Deletion of data from a records work notes

[GChanner]

We are being asked by HR Employee Relations to remove Work notes entered on the wrong Case due to the sensitive nature of the notes.  We’ve done it once already and we are starting to see a pattern. I would like to understand how other organization handle such request as this will help me develop a process for these request.

Any feedback will be greatly appreciated.

Thanks

Garfield

[Chaitanya ILCR]

HI @GChanner ,

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check out these if they are what you are looking out for

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

[Tanushree Maiti]

Hi @GChanner 

Deleting sensitive information from a work note should be treated as an exception and handled manually.

In general, deleting entries from the audit log is not considered a best practice because it impacts the integrity and traceability of records.

However, since this case is related to security compliance, making an exception to remove the sensitive information is justified.

In my experience, I encountered a similar request on a client project where a user accidentally entered a password in a work note. In that case, we manually removed only the password while preserving the rest of the record.

I also believe it would be difficult, if not impossible, to reliably identify all patterns of sensitive information through automation, as sensitive data can be entered in many different formats.