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incident thread masking - (when incident is solved)

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edited Jun 8, 2018 7:24AM in Agent Desktop 4 comments

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Dear community,

​we have the task to mask credit card information in incidents. Therefore, I already tried the "incident thread masking" feature.
​Somehow it seems like the function is replacing the credit card number directly when an incidents gets into the Service Cloud.
​Is there a possibility so set a configuration for the thread masking, that the sensitive Information gets masked when the incident status changes from unsolved to solved?
Otherwise it would be not possible for the service agents to work with the already masked information.

​Thank you in advance and have a nice weekend!

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