ENGINEERING NOTE 10 / 50 · SMS
Build an SMS support bundle without exposing codes
Support usually needs the order reference, timeline and error category, not the one-time code itself. Collect the smallest evidence set that can explain the failed stage.
Published by OPEN RAMBO. The engineering patterns and pseudocode illustrate designs, not a documented product API. Numerical examples are illustrative.
Start with safe identifiers
Include the product order reference, service, country, approximate event time and whether the target accepted the number. Use a masked number only if needed to distinguish orders. Never request a password, full message screenshot or authentication code in a public comment.
Separate fact from report
The backend may confirm allocation and receipt while the customer reports target rejection. Preserve both without flattening them into a single failed status. Ask for the target error text after redaction, because exact wording often identifies an unsupported-number issue.
Limit retention and access
Support attachments should expire under a documented policy and be restricted to the relevant case. Do not copy private evidence into marketing analytics. A resolved ticket should retain the decision and safe references rather than indefinitely storing sensitive message bodies.
Illustrative implementation
{"order_ref":"demo-order", "stage":"target_send",
"reported_error":"unsupported number type",
"code_included":false, "phone_masked":true}Acceptance check
Inspect a sample ticket export and confirm codes, credentials and full numbers are absent from both visible text and attachment metadata.