Any email notifications that get sent out related to that ticket do not contain any information - you’re required to go into iiQ to view the updates.

So if just one field is marked as containing protected student info, this will be the case.

​@DAdmin 247b1c8 rsu39 Thank you for submitting your question to our community!

​@jclark is on the right track. Users will be required to log into iiQ to see the information. This provides an extra layer of protection for your students and your staff accessing information! You can adjust the site options as well to mark these tickets as so: 

​@DAdmin 247b1c8 rsu39 
I always have a hard time remembering what each one of those drop down options means. Here’s a screenshot that should help:
 

You can find this information contained in the KB article for Site Options, 

Hope this helps!

In my previous district, we turned off that option because many people were not logging in to iiQ to see the details. Instead, they’d email one of us directly, which resulted in information being lost, etc.

In my current one, we have it enabled & so far it’s working OK - even when a student is the requestor.

You can turn off that toggle for specific tickets, too. We have a “badge access” request ticket that does not include the toggle since student info shouldn’t be landing in those tickets anyway.

​@AMeyer Greendale Schools GREAT USE CASE EXAMPLE! Thanks for sharing 

How do you toggle it off for specific ticket types?

​@DBergstol 8606904 ewrsd Been looking into it and I have it disabled for custom ticket issues I created.

I’ll keep digging to see if it can be disabled for the default/iiQ “built” options. Haven’t looked at these options in a while.

Too late for an edit, but my theory is this: We have our Site Option for Sensitive Information Default Value” as “not set”.  I think that’s why my custom options don’t have the toggle. I saw another thread that mentioned one or more of the “default” ticket options could trigger the “Sensitive Information” option to come up, but I haven’t found that yet.

I appreciate you looking into it! That actually makes a lot of sense. Our district currently has it set to default to “No,” but this causes it to still appear on tickets where it’s not really applicable.

I’ll see if switching that setting changes anything & post about it on Monday/Tuesday… since changes to Site Options can take an hour, I wont necessarily have time yet today to see what happens.

Stay tuned. . . (unless someone from iiQ beats me to it )

​@DAdmin 247b1c8 rsu39 Thank you for submitting your question to our community!

​@jclark is on the right track. Users will be required to log into iiQ to see the information. This provides an extra layer of protection for your students and your staff accessing information! You can adjust the site options as well to mark these tickets as so: 

 

Thanks for the reminder!
We individually control ours - intentionally - and it’s been set that way for a while, so I forget about the site option.