Encryption (Attachments)

Encryption is especially important in today's security conscious environment. Many of the problems that users experience involves sensitive corporate data like sales forecasts, planning documents, salary spreadsheets, competitive analysis, etc. Because these users are concerned about the data being accessed by prying eyes, they insist that senior support staff visit them to solve their problems. This time away from the help desk is increasing everyone’s workload.

HelpSTAR guarantees that sensitive information can be sent to the help desk in complete confidence. Requesters can ensure that their corporate data stays secure by encrypting attachments with the most advanced cryptographic technology available. These attachments can only be decrypted by the employees for whom they are designated – no one else!

Requesters with problems relating to corporate data can send files to the help desk with total confidence. Only the support reps whom they specify will be able to view these files so that sensitive information remains secure.

Note that only users who have set an encryption passphrase can be designated as recipients of encrypted files.

When files are attached to service requests they are shown under an "Attachments" tab. A lock under the "Encrypted" column indicates that a file is encrypted, and the "Encrypted to" column shows the users who have been designated as recipients of the attachment.

A recipient can double-click on an attachment to decrypt it. A form will be displayed for the recipient to enter his passphrase, as shown below.

Note that encryption can be enforced for all HelpSTAR objects (i.e. system-wide) or just for selected objects (e.g. service requests). If encryption is enforced, then all attachments must be encrypted by users. If encryption is not enforced, then users can encrypt attachments whenever they feel it is important.

In order to enable encryption, a HelpSTAR administrator must designate at least three users as Trustees. These are required because users may need to replace forgotten passphrases. Trustees are also able to decrypt other users' attachments - a function that may be needed if the creators and recipients of encrypted attachments are absent or leave the organization. Note that at least two trustees are required to decrypt other users' attachments and HelpSTAR keeps a log file for all decryptions performed in this manner.