Does ServicenNow supports email encryption?

akashbodake
Tera Contributor

‎12-12-2023 03:16 AM - edited ‎12-12-2023 03:27 AM

 

  1. Are Servicenow case emails encrypted?  If so, does this happen automatically or does the sender need to do anything to ensure encryption? 
  2. If the HR agent emails a document containing PII or SPI from the case, will the attachment be automatically encrypted? 
  3. If the attachment is not automatically encrypted, does SN support sending the document that’s been encrypted using WinZip? 
  4. In addition to the encryption methods, would there be any issues with password protected documents?
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Dr Atul G- LNG
Tera Patron
Tera Patron

‎12-12-2023 03:21 AM

Hi @akashbodake 

 

It's not SNOW , its SN or ServiceNow. 

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Astik Thombare
Tera Sage

‎12-12-2023 03:29 AM - edited ‎12-12-2023 03:29 AM

Hi @akashbodake ,

 

Encryption of ServiceNow Case Emails and Attachments

 

Generally, ServiceNow case emails are not automatically encrypted. However, there are options and configurations that can enable encryption for specific scenarios:

 

1. S/MIME Encryption:

  • ServiceNow supports S/MIME encryption for both inbound and outbound emails.
  • Sender's responsibility: The sender needs to have their own S/MIME certificate and configure ServiceNow to use it.
  • Recipient's responsibility: The recipient also needs to have an S/MIME certificate to decrypt the email.

2. Encryption for Sensitive Data:

  • ServiceNow allows marking specific fields in case records as "sensitive."
  • Automatic encryption: When sending emails containing these fields, ServiceNow can automatically encrypt the relevant parts of the email.
  • Recipient access: The recipient needs appropriate access permissions to decrypt the sensitive data.

3. Encryption for External Attachments:

  • ServiceNow doesn't directly encrypt external attachments like documents.
  • Sender's responsibility: The sender can use tools like WinZip to encrypt the document before attaching it to the case.
  • Recipient's responsibility: The recipient needs the decryption key or password to access the document.

Regarding password-protected documents:

  • Accessibility: While password protection adds another layer of security, it can also create access difficulties for authorized recipients who might not have the password.
  • Alternatives: Consider using ServiceNow's built-in encryption options for sensitive data or sharing the password securely through a separate channel.

Overall:

  • ServiceNow provides flexibility in handling email encryption, but it's not automatic by default.
  • Choosing the appropriate method depends on factors like your organization's security policies and recipient capabilities.
  • Always prioritize secure communication methods for sensitive information.

Additional Resources:

Please mark ✅ Correct if this resolves your issue, and also mark 👍 Helpful if you find my response valuable based on its impact.

 

Regards,

Astik Thombare