If you are using Countersoft’s Gemini as a helpdesk or issue tracker and a user asks to be forgotten, it is tricky to make sure this request is carried out completely. In the post GDPR and Auto Delete Issues, we looked at how a 3rd party add-on to Gemini could delete old data. However, deleting old data isn’t always the desired outcome. If that data formed part of a knowledge repository, you would not want to lose that. Or if it was a legal requirement to keep a record of the request, but not necessarily who made the request, deleting the record isn’t an option. Thankfully, the app has been updated to include a few new features which make these scenarios easier to deal with.
How it works
Here is a look at the Anonymize section in the Issue Data Management screen:
It is reasonably intuitive to use. Pick the user, pick the operation and process the record.
There is a neat feature of undoing the anonymising within 60 minutes, just in case you realise you’ve anonymised the wrong person! (#awkward) However, it is worth pointing out it is a single undo. Therefore if you anonymize another user, it will be that user you can restore for 60 minutes.
Is that it?
Actually, not quite. There a couple of other options available, or will soon be available.
Firstly, there is the option to search in tickets and comments for text data which represents the user. It will remove the name and email from:
- Description
- Comments
- Custom fields
Secondly, there is the planed option (ie not available yet) to delete all the data for a given user. It is planned to remove all the data which the user created (ie their tickets and comments if they did not create the ticket)
The app still retails for the $1000 and if it is something of interest, please get in touch with the sales guys at Countersoft.
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