Anonymize contacts or users

uhdamm

Adding to the feature request https://forum.itflow.org/d/249-new-feature-request-activeinactive-client-checkbox

When collaboration with a Client ends, we are only allowed to keep information, that can be related to a person - in this case a contact - for a limited time, according to European law. After that we must delete or anonymize the person in our systems.

For continuity, I'd prefer an "Anonymize" button, to be able to keep assets, tickets etc. in the database, but replace personal details with asterisks.

Same goes if an agent/technician leaves.

johnny

One way you can tackle this one is to modify the data about the contact then click archive, this will keep assets, tickets still tied to them.

wrongecho

This is tricky and an absolute minefield.

Just adjusting contact names isn't likely to meet GDPR. Contact names will still likely be stored in logs, ticket notes and replies, etc.

"Data is personal data if it distinguishes one individual from another", I assume this would include names, emails, IP addresses, etc.

I honestly have no idea how most organisations actually follow this to the letter of the law, it seems impossible. But we can try.

uhdamm

Well, apparently not impossible, as all systems I worked with recently, have that anonymize option/button 😊

But stil haven't heard of anyone, loading all backups from the past, to do the same. That would be a nightmare….

wrongecho

Yeah I wasn't very clear, sorry.

A button that "anonymises" users in the way described in the OP would be fairly trivial to add. It's definitely a feature I'd support. 🙂

That said, it's more checkbox compliance than actual compliance. What I meant was actual compliance with GDPR is a nightmare, as you said about scrubbing backups etc.

wrongecho

Here's a first attempt at this: https://github.com/itflow-org/itflow/pull/712

It redacts tickets raised by the contact (and breaks any formatting 🙁 ) as well as all audit logs for the client as a whole.

uhdamm

Makes sense not being able to anonymize primary contact 👍

Lastname still visible when you open a ticket assigned to the "anonymize and archive" contact:

"***** [lastname]" "[Ticket subject]"

wrongecho

I'm not sure I understand what you mean?

Here's what I see before:

And after:

wrongecho

Oh, I think you're referring to audit logs?

Soooo apparently there's a bug that means the audit log for creating a ticket isn't correctly logged under the client. I was testing creating tickets via the client portal so didn't run into this.

I think I've fixed this: https://github.com/itflow-org/itflow/pull/713

uhdamm

Exactly as in your last capture, except this contacts lastname is still visible in between the asterisks and "phoned in" 😊
(How do I upload an image? Not able to "attach" or paste.)

Edit: Lastname contains danish national characters. Could that be the problem?

wrongecho

Could you try reproducing on the demo, please?

Re images: I upload to Imgur and link the PNG directly with the image icon in the editor bar.

uhdamm

Not able to reproduce on Demo. Looks fine.

Will have a look at my on-prem installation…..

wrongecho

Maybe this will help? Substitute documents for tickets and ticket_replies.

https://forum.itflow.org/d/22-document-search-not-workingintermittent