Handling protected data in incidents

This document outlines the business process to follow when an incident involving protected data is identified.

1. Service desk agent sees incident with protected data.
2. Service desk agent submits a new incident to servicenow-support@b.e requesting the original incident be deleted. This provides an audit trail.
3. Service desk agent re-assigns the original incident (the one with protected data) to the 'ServiceNow Secure Records Reviewers' assignment group and ticks the ‘restricted’ checkbox on the incident that will be deleted. This will hide it from everyone.
4. Service desk agent creates a new incident with the issue (and without the protected data) and assigns it to ServiceNow Platform Support. This allows the customer’s request to be worked on.
5. ServiceNow Tier 1 agent receives the audit trail incident and assigns it to themself.
6. ServiceNow Tier 1 agent deletes the original incident (with the protected data).
7. ServiceNow Tier 1 agent resolves the audit trail incident.

 

If you have any questions about this process, please send email to servicenow-support@berkeley.edu