Multi-part encrypted messages for support of sensitive systems

1. A method of handling encrypted messages, said method comprising:

generating a multi-part encrypted support message responsive to a request therefor;

said generating comprising:

inputting a base message;

identifying two or more spans of sensitive information;

visually suppressing the two or more spans of sensitive information;

said visual suppressing comprising visually replacing the two or more spans of sensitive information with a redaction notation, wherein the redaction notation comprises a visual indication of a type of information that has been redacted, and a visual indication of a reason for redaction;

appending at least one redaction message which relates to the redaction notation, the at least one redaction message containing data redacted from the two or more spans of sensitive information and being encrypted for subsequent opening via at least one key; and

removing, via decryption, the redaction notation from at least a subset of the two or more spans of sensitive information responsive to receiving a request for access to the sensitive information within the at least a subset of the two or more spans of sensitive information; wherein the at least one subset is less than all of the two or more spans of sensitive information.

2. The method according to claim 1 , wherein said visual replacing comprises coding the two or more spans of sensitive information with a beginning point, an end point, and an indication of a type of sensitive information being visually suppressed.

3. The method of claim 1 , wherein visually suppressed spans that replace redacted sensitive information are coded to indicate to a service technician viewer a particular category of encrypted sensitive information visually suppressed, wherein categories of sensitive information comprise sensitive information required by law to be minimally exposed to third parties and sensitive information that the service requestor additionally requests to be shielded from third party viewers.

4. The method of claim 1 , wherein the at least one key is only available to a support technician viewer who initially received said support message.

5. The method of claim 1 , wherein more than one service technician viewer receives the support message and all viewers are able to request the at least one key.

6. The method of claim 1 , wherein the at least one key can only be used for the redaction message it corresponds to and can only be used during an active computer session of a support technician viewer.

7. The method of claim 1 , wherein the at least one key can be used more than one time by a support technician viewer.

8. The method of claim 1 , wherein each request for the at least one key is logged into a log server.

9. The method of claim 1 , wherein each request for the at least one key is encrypted.

10. The method of claim 1 , wherein a support technician viewer, upon noticing the presence of additional sensitive information that was not visually suppressed in the support message, requests a log server to redact such additional sensitive information in the future and the log server will redact the additional sensitive information for all future views of said support message.

11. The method of claim 1 , wherein a support technician viewer sends a message to a log server that certifies a particular message contains no sensitive information, whereby a certification is logged, and the log server provides the service technician viewer with a copy of a log.

12. An apparatus comprising:

at least one hardware processor; and

a computer readable storage medium having computer readable program code embodied therewith and executable by the at least one hardware processor, the computer readable program code comprising:

computer readable code configured to generate a multi-part encrypted support message responsive to a request therefor, via:

inputting a base message;

identifying two or more spans of sensitive information;

visually suppressing the two or more spans of sensitive information;

said visual suppressing comprising visually replacing the two or more spans of sensitive information with a redaction notation, wherein the redaction notation comprises a visual indication of a type of information that has been redacted, and a visual indication of a reason for redaction; and

appending at least one redaction message which relates to the redaction notation, the at least one redaction message containing data redacted from the two or more spans of sensitive information and being encrypted for subsequent opening via at least one key; and

removing, via decryption, the redaction notation from at least a subset of the two or more spans of sensitive information responsive to receiving a request for access to the sensitive information within the at least a subset of the two or more spans of sensitive information; wherein the at least one subset is less than all of the two or more spans of sensitive information.

13. The apparatus of claim 12 , wherein said visual replacing comprises coding the two or more spans of sensitive information with a beginning point, an end point, and an indication of a type of sensitive information being visually suppressed.

14. The apparatus of claim 12 , wherein in said generating step visually suppressed spans that replace redacted sensitive information are coded to indicate to a service technician viewer a particular category of encrypted sensitive information visually suppressed, wherein categories of sensitive information comprise sensitive information required by law to be minimally exposed to third parties and sensitive information that the service requestor additionally requests to be shielded from third party viewers.

15. The apparatus of claim 12 , wherein in said generating step the at least one key is only available to a support technician viewer who initially received said support message.

16. The apparatus of claim 12 , wherein in said generating step more than one service technician viewer receives the support message and all viewers are able to request the at least one key.

17. The apparatus of claim 12 , wherein in said generating step the at least one key can only be used for the redaction message it corresponds to and can only be used during an active computer session of a support technician viewer.

18. A computer program product comprising:

a non-transitory computer readable storage medium having computer readable program code embodied therewith, the computer readable program code comprising:

computer readable code configured to generate a multi-part encrypted support message responsive to a request therefor, via:

inputting a base message;

identifying two or more spans of sensitive information;

visually suppressing the two or more spans of sensitive information;

said visual suppressing comprising visually replacing the two or more spans of sensitive information with a redaction notation, wherein the redaction notation comprises a visual indication of a type of information that has been redacted, and a visual indication of a reason for redaction; and

appending at least one redaction message which relates to the redaction notation, the at least one redaction message containing data redacted from the two or more spans of sensitive information and being encrypted for subsequent opening via at least one key; and

removing, via decryption, the redaction notation from at least a subset of the two or more spans of sensitive information responsive to receiving a request for access to the sensitive information within the at least a subset of the two or more spans of sensitive information; wherein the at least one subset is less than all of the two or more spans of sensitive information.