New Suggested 9/11/2025 by Scott Cooper
When we edit a ticket to remove sensitive information, say remove a password, using the “Don’t log changes to a diff file (sensitive info)” option, there is no visible record that the ticket was edited.
Regular edits show the details along with a link to the TicketEditLog.txt diff file along with the timestamp.
We would like to see that with a note what the sensitive info flag was set for the edit:
This should apply to editing ticket replies as well, as users may send in sensitive info no matter how much training is done.
We do not have a specific certification requirement for this currently, but we are looking for best practices with future certifications in mind.