Requests

  • Updated

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 Forms page is governed by user roles:

Admins:

  • Access: Read/Write access to all capabilities. 
  • Can view all forms regardless of settings. 

Subject Rights Managers:

  • Access: Read/Write access to all Subject Rights features.
  • Note: Can view all forms that either have no organization assigned or are assigned to an organization that the user is also associated with.

Subject Rights Assignees:

  • Access: Read/Write access to assigned items within "Action Items" subsection of the Subject Rights section. Access is based on assignment.

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.
  • Form: The form the request was submitted through.
  • Request Id: The unique identifier for the request.
  • Location: 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.
  • Due: Shows the number of days remaining until the regulatory due date. After this date, it will display the number of days the request is overdue.
  • Completed: Shows 'In Progress' until the request is completed, after which it shows the date the request was rejected or marked completed.
  • 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.

Search & Filters

  • Search: Click the Search icon at the top right to search for requests by Email or Request Id.
  • Filters: Click the Filter icon to filter requests by Form, Request Type and Status. This will allow you to view unverified requests or completed or cancelled requests. You can also search for requests by date ranges using the create date for the request and/or the date the request was completed.

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. 

DSAR - Request - Details.png

Request Information

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

DSAR - Request - Request Info.png

 

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. 

DSAR - Request - Audit.png

 

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.