Parallels H-Sphere Documentation System Administrator Guide

 

PGP Encryption in Trouble Tickets

 
 

Related Docs:   Support Center Configuration Providing Customer Support

Last modified: 27 Dec 2007

 

WARNING: This documentation covers Parallels H-Sphere versions up to 3.1. For the latest up-to-date Parallels H-Sphere documentation, please proceed to the official Parallels site.

PGP encryption mechanism is implemented in H-Sphere trouble ticket system to encode and decode secure parts of TT messages.

PGP encryption is implemented on the basis of the Cryptix package. Cryptix is a Java implementation for OpenPGP. Cryptix jar files should be located in the ~cpanel/java_rt directory and their names should be included into CLASSPATH:

cryptix-jce-provider.jar
cryptix-message-api.jar
cryptix-openpgp-provider.jar
cryptix-pki-api.jar
cryptix32.jar

Generating PGP Public Key and PGP Private Key

To generate a pair of PGP public and private keys, use any PGP encryption program. Or, you may use the KeyPairGenerator Java tool integrated into H-Sphere:

java psoft.hsphere.tools.KeyPairGenerator
   -i "This is a main identification string"
   -s "identification_string_for_ subkey"
   -e "PGP_Code_Phrase"
   -prf "/path/PGP_Private_Key/file"
   -pcf "/path/to/PGP_Public_Key/file"

Enabling PGP Encryption In Your Support Center

Set PGP Private Key and PGP Code Phrase in the Settings/Tech Support menu in the admin panel to be able to decode encrypted texts directly from TT Administration Center.

Encrypting Texts With PGP Public Key

PGP Public Key should be made available to customers to encrypt their messages.

Information may be encrypted by means of the PGPEncrypter Java tool in H-Sphere:

java psoft.hsphere.tools.PGPEncrypter
   -m "This is a message to encrypt"
   -f "This is a file where encrypted phrase will be saved"
   -k "/path/to/PGP_Public_Key/file"

Using Encrypted Parts in Trouble Tickets

The following example represents the completely formed message with encrypted information:

information is beyond -----BEGIN PGP MESSAGE-----
Version: Cryptix OpenPGP 0.20030205

hQEOA/d04g5fFsn0EAP+LZ+xiV66LWcK/xoRd7aFvUiSnJOZD57hiuACvccPPc2A
eOFELnqdnOcbabXbsG7W7YfYCYfGQzqesOeTfxoO/EX0tB9WGHZ45pZfBYRJC517
F4Olfg0+KES5l1/oEaGgy77jzSPAYfsYDOYnrKW2f0ldIBAk37MnjY4Uk+09I6oD
/3FJxlEF4p2G4lZ1tAFJAHAdgN1TivZQ3cJ24fTd0sFzRbuo2GeirF7jC35Rl7hN
vDwCnqNWIPMpHrs4uAO0svD/nKSDML+LIPCoK9YUr+NKj1ECUyXIAzfNK0Oo8nyN
foNzqe3zfY0148yL0gYtDrKR8SPa+ILQv/30Ke7lr1YdpCo9H+U4dLUBNRLkNveK
Ls9MyuleAd20M0Hlm0mxAMGEK2avjHj0dU+PDi8=
=fHh9
-----END PGP MESSAGE----- the invisible

In the CP trouble ticket center this message will be displayed as:

information is beyond ----BEGIN PGP MESSAGE----secure information----END PGP MESSAGE---- the invisible.

In order to read the encrypted information, click on the link Click here to access encrypted information. Decrypted information would appear in a separate window.

The ticket's encrypted part would not be revealed in the reply message received by the customer:

======== CUT HERE =========
Your support request was answered:

Created: Feb 11, 2004 3:27:45 PM
Last Mod: Feb 11, 2004 3:28:02 PM

Assigned To: admin(Admin Account1)


[Feb 11, 2004 3:28:46 PM]
A: Hello
-------------------------------------------------------

[Feb 11, 2004 3:27:45 PM]
Q: information is beyond | secure information | the invisible.

To learn more about encrypted messages in trouble tickets, please refer to the Providing Customer Support documentation in Administrator Guide.


Related Docs:   Support Center Configuration Providing Customer Support



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