Verify Changes to Incident Thread Masking in a Test Incident
Testing the accuracy of masking configurations in a test incident thread is an important security procedure.
Though securing the customer’s personal assets is the most compelling reason to test with incidents, the integrity of your incident information is also at stake. Because incident thread masks apply globally to all incident threads, we strongly recommended that you test the deployed masking configurations in a series of incident thread entries and verify that your masks apply to saved incident entries and incident emails the way you intend. This procedure is for testing purposes only.
- Create a test incident.
- Associate a test contact with the incident.
- Add a new customer entry, response, and private note. In each entry, enter text that both matches and closely matches the mask patterns you have deployed. For example, enter 123-45-6789 and 123-45-67890 to test the social security number system mask. Add other examples of text that match and closely match each of the mask patterns you have deployed.
- Click Save.
- Verify that only the appropriate patterns were masked in the incident thread and in the email response.
What to do next
If you need to make further changes to your masks, you can return to the Incident Thread Masking editor.