How can I remove sensitive data from an Incident?

[Bill_Ymr_61]

Still a noob with ServiceNow, so please bear with me. 

I had someone enter a password into "Additional Comments" and sent an email from the incident with the password in it.  I have been able to remove the password from the email, but cannot seem to figure out how to remove it from the Activity tab in the incident.

[Allen Andreas]

Hi,

Ultimately, you'd need to go to the record itself, right-click gray header area, go to History > List, find the additional comment with the verbiage you want to remove, click that to open the record, right-click the section, usually this is in "old", but it may be elsewhere, choose Configure Dictionary, you'd need to add write ACL privilege to change it, edit it, then remove ACL.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Bill_Ymr_61]

I gave that a try with the "admin" role on the ACL, and it will let me type in the field, but when I save it reverts back to the original entry.

[Allen Andreas]

You need to copy and paste it from old (value) in to the new (value), but remove the censored part you need. Then save.

Basically take whatever is there, from whatever field, paste it in to the new equivalent, change the wording as you see fit.

Thanks!