Requesting Redaction of Private Data


Overview

Personally identifiable information, FERPA, or HIPAA data should not be stored in ServiceNow. In the event that this information is added to a record, please follow the steps below.

Steps to Take

  1. Follow the steps on KB0034289 - Restricting your Tickets - to ensure the case is restricted until the redaction is complete. Do not continue replying to this case if possible and create a new one without the private information.

  2. Create a new case titled "Redaction Request: Case #". Please specify the information that needs to be redacted, without duplicating it. For example, "The user included their SSN," instead of including the actual SSN.

  3. Assign this new case to the ServiceNow team (ITS-SNOW). The admin team will remove the information and close the case. If necessary, the case may be deleted entirely.

    • If you are a non-ITS group, you will need to set the Organization field on the case to "IT Services" before you can change the assignment group to "ITS-SNOW." Please refer to KB0034242: Passing Tickets between Organizations for more information.

If you still have questions or need additional assistance, please use the 'Contact ServiceNow Team' form.