To protect private information, such as protected student data, our system automatically redacts ticket details in email notifications when a ticket is flagged as sensitive. This requires you to log in to the system to view the full update details, ensuring your privacy is maintained.
How a Ticket is Marked as Sensitive
The sensitivity flag can be turned on in four ways. Once the flag is active, it remains on until explicitly turned off.
Manually by a User
Someone with permission manually flips the ticket's sensitivity toggle.
By a Workflow Rule
Automated rules (e.g., based on issue category, such as "HR-related") can automatically mark a ticket as sensitive.
By Adding Sensitive Data to a Custom Field (Silent Trigger)
If a value is added to a custom field labeled as sensitive (e.g., fields containing "protected student information"), the ticket is automatically marked sensitive.
This path is one-way: it can turn the flag on but never turn it back off. This is the most common way a ticket becomes sensitive without anyone using a manual toggle.
When the Ticket is Created
A new ticket starts as sensitive if your organization's default settings require new tickets to be sensitive, or if the submission form used includes any sensitive custom fields.
When a ticket is created this way, the manual toggle is disabled, so the flag cannot be turned off.
What Happens to Email Notifications
When the sensitivity flag is on, the system ensures that sensitive content is not included in email updates:
The actual update content in the email is skipped.
The email body is replaced with a placeholder message: "This update contains sensitive information…".
A separate banner ("This ticket contains sensitive information…") is added to the email for context.
To see what actually changed, you must use the "view ticket details" link and log in to the system.
