Does this ticket contain protected student information?

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.

Agh, I forgot to ask about this during office hours last week!!

It seems like ticket issues in the User Provisioning & Network/Wi-Fi “buckets” don’t have that “contains sensitive information” toggle, but the other categories do. I haven’t figured out the why ...

​@AMeyer Greendale Schools This one was fun to dig into! If you are using the Site Option for ‘Sensitive Information Default Value’ it is intended behavior that it only appears within the Devices/Hardware ticket type. If you’d like to control those individually you’ll need to use a custom field and add conditional filters for the Issue Categories or specific Issue Types you would like it to apply to.
Thanks to ​@hstrickland_iiQ for the help investigating this one!
 

​@EStapf_iiQ thank you for the info! Is it possible to remove that field from the Devices/Hardware ticket type? My assumption is no… but figured I would ask. Some of the items we have wouldn’t have student info anyhow… and it’s one less click :)

Yes, you can turn that option off in Admin > Site Options > Tickets or search ‘Sensitive’. As stated above there are multiple options for this setting (quoted below from earlier post). If you don’t want it to appear AT ALL you would choose ‘Off (hidden), which would hide the field and automatically determine that the ticket does not have protected information - leaving all information exposed within email notifications. 😊

​@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!

I’ll bookmark this for future reference. Might play around with the settings a bit more over summer when we’re less busy :)

One negative impact of the use of “contains protected student information” toggle that we discovered in our district is when a ticket is submitted by a parent (by a staff member on behalf of a parent), the communications the agents are trying to send to the parent are not able to be read. This is because the email to the parent tells them that they will have to log in to iiQ to read the message since it contains protected student information - however, our parents do not have iiQ access. This meant that agents were asking for additional information in the ticket and the parents weren’t able to see our questions. It also meant that the nice, kind explanations and detailed step-sets of support we were providing to parents were not actually being read. Parents were only seeing that the ticket had been resolved and were told to log in to Incident IQ to see the comments on the ticket (which they couldn’t access). Add to that the confusion, stress, and frustration parents felt of being told in the email that the ticket includes protected student information and they have no idea what all that may be! (It is usually only because the student’s ID number was included in the ticket info...)

This thread has helped me realize that there might be a “administrative way” to toggle off the ability for a requester to select “contains protected student information” when a parent originates a ticket. I wonder if that could also be applied when a ticket is submitted on behalf of a parent…