to complete the request calculated from the created date.
• Status: Displays the current status of the request, which could be:
  • Waiting for Email Verification: Request has been submitted but not yet verified.
  • Email Verified: Request has been verified but not yet ID verified.
  • No Action Items Generated: Request is verified but no action items have been created.
  • Percentage Complete: Reflects the progress of action items completed versus total items generated. Users can click this status to view action items on the Action Items page.
  • No Results Found: All action items have been completed or deleted, and no search results are available.
  • All Action Items Complete: All action items are completed, and at least one action item was marked as complete.
  • Completed: Request has been marked complete.
  • Rejected: Request has been marked as rejected.

Rearranging/Resizing Columns

You can rearrange the order of the columns that display in this table by dragging and dropping them into a new position in the table.

You can also adjust column order by pinning a column to the left or right of the table using the action menu for that column (see screenshot above).

Finally, you can resize the width of a column that displays by hovering in between two columns to display a divider between each column and dragging that edge to expand or contract the column width as desired.

Search

You can search for requests on the request list page by entering an identifier of a requester (e.g. a requester email) or by entering an identifer of the request itself (e.g. a request id) and pressing Enter:

Multi-Filtering

You can apply filters to the Request Overview page to more easily locate particular requests. To apply one or more filters click 'Filters' at the top-right of the request list table to open up the filters pop-over:

Filters can be applied to all columns that can be displayed on the Request Overview page. The page can also be filtered to show requests matching spotlight metrics on the Subject Rights Reporting page:

Display 

You can display and hide columns on the Request Overivew page to display the request information most relevant to your goal. To display or hide columns click 'Display' at the top-right of the request list table to open up the display pop-over:

Export

To export the contents of the Request Overview page click 'Export' at the top-right of the request list table to open up the export requests modal: 

After confirming the export, the contents of the Request Overview page will be exported to a .csv file in your web browser's downloads folder.

How to Use the Request Overview Page

Monitor Requests: Subject Rights Managers receive daily email notifications about in-progress requests. Log in to Osano to view and manage these requests.

Coordinate Completion: Ensure all requests are completed before their due dates.

Additional Functionality

• Bulk Request Completion: Managers and Admins can select multiple requests and click the Mark Complete button to complete them in bulk. You can choose to send completion emails and attach files to the requesters. Requests must be in statuses of No Results Found, All Action Items Complete, or No Action Items Generated.

• Bulk Request Rejection: Select multiple requests and click the Reject Requests button to reject them in bulk. Choose a reason for rejection and send rejection emails and any attached files to requesters.

The Request Details Page

The Request Details page provides comprehensive information about a specific subject rights request. On this page you can find:

Status

This subsection shows the standard status of this request - what step in the process is it in, which steps/assignments have been completed, and which remain open or in progress. 

• Verification Status: Shows whether the email and ID verification processes have been completed.
• Data Store Details: Provides information about data stores involved, including assignees, statuses, and any notifications sent to third parties.
• Action Items: Lists all tasks associated with the request, their current status, and any pending actions required.
• Messaging Portal: This page also includes access to the secure messaging portal for this request. This portal allows you and your team to securely communicate with the data subject about the status of this request. 

Request Information

This subsection displays general details such as the request ID, status, request type, email address, and custom-field information. 

Activity Log

The subsection offers a high-level audit trail of the request, including when actions were taken and by whom. You can also include internal notes about this request in the activity log section. 

Completing or Rejecting Requests 

Completion

Before marking a request as complete, all action items must be finalized - the request as a whole cannot be marked as complete within the Osano system until all individual items have been completed.

When completing a request, the manager or admin will review the request, before marking it as complete at which point communication will be sent to the customer along with any additional information packaged within the request on completion. 

Rejection

A request can be rejected at any time. Once rejected, the manager or admin will be required to select a reason from predefined rejection types set within the form settings. From here, further language customization can be applied to the rejection text before being communicated to the requesting user.

Custom Notifications

Set up customized notifications for Subject Rights Managers using webhooks. These can trigger in specific conditions, be sent via preferred channels (e.g., Slack), and include custom content. Slack integrations allow subject rights managers to complete requests directly through interactive components without logging into Osano.