Configuring confidential questions in a questionnaire
As a catalog administrator or an internal supplier, you can set User Generated questions as confidential to restrict unauthorized users from viewing answers that contain confidential information.
HR cases (and specifically, Employee Relations cases) usually contain sensitive personal data and documents that must be protected to comply with regulations. Examples of information that needs to be kept confidential are home addresses, gender identity, medical attachments, and compensation-related information. To facilitate secure and compliant handling of this information, you can configure questions as confidential and allow users to share information or submit attachments that can only be viewed or downloaded by entitled users.
Scenario for creating confidential questions in a questionnaire
The following scenario describes the need for creating confidential questions:
Penny is a catalog administrator. She is responsible for creating and managing HR services that originate from BMC Helix Business Workflows.
Penny needs to create a bonus compensation service. In Penny's company, the bonus compensation depends on an employee's salary and years spent with the company, so Penny has to create a questionnaire with confidential questions. When Penny sets certain questions as confidential, she knows that answers to confidential questions will be available only to the service requester and authorized users.
Before you begin
The following conditions must be met before you can create confidential questions:
- You must have the Helix Platform connector configured.
- Create a workflow that includes the Create Ticket action.
- Configure the Create Ticket action to use text input variables—the variables to be automatically added to the questionnaire.
- For the added workflow, add a questionnaire.
Setting questions as confidential
In the Question Designer, you can flag any question type as Confidential, as shown in the following screenshot:
For details about question types, see Adding-questions-to-a-questionnaire.
When you have created a questionnaire with confidential questions, associate its workflow with a service, and perform all other steps to make the service available to end users. For details about how to do this, see Adding and updating services.
Who can see the confidential questions
End users who submit a service request can see confidential questions as shown in the following images:
Unauthorized users cannot view confidential questions.
End users experience in BMC Helix Digital Workplace
The following users can view confidential questions and answers in BMC Helix Digital Workplace end user console:
- Service requester
- Users on behalf of whom a service is requested (OBO users)
- Users impersonating other user's view
The following users can view confidential questions and answers in BMC Helix Digital Workplace only if they have the has confidential data access permission in BMC Helix Business Workflows:
- Users approving a service request
- Users assigned as alternate approvers of a service request.
Confidential questions and answers are not displayed in BMC Helix Digital Workplace to users without has confidential data access permission in BMC Helix Business Workflows. For more information about granting confidential data access in BMC Helix Business Workflows, see Designating case data as confidential.
Administrators experience in BMC Helix Business Workflows
Catalog administrators cannot view confidential questions in details of services in the Service Request report. For more details about the Service Request report, see Reviewing the status of service requests.