Case Statuses

Cases move through different statuses as they’re processed. Understanding these statuses helps you manage your workflow efficiently.

Working Statuses

These statuses indicate active cases that require attention:

Open

Initial status when a case is created.

• Case has been received but not yet worked on
• 30-day deadline timer is running
• Appears in “requires attention” counts

Processing

Case is actively being worked on.

• Documents are being gathered
• Data is being compiled
• Response is being prepared

Verified

Subject’s identity has been confirmed.

• Identity verification completed
• Safe to proceed with providing personal data
• Important step before disclosing sensitive information

Awaiting Information

Waiting for the data subject to provide additional information.

• Clock may be paused (depending on jurisdiction)
• Subject has been contacted
• Case cannot proceed until response received

Information Submitted

Subject has responded with requested information.

• New information received
• Ready to continue processing
• Review the submitted information

Extended

Deadline has been extended per GDPR Article 12.

• Complex request requiring more time
• Subject has been notified of extension
• New deadline calculated (up to 2 additional months)

Closed Statuses

These statuses represent completed cases:

Completed - Fulfilled

Request was fully satisfied.

• All requested data provided
• Or all requested deletions completed
• Subject has received response

Closed - Rejected

Request was lawfully denied.

• Valid grounds for rejection exist
• Subject notified of reasons
• Legal basis documented

Rejection grounds include:

• Manifestly unfounded request
• Excessive/repetitive requests
• Request affects rights of others
• Legal exemptions apply

Closed - Withdrawn

Subject withdrew their request.

• Subject cancelled the request
• Written confirmation received
• No further action required

Closed - No Data

No personal data found for the subject.

• Search completed
• No matching records exist
• Subject informed of outcome

Closed - Duplicate

Request is a duplicate of another case.

• Same subject, same request type
• Previous case already handles this
• Link to original case documented

Closed - Invalid

Request does not meet requirements.

• Not a valid GDPR request
• Subject not identifiable
• Request outside scope

Status Workflow

Open
  ↓
Processing ←→ Awaiting Info → Info Submitted
  ↓                              ↓
Verified ←-------------------------
  ↓
Extended (if needed)
  ↓
[Closed Status]

Changing Status

From the Case Summary

1. Open the case
2. Use the Quick Actions buttons
3. Select the appropriate action
4. Confirm the status change

Available Transitions

Status Best Practices

Mark Verified Before Disclosing Data

Always verify the subject’s identity before sharing personal data, especially for:

• Access requests containing sensitive data
• Requests received through non-verified channels
• High-value or sensitive records

Use Awaiting Information Appropriately

Only use this status when you’ve actually contacted the subject and are waiting for their response. Document what information was requested.

Document Closure Reasons

When closing a case, always:

• Select the accurate closure status
• Add closing notes explaining the outcome
• Attach any final correspondence

Monitor Extended Cases

Extended cases should be rare. If you’re extending frequently:

• Review your processes for efficiency
• Consider if you need more resources
• Check if requests could be handled faster

Audit Trail

Every status change is recorded in the case timeline and audit log, including:

• Who made the change
• When it occurred
• Previous and new status
• Any notes added

This creates a complete compliance record for regulatory review.