Privacy Settings

Privacy Settings

General Data Protection Regulation (GDPR) protects all types of personally identifiable information (PII) and electronic Protected Health Information (ePHI), including users' names, social security numbers, insurance details, and racial or ethnic data.
 
To comply with privacy regulations such as the GDPR, it's essential to protect users' personal data from potential misuse when they leave the organization. Any data that can be used to accurately identify a person must be completely deleted from the application.
 
To enable privacy settings in ServiceDesk Plus MSP Cloud, go to Setup > Users & Permissions > Privacy Settings, and click Enable Privacy Settings.
 
When you enable these settings, you can anonymize user names and email IDs, and erase all PII/ePHI from the application.
 
Role Required: SDAdmin
 
Step 1:  Identifying the PII/ePHI 
To anonymize personally identifiable information, you must first identify the relevant PII/ePHI fields.
  1. Go to the PII/ePII Fields tab in Privacy Settings.
    1. Additional fields and resource questions marked as PII/ePHI will also be displayed under the PII/ePII Fields tab.
Info
You can mark an additional field as PII/ePHI in the New Field/Edit Additional Field form under Setup > Customization > Additional Fields. Enable the PII/ePHI check box as shown below: 
 

Info
You can mark a resource question as PII/ePHI in the New Question/Edit Question form. Resource questions can be accessed under the Resource Info tab within the Edit Service Template form in Setup > Templates & Forms > Service Category.  PII/ePHI can only be marked for Select Box and Text Box resource question type.  
 

  1. From the list of fields displayed, enable fields from which all data must be completely deleted when a user leaves the organization.
Info
By default, all data collected in system fields such as name, email, SMS mail ID, phone, and mobile are considered PII/ePHI. 

 
 
Step 2: Anonymize and Erase PII/ePHI
Go to the Anonymize and Erase PII/ePHI tab in Privacy Settings.

This page displays a list of all deleted users along with their email IDs. Please note that mobile and phone number fields will be deleted by default.

If the email ID field is enabled for PII/ePHI identification, the email IDs will automatically be anonymized to the format: anon_<userID>@<domainname>.com
To anonymize users:  
  1. Select the users using the checkboxes and click Anonymize and Erase.
  2. In the pop-up displayed, provide an anonymous name to replace the username, or you can choose to keep the randomly generated number for the field.
  3. Click Anonymize and Erase to apply the settings.
Info
You can view PII/ePII logs under Setup > Data Administration > PII/ePHI Log. These logs record all admin actions involving PII/ePHI fields. 
 

File Protection Password   

Ensure secure access to data exported from ServiceDesk Plus MSP Cloud by embedding it in a password-protected ZIP file. Password protection applies to the following types of exported data:
  1. Data exported under Setup > Data Administration > Data Export.
  2. Reports shared via email.
 
Role Required: SDAdmin

You can configure a common password for all users and non-users, while technicians can set their own login-specific passwords in the Personalize pop-up.
 
To enable file protection,
  1. Go to Setup > Users & Permissions > Privacy Settings.
  2. Click the File Protection Password tab.
  3. Select the Enable File Protection Password checkbox.
  4. Specify a strong password under File Password.
  5. Click Save.
 
  

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