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Documents (or other items) attached to objects, such as Service Requests, in ServicePRO can be encrypted. Encrypting attachments ensures that only those authorized to review the information in the attachment, can do so. Encryption Settings for your Help Desk are managed here.

From the Configuration tab, click on the Encryption option.

The following window appears:

Encryption Settings

Trustees

A trustee is a privileged user who can decrypt any file in ServicePRO with the aid of another trustee.

Enforce Encryption

By checking the boxes beside objects here, users who attach items to these objects will be required to encrypt them.

Select the objects, if any, that your help desk requires encryption.

Passphrase Indicate the minimum number of characters required for encryption passphrases. Obviously, the longer the passphrase, the more secure your encrypted files will be. Users will be required to enter this passphrase for each encrypted file they are authorized to open.Setting an Encryption Passphrase Before you can encrypt a file or be selected as a trustee, a passphrase must be set. To increase security, the passphrase is in addition to the password required to log in to ServicePRO.

User Options - Setting an Encryption Passphrase

Encrypting Attached Files When encryption setup has been completed, file attachment encryption can take place.

Encrypting Attached Files

Decrypting Attached Files

Trustee Decryption On occasion, it might be necessary to decrypt a file when none of the selected users for whom the file was encrypted are available for example, when an employee leaves the company.

Decrypting files in this situation is called Trustee Decryption and requires a minimum of two trustees.

NOTE:If you have specified that a minimum of 3 trustees are required to decrypt the file, then your form will feature with three frames, requiring 3 trustees to enter their information.

Forgotten Passphrases If you forget your passphrase, you can create a new one with the assistance of two trustees.

Changing Trustees To change a trustee, you must have the assistance of another trustee.

Tips and Best Practices Ensure that you have at least three trustees who will not lose or forget their passwords. If an attachment is encrypted, the file will not be recoverable if you do not have the appropriate number of trustees to decrypt the file.

More here:
Encryption - servicepro.wiki