Password-protected file attachment is a new enhancement released with 11128 builds of ServiceDesk Plus. 

No matter how big or small your business may be, there are critical documents that need to be secured, not many organizations manage their business applications on individual servers. In scenarios when multiple applications are handled on a single server, exposing the server to several departments and users are high. There is always a chance of human error, like modifying critical files, accidental sharing of the files, deleting files, etc. 

In ServiceDesk Plus, all file attachments, attached on Request, Problem, Change, Project, Purchase, Contract, etc get added as entries in the database and the actual files are stored on a physical server. Anyone who has the permission to log in to the server can see the all helpdesk instances attachments. The new password protection feature will encrypt attachment files and store them as a .zip file with an encrypted key. If the attachment is accessed via the application interface, ServiceDesk Plus will decrypt and show the attachments. However, if you try to view the attachment directly from the server, it may prompt you to enter the password, it is secured in the server-level access. These passwords will be encrypted and stored in the database. This will prevent security breaches over the server data.

Admin tab >> General >> Security Settings 

Password Retrieval

In case of any encryption failures or to see/reset the current password. Admin/Instance owner can log in to ServiceDesk Plus perform the required action on the Admin tab >> General >> Security Settings.