How do I enable the incident thread masking feature?
Environment:
Masking sensitive information in incident threads
Oracle B2C Service, All supported versions
Resolution:
Oracle B2C Service includes the ability to automatically mask incident thread content that matches common patterns, such as credit card, social security, and telephone numbers. When enabled, you can configure the patterns you want to mask and optionally display the last four digits of the masked values in the thread. In addition, you can define up to five custom patterns that will be masked when new thread entries are created.
It is important to understand that this masking feature is permanent not temporary. Technically speaking this form of masking is considered truncation, where all or a good portion of the digits/characters are replaced with Xs. Items that are masked cannot be "un-masked". The truncation occurs on the incident thread data itself.
Once incident thread masking is enabled, masking is automatic for credit card, social security, and telephone numbers in all new thread entries. Planning should be done prior to enabling, to properly configure what you want deployed. One turned on, all subsequent changes need to be deployed to take affect.
The incident thread masking feature is controlled by the THREADS_AUTO_MASKING_ENABLED configuration setting. Please note this is a hidden configuration and will need to be enabled by submitting a request to Oracle B2C Service Technical Support. Please contact your Oracle account manager for entitlement of this feature.
Notes:
- Enabling the THREADS_AUTO_MASKING_ENABLED setting does not mask existing incident threads. Only new incidents coming into the product will have their threads masked.
- Configuring Incident Thread Masking will deploy this feature on your entire site, not on a specific interface.
For additional information, refer to the following resources:
- Answer ID 9276: We have created a Custom Incident Mask but it doesn't appear to be working
- 'Masking information in incident threads' section in the Online Help User Guide documentation. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.
- To mask data received during a Chat interaction, see Answer ID 12499 Masking end-user PII and other sensitive information shared via Chat
