Hi Andres,

Hope you’re doing great and staying safe!

If a user’s profile and his associated data is no longer required to be present in the system, we can have this done by the use of “Forget User”.

If a user (i.e. An Agent or a Requester) needs to be forgotten, you can follow the below steps. Please note that this process can be only carried out by the admin:

• The admin can visit the respective user’s profile page and select the option ‘Forget User’.

• On selection of the option, a popup is displayed informing the admin of resulting actions and dependencies. 

• On an affirmative action from the admin, the first step is to delete PII. This data is replaced with a tag called ‘Forgotten User'

The only difference here with regards to an Agent vs a Requester is that:

For Requesters : The system will check if the Requester was involved in any core helpdesk related activities like Approvals, Change requests, etc. If there are no core helpdesk activities, all related data such as tickets, notes and chats will be deleted. Core helpdesk activities of the ‘Forgotten user’ identified by the system will be retained.  

For Agents : None of the helpdesk related items will be deleted, activity data will be retained as is

Warm Regards,

Pranav B