1. If any of the tickets we receive contain information as the examples below continue with the following steps.

   Open

   
   Open

   

2. Click New>Change>Change

3. Click Check All at the top corner and click Continue

4. On the New ticket: remove the sensitive information and select the appropriate options from drop-down menus for Month and Day of Birth and Last 4 SSN or Email and Mailing Address
   (See example below)

5. Save and Exit the new and edited ticket
   (Ticket must be assigned to AAA- Password Reset Queue, Category: Password Reset)

6. On the Original ticket: 

   1. Replace the reason with "PLEASE DELETE"

   2. Put the ticket's status as Reviewed

   3. Route to a staff member for deletion

   4. Save and Exit

7. Work on the New ticket appropriately.

If any chat logs the the full MMDDYYYY or MMDD of DOB with the last 4 of SSN or the full SSN, you will need to create a change and request the incident to be deleted

1. Create a new Change New > Change

2. Fill in the reason

3. Copy and paste the chat log from the incident into the history of the change

4. Note in the history that the Level 1 information has been changed and has been changed in the chat log
   If you mess up, create the change again as the ticket is not created until it is saved

5. Save and work on the change

6. In the description of the Incident, please write "Please delete" and route to a staff member for deletion