Creating Cases

Cases can be created automatically through your public portal or manually by your team.

Create New Case →

Create Case form - Enter subject details and request type ☀️ Light 🌙 Dark

Automatic Case Creation

When a data subject submits a request through your public portal:

1. They enter their email and verify with a one-time code
2. They select the request type and provide details
3. A case is automatically created in your system
4. You receive an email notification
5. The case appears in your Cases list with status “Opened”

This is the recommended way to receive requests as it:

• Verifies the subject’s email automatically
• Captures all required information
• Creates a complete audit trail
• Reduces manual data entry

Manual Case Creation

For requests received via email, phone, or letter:

Step 1: Start New Case

1. Go to Cases in the sidebar
2. Click Create New Case button
3. On the create page, choose a tab: Manual Entry (type the details in yourself) or From Email (start from an email you received)

Step 2: Select Request Type

Choose the appropriate GDPR request type:

Step 3: Enter Subject Details

Required fields:

• Subject Name - Full name of the person making the request
• Email Address - Primary contact email
• Date Received - When you received the request; the due date is set automatically to 30 days after this

Optional fields:

• Phone Number - Alternative contact method

Step 4: Add Notes (AI-Assisted)

The Notes field supports AI assistance:

• Type your notes describing the request
• Use the AI helper to improve grammar and clarity
• Include relevant details like how the request was received

Step 5: Create the Case

Click Create Case to:

• Generate a unique Case ID
• Set the due date (30 days from today)
• Record the creation in the audit log
• Trigger any configured notifications

After Case Creation

Once created, you can:

1. Attach documents - Files are attached through the Request Info, Submit Info or Close Case flows (there’s no standalone upload button); redactable files run PII detection automatically as you attach them
2. Request information - Ask the subject for verification or clarification
3. Mark Verified - Confirm identity with one click before disclosing data
4. Update status - Move through the workflow
5. Close the case - Complete with an appropriate outcome

Best Practices

For Subject Information

• Use the exact name as provided by the subject
• Verify email addresses before processing sensitive data
• Note alternative identifiers if provided (customer ID, account number)

For Notes

• Record how the request was received (email, letter, phone)
• Include the original request text or summary
• Note any specific data systems mentioned
• Document any unusual circumstances

For Timing

• Create cases promptly when requests are received
• The 30-day clock starts when you receive the request, not when you create the case
• If there’s a delay, note it and adjust expectations

Case Creation Limits

Your plan determines how many cases you can create:

The admin buffer allows administrators to create a few extra cases beyond the public portal limit, ensuring you can always handle direct requests.