Working with Confidential People Records

This how-to article will help Administrators to modify a user's account to indicate their confidentiality status using TDAdmin. The user must have the TDAdmin access at the organization level to perform this modification.

Overview

People records can be marked as Confidential, which hides them from unauthorized users in the client portal and warns TDNext users that the record is Confidential. 

A record may need to be marked confidential by request of the user or if a GDPR request is received. Marking their user/customer record confidential prevents any of their personal information from being accessible by other users or site visitors who do not have TDNext + People app access while signed in.

Marking a Record as Confidential

The Confidential setting can be modified in each of the places where a people record can be created or edited, except for the My Profile settings of the Client Portal.

Use one of these approaches to set the Confidential value on a record: 

• Update your People Import process to mark the appropriate records as Confidential using the Is Confidential column. 
• Update any integrations creating or updating people using the API to use theIsConfidential property on the user objects. 
• Have Technicians with the “Create and modify individuals in the People database” permission mark people as Confidential in TDNext by navigating to the People application > selecting the user, and then checking the This person is confidential checkbox on the Edit Person page. 
• Have Administrators mark people as Confidential in TDAdmin, by navigating to Users & Roles > Users > and selecting the user, then checking the This person is confidential checkbox on the Edit Person page. 

Confidential People in the Client Portal

When a person record is marked as Confidential, they will be protected in the Client Portal unless the logged in user has an appropriate reason to access them (see below): 

• The Person Details page will be completely hidden for Confidential people. If an unauthorized person attempts to open the person's Person Details page, they will see a Person Not Found page. 
• Person typeaheads and lookups such as the Requestor field or a Person Custom Attribute will omit Confidential people. 

The following types of user relationships are excluded from the filtering above: 

• A Confidential user can see their own user record in the Person Details, typeaheads and lookups. 
• TDNext users with the People application can see Confidential people in the client portal. 
• Users can see their own manager and the people they manage in the client portal, even if they're marked as Confidential. This is based on the Reports To field. This will cascade up and down the hierarchy. For example, if User A manages User B and User B manages User C, then User A will be able to see User C and vice versa, even if they are marked as confidential. 
• Users who manage a group or a resource pool can see Confidential members of that group or resource pool. 
• Users who are on a project or project request together can see the Person Details page, even if the person is Confidential, but this relationship does not apply to typeaheads and lookups. "On a project or project request together" includes the following roles:
  • Project Request Requestor 
  • Sponsor
  • Evaluator
  • Project Resources/Team Members
  • Project Manager, Alternate Project Manager, Workspace Owners
  • Portfolio Manager 
  • Contacts
  • Stakeholders

Confidential People in TDNext

When a person is marked as Confidential, their user record will be flagged in TDNext for heightened visibility, using a red "Confidential" badge. 

This will be visible in the following areas: 

• The list of People in the People application.
• The Person Details page.
• Requester and Owner cards on Tickets, Assets, and CIs.

Confidential field data can also be included in reports with columns such as Requester is Confidential or Owner is Confidential.