Email encryption¶

S/MIME identities, recipient certificates, and policies control signing, verification, and encryption.

Overview¶

This page explains how to use Email encryption and describes its main effects. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.

Typical workflow¶

Save an encryption policy. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
Import your own identity. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
Import a recipient certificate. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
Activate or deactivate a key. First check which existing records or users are affected. Where possible, deactivate entries instead of deleting them permanently.
Delete a key. First check which existing records or users are affected. Where possible, deactivate entries instead of deleting them permanently.
Distinguish between incoming and outgoing policies. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

Notes¶

Visible menu items and actions depend on the signed-in agent’s group and program permissions.
Deactivated entries are often retained for existing tickets and reports, but are no longer available for new assignments.
After making changes, test at least one realistic use case with a user in the affected role.