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    Pavol Procka
    GDPR v Archived Incidents
    Topic posted July 6, 2018 by Pavol ProckaGrand Master 
    118 Views, 8 Comments
    Title:
    GDPR v Archived Incidents
    Content:

    Hi,

    I am wondering whether anyone is battling the same issues we are. I had a similar topic posted before, was given tips that still require further development, however since GDPR is active now, I hope that more people would be dealing with the same.

    A part of the new GDPR regulation is SAR (Subject Access Request) - where the customer has the right to request all communications between us and him. We are struggling with an automated way to export the Archived Incidents. The solution Oracle provides is not really usable as we must provide the communications in a clear and readable format to the customer and that is not how we can get them from OSvC (unless manually copy/pasting from the archived incidents which is very lengthy and mistake prone).

    1. The archived Incidents report does not return the incidents in a logical order (at least I am failing to see the logic). They are not sorted by the dates. As you can see on the attached screenshot, incidents from 2015 are in between of incidents from 2016 etc.

    2. We can export the incidents 100 at a time (I could live with that) but they are not in a user-friendly format. The files are xml files and a further custom piece of SW would be needed to translate these. In my opinion, Oracle should be able to provide this functionality completely. We have built a tool to do this in-house but it does not seem to be really reliable (I returned it to our dev. team and waiting).

    I understand that there is no point raising this as a tech support issue, as Oracle would probably say it is working as designed.

    I am though sure that since GDPR is in action, other OSvC customers must be having the same or similar requests and was wondering whether anyone would be willing to share how they deal with it?

     

    Many thanks

    Pavol

    Image:

    Answer

     

    • Sebastiaan

      Hi Pavol.

      I have not yet had to deal with this but I think (for reporting) you could create your own report and sort on archived_incidents.created
      This might still not allow you for easy export but I have read some posts on mass exporting archived incidents on the forum. A temporarely alternative might be to work with a pdf printer. 

      Another way to see all incidents created by a contact including the archived ones is to make a table joint between archived_incidents.c_id and contacts.c_id (I only tested if the joint is possible and that seems to be possible).

      I have not heard any requests made by customers from my customers (government orgs) and hopefully the GDPR ideas in the lab that are in progress are making it soon into production.

    • Rajan Davis

      Take a look at Sebastiaan's recommendation.

      I am not sure if the reporting limits how many archived incidents you can pull but if you want a bit more control, I would look at using the REST API and using the queryResults endpoint.

      If I am not mistaken, you should be able to retrieve up to 20,000 objects per request; I don't have access to any interfaces that house archived incidents, so I can't really test to see how many archived incidents can be pulled.

      Additionally, by running a ROQL query, you can sort the results by date.

      You would still need to convert the JSON data that is extracted into the format that you wish, but I can provide an example of how to do this.

    • Laurie Buxton

      You may also want to read through this post: Is it possible to export Archived incidents to a readable format?  for additional ideas.

    • Pavol Procka

      Hi guys, thanks for your input. Unfortunately, I personally am not skilled enough to know what to do with it, but will definitely pass this onto our developers. Hopefully it will make more sense to them :)

    • Sebastiaan

      I talked to Bastiaan about this as it triggered my interest.

      He told me that if you want to present archived and non archived in a single report you would need a UNION join which unfortunately can only be done in a dashboard or through custom script.

      I experimented a little with php but run out of time. Maybe the group_concat or php array_column() could be of assistance here.
      (I only tested briefly)

    • Pavol Procka

      Sebastiaan, yes, the report does bring them in the chronological order. Thanks for that! I still am struggling in mass exporting them to the user-friendly format which is my biggest pain at the moment. As mentioned above, hopefully our dev. team will be able to work of this.

    • Pavol Procka
      Sebastiaan said:

      I talked to Bastiaan about this as it triggered my interest.

      He told me that if you want to present archived and non archived in a single report you would need a UNION join which unfortunately can only be done in a dashboard or through custom script.

      I experimented a little with php but run out of time. Maybe the group_concat or php array_column() could be of assistance here.
      (I only tested briefly)

      View original

       

      Thanks again. I do not really need to get the non-archived and archived in one report (although that would be the sweetest). I have no problem with exporting the non-archived, there I was able to make the report myself.

      The main goal here is to get the archived ones exported in the readable format. Btw. what was it you meant with using the PDF printer?

    • Sebastiaan

      Yeah, in that case you could use a dashboard. Yes, that was what I meant with the pdf printer but through API would be easier (and quicker) and I have seen some good topics about this on the forum.

      A quick search on +export +archived +api gave me: