Sensitive data in agent chat

[Brad Warman]

Hi all,

Our Service Desk have suddenly started seeing the sanitization of email addresses that customers send via agent chat. The message that accompanies the sanitization is "This message was sensitive and has been sanitized.". 

We haven't enabled this feature at all and when I search the sensitive data regexes, they are all set to inactive. Sensitive data detection is also disabled in the conversational interface settings. 

Any ideas on where else to search so that I can disable this?

Cheers,

Brad

[Lynda1]

What version are you guys on? Just asking so I know what to look forward to when we go to a newer version.

[Brad Warman]

We're on Utah Patch 7.

[Albert6]

Hi Brad. Did you find the cause of this issue? I'm getting this message: "You have inputted sensitive information and it has been cleared from the chat history". But sensitive data handler is turned off. 

[Brad Warman]

Hi @Albert6 . Unfortunately we couldn't identify the cause. ServiceNow took a copy of our production instance and did some testing from their end but they couldn't identify the cause either. They did confirm that all of our settings are correct and the filtering shouldn't be occurring. Our Service Desk haven't noticed it happening again since it first appeared so we are putting it down to a weird once-off issue for now.

[Mary Beth Hutch]

Did you ever find the cause of the sensitive data marking while the feature was disabled?