Disclose a record to support

When fepli's support is to look into a participant, disclose their record for a limited time. If your tenant encrypts, your browser hands over the record's key with it, so that support can read the names.

Prerequisites

Account type admin in an installation with several tenants.
If your tenant encrypts: access to the encrypted data, with a passkey that unlocks (Set up access to encrypted data).
The first time: the support person has selected Present support key in your tenant and is on the phone.

Steps

Select Participants.
Enter the name in the search field, e.g. Alex Beispiel.
In the participant's action menu (⋮), select Release to support.

The **Participants** list with the action menu.

If the dialog shows “Your browser is not unlocked. …”, select Unlock and confirm with your passkey.
If the dialog shows “No support key is confirmed for this tenant yet. …”, select Compare emojis next to the support person's name.
Read the 7 emojis out to each other. If all match in the same order, select They match, then Close. If one differs, select They don't match.

Disclose record to support

Makes the record readable in plain text for global admins during the chosen period.

Alex Beispiel14.03.20167Kq3N9ZfW2xRbT4mPcVhLs

No support key is confirmed for this tenant yet. The disclosure therefore only lifts the mask: support sees “Kind K7Q2”, not the name. Is the person on the phone? Compare the emojis once; after that your browser hands over the record’s key.

Charlie BeispielB71C 04E9 5A2D 9F36 E180 7C4BCompare emojis

CancelDisclose

Compare emojis

Do these emojis match the ones Charlie Beispiel sees, in the same order?

🦋Butterfly
🔑Key
🚲Bicycle
🍕Pizza
🌙Moon
🎸Guitar
⚓Anchor

Compare on the phone or side by side, not by email or chat.

They don't matchThey match

The first time: the comparison with the support key of Charlie Beispiel.

Check that the dialog shows “With the disclosure, your browser hands the key of this record to support (…)”.
Select the Disclosure period, e.g. 14 days.
Select the Scope: Core data only or Complete record.
Enter the Reason, e.g. support ticket #4821.
Select Disclose.

Disclose record to support

Makes the record readable in plain text for global admins during the chosen period.

Alex Beispiel14.03.20167Kq3N9ZfW2xRbT4mPcVhLs

With the disclosure, your browser hands the key of this record to support (Charlie Beispiel). One key opens the whole record. When the disclosure ends, it is deleted; what support read until then stays read.

Disclosure period

7 days21.03.202714 days28.03.202730 days13.04.2027Until the end of the season27.08.2027

Scope

Core data onlyName and date of birth. Contact details and notes stay masked. Encrypted fields are opened by the record’s key in both scopes.Complete recordAdds email, mobile, editing notes and payment details.

Reason · is logged

support ticket #4821

The disclosure and every access are logged. You can end it at any time from the row menu.

CancelDisclose

The dialog with the record's key.

Result

“The record is now disclosed to support.” appears. Support reads the record until the end of the period, the encrypted details in its own browser. The log records Record disclosed to support.

To end the disclosure earlier, select End the release now in the action menu. fepli then deletes the key support received.

If it does not work

Problem	Remedy
Release to support is missing from the action menu.	The installation has only one tenant, or you are not an admin of the tenant. If the menu shows End the release now, the record is already disclosed.
The dialog names no support key and no person.	Support has not presented its key in your tenant yet. Ask the person to select Present support key, and open the dialog again. You can also compare under Access requests (Confirm an access request by comparing emojis).
You disclose without unlocking despite the note.	The disclosure only lifts the mask: support sees the pseudonym, e.g. “Kind K7Q2”. End the disclosure and disclose the record again after unlocking.
“The dialog does not name exactly the record decrypted above. …”	Nothing was disclosed. Close the dialog, open it again from the participant's action menu, and contact fepli if the message stays.
“The record’s key could not be handed over. …”	Nothing was disclosed. Close the dialog and open it again.

Prerequisites

Steps

Result

If it does not work

See also