Handling protected data in incidents

This document describes the business process for when anyone discovers protected data in an open incident.

 

1. ServiceNow agent sees incident with protected data
2. ServiceNow agent submits a new incident to servicenow-support@b.e requesting the original incident be deleted
   1. This provides an audit trail
3. ServiceNow 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. ServiceNow agent creates another new incident with the issue (and without the protected data)
   1. This allows the customer’s request to be worked on
5. ServiceNow tier 1 receives the audit trail incident and escalates to ServiceNow admin
6. ESM ServiceNow Admin deletes the original incident (with the protected data)
7. ESM ServiceNow Admin resolves the audit trail incident

 

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