Using Traceless with Service Now

How Traceless works within ServiceNow

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Written by Gene Reich
Updated over a week ago

Overview

Welcome to Traceless! We built this tool to secure exchanges between your support staff and your customers. Most support requests have two common traits:

  • The need to verify the customers identity to ensure the request is authentic

  • The need to transfer sensitive information that shouldn't be stored in email, chat transcripts, Slack, database logs, text messages, etc.

Before you use the app

Ensure you have completed the steps to integrate Traceless into your ServiceNow Instance. You should have received documentation for how integrate during or after signup.

After Integration

Depending on how your team has chosen to integrate Traceless into ServiceNow, where you use the app may vary.

The Traceless UI may appear as a tab in the Case or Incident view, typically called Traceless.

The Traceless UI may also be available via a workspace as a button which will open a new tab or popup to the same UI as shown above.

Using the app

Teams that have successfully implemented Traceless have culturally focused first on the why as opposed to the how. Our goal is for our tool to be very user friendly and intuitive, getting your service team to change workflows will likely be the greater challenge.

While most MSPs have multiple ways of sending data to their customers, most are not secure and leave data at rest in storage and few integrate directly with ServiceNow. There are many types of sensitive data. The most common sensitive data that is sent to customers are credentials. Because the data varies between customers and companies, the "Private Data" field in the UI is a text box and your support staff can input any text that is required before generating a trace (our term for a secure link).

Using the MFA Challenge

The MFA Tab will allow you quickly authenticate the customer you are communicating with via SMS, Duo, MS Authenticator (coming soon), comments on the ticket, or email. When clicking on the tab a short code will automatically be generated that can be sent to the customer. The customer's contact information will automatically populate in the pulldown form next to the SEND CODE button. Once you have selected the way to send the code, clicking the SEND CODE button will relay that code to them. Once they have communicated the correct code back to you, you can simply click the MARK AS VERIFIED button which creates a work note in the Case that you have authenticated their request and may proceed.

The code is sent to the customer.

They can view it on their phone or alternate device and respond with the same code.

A work note is created noting that the customer was sent the code, and finally that they were able to verify the code, completing the challenge.

Sending Secure Data

The app defaults to the SEND SECURE DATA tab. The default text is generated by the various password generator options provided. Any text can be put into this text field. It will accept any text up to 10,000 characters. You can change the password presented by either clicking the SEND SECURE DATA tab again, or by selecting a different password generator.

If you would like to require a passcode to access the trace, please enter it in the Optional Passcode field below the text box. This Passcode is unique to each trace created... Some teams choose to use the MFA code generated via the MFA tab as the passcode for the trace.

Every trace expires after a set amount of time. Once the trace expires, the secure data is gone. Some customers prefer to have longer durations to avoid having to generate traces again due to customer delay on viewing the secure data.

Once you have decided which method to use, you can hit the GENERATE LINK button in the Traceless Pod.

The app can send traces in many ways.

  • Send an SMS number to the mobile number that is associated with the contact on the ticket

  • Send an email via the service ticket to the contact on the ticket

  • Send an email directly to the contact on the ticket

  • Send to alternate SMS number (This is only recommended if your staff has validated the identity of your customer via other means)

Please note that if you are going to send via the service ticket, the contact must be checked in the Send Notes as Email pod of the ticket. Then save prior to sending data.

Audit Trail

In every transaction, the Traceless app will attempt to create an audit trail by logging your staff actions and the user's actions in the ticket. All methods of sending and verifying are recorded in the ticket as a work note. Once the customer views the data, the ticket is updated to indicate that the data has been viewed. If choosing to communicate

Using Traceless Email Servers

If you want to send secure data directly via your customers email addresses, you must add SendGrid to your SPF records. You can find those directions here: https://sendgrid.com/docs/glossary/spf/

Preferences

Preferences can be set in your settings page found at traceless.io/settings. All settings default everyone in the organization. If you'd like to allow individual users to have their own workflow, please enable the preference: User Session Based Pod Preferences Per User Memory Settings Enabled. Per user memory saves the last pod settings used. This is stored in each users local browser cache.

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