In the event that a client responds to the Send Forms system email:
When a client does this, they are sharing their own PII with the help desk. Rather than replying to the Send Forms email, the client should instead reach out to the user who sent them the activity form. This is stated in the email, but clients often miss this or will reach out if they are having a technical issue with accessing or filling out the activity form.
If a client shares their PII with DAISEY staff in this manner, this is not considered a data security incident. It will not need to be recorded on the Email PII log, or require the sending of the PII canned response.
The help desk agent will try to contact the DAISEY user who sent the form to give them guidance. The help desk agent should inform the user who sent the form to alert the client to reply to them with any questions, rather than the help desk.
If the client is having a technical issue with either filling out or accessing the form, the help desk agent may help them, but should delete the email, once the process is complete.