<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong>In this guide we will cover:</strong></p><p><strong>- What are sensitive tickets?</strong></p><p><strong>- How to Mark a Ticket as Sensitive<br></strong></p><p><strong>- Who can see sensitive tickets?</strong></p><p><strong>- Reporting on sensitive Tickets</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What are Sensitive Tickets?</span></strong></p><p>Any ticket can be marked as being 'sensitive', doing this will restrict who can see this ticket, both in the end user portal and the agent application. This is useful when tickets are being logged containing sensitive data, such as tickets containing confidential business information, or legal issues. </p><p><br></p><p>This allows you to grant users the appropriate web access level while having tickets with sensitive/confidential data hidden. Useful when you would like to grant a user permission to see all the tickets at a chosen site/customer but would not like them to see selected tickets. </p><p><br></p><p><strong><span style="font-size: 14pt;">How to Mark a Ticket as Sensitive</span></strong></p><p>To be able to mark a ticket as being sensitive you will need to add the 'Is Sensitive' checkbox to the ticket type. To do this head to configuration > tickets > ticket types > select a ticket type > field list > add 'Is Sensitive'. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE1Y2QxMDhmLTg2YmYtNDU1MS1hZWQwLTlkZWM1YjA5YWI5ZSJ9.O_Bb_IJVz1SO2w1EoO8Jg87L2hTQYttrRAWY8b7cnp4" class="fr-fic fr-fil fr-dib" width="716" style="width: 718px; height: 665.274px;" height="665"></p><p><strong><span style="font-size: 10pt;">Fig 1. Is sensitive field</span></strong></p><p><br></p><p>Once, added this checkbox will be visible under the ticket details (for tickets with this type). Checking this box will mark the ticket as sensitive. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMwNjFmM2Y3LTdmMjYtNDQ0NS04NTAzLWI0NDNjMWUwY2U5MCJ9.uuc7-IKbr5s94OWMhDG-afyuWtuGMVQYGZ2MRD78vX4" class="fr-fic fr-fil fr-dib" width="1098" style="width: 1100px; height: 745.996px;" height="746"></p><p><strong><span style="font-size: 10pt;">Fig 2. Marking ticket as sensitive</span></strong></p><p><br></p><p><strong><em>Note: This is an agent only field, so this field will not appear for end users when they are logging tickets through the portal, this will only appear, and be editable, for agents. </em></strong></p><p><br></p><p>The agents that can see and set this field can also be configured, e.g. only have senior HR agents be able to set which tickets are sensitive. To do this edit the field against the ticket type, here you can restrict which agents can see/edit this based on agent roles. In the figure 3 example only the agents with the 'Senior HR' role will be able to read this field.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ4Y2I4YWUwLWE0NzUtNGExYi05NzEwLTM5M2ZlMGVkNjAxNCJ9.HofctRNxYG87lac5IODUUNOJ6DfUCKyaWqpVlrMBDI4" class="fr-fic fr-fil fr-dib" width="559" style="width: 561px; height: 641.143px;" height="641"></p><p><strong><span style="font-size: 10pt;"> Fig 3. Role restrictions for 'Is sensitive' field</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Who can see sensitive tickets?</span></strong></p><p>When a ticket is marked as sensitive only the end user of the ticket will be able to see this in the portal. Other users, regardless of their web access level or being followers, will not be able to see this ticket in the portal. </p><p><br></p><p>By default, agent access to sensitive tickets will not be restricted. However, you can restrict which agents can access sensitive tickets too. </p><p><br></p><p>Agent's access to sensitive tickets can be determined by the global setting 'Sensitive Ticket restrictions', found under Configuration > Tickets > General Settings. <strong><em>Note: User access will always be only the assigned user irrespective of the dropdown option.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk2NTdhZTRlLTMzNGEtNDc3Yi1iZTgxLTRhNjc1OWRkZWUzMiJ9.bN7sOW3iEh7IAQNclf99xQz6oJ2yQEfV5doIwqR0E1Y" class="fr-fic fr-fil fr-dib" width="820" style="width: 822px; height: 468.412px;" height="468"></p><p><strong><span style="font-size: 10pt;">Fig 4. Sensitive ticket restrictions setting</span></strong></p><p><br></p><p><strong>Users: Assigned User only II Agents: All</strong> - When a ticket is marked as sensitive the agents that can see the ticket will be determined by usual agent ticket restrictions/permissions. </p><p><strong>Users: Assigned User only II Agents: Assigned Team </strong>- When a ticket is marked as sensitive only the agents in the team the ticket is assigned to will be able to see the ticket.</p><p><strong>Users: Assigned User only II Agents: Assigned Agent (Team if unassigned) </strong>- When a ticket is marked as sensitive, only the agent who is assigned the ticket will be able to see the ticket. If the ticket is 'unassigned' all agents in the team the ticket is assigned to will be able to see the ticket. </p><p data-pasted="true"><strong>Users: Assigned User only II Agents: Assigned Team, Ticket followers, and Additional Agents</strong> - When a ticket is marked as sensitive only the agents in the team the ticket is assigned to, any agents following the ticket and any additional agents assigned to the ticket will be able to see the ticket.</p><p data-pasted="true"><strong>Users: Assigned User only II Agents: Assigned Agent (Team if unassigned), Ticket followers, and Additional Agents </strong>- When a ticket is marked as sensitive, only the agent who is assigned the ticket, any agents following the ticket and any additional agents assigned to the ticket will be able to see the ticket. If the ticket is 'unassigned' all agents in the team the ticket is assigned to will be able to see the ticket. </p><p><br></p><p>For all options chosen, only the user assigned to the ticket (or following the ticket) will be able to see the ticket on the portal. </p><p><br></p><p><strong><em>Note: Adding restrictions here (selecting an option other than allowing all agents to see the ticket) will impact the loading times of tickets as more checks will need to be completed. </em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Reporting on Sensitive tickets</span></strong></p><p>As sensitive tickets can contain confidential and sensitive data it is important to keep in mind when these tickets will be included in report data. Particularly useful to note if you have public dashboards containing ticket data, or if you allow many agents access to the reporting suite. Any tickets that are marked as sensitive will not be reported on when agents create reports using the query builder. However, they will be returned when creating reporting using SQL queries. For more information on restricting agents' access to reporting check out our guide <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2270/" id="isPasted" target="_blank" rel="noopener noreferrer">Restricting Agent Reporting Access</a>. </p>
