Educause Security Discussion mailing list archives
Re: Privacy in Problem Tracking Systems
From: "SCHALIP, MICHAEL" <mschalip () CNM EDU>
Date: Fri, 23 Mar 2012 07:43:06 -0600
Not really trying to endorse Numara Footprints, (we do love the system!) - but - it supports "workspaces" within it's architecture which allows you to create separate "silos" within the one product. That way - you can create a completely separate "security workspace" outside of your regular everyday "service request workspace" that only a limited subset of folks can see or access. You can even set it up so that you can create tickets outside of the restricted workspace - basically, the "dropbox" model..... I've seen the same kind of model created using ARS/Remedy.....but it was a LOT more complicated.... M From: The EDUCAUSE Security Constituent Group Listserv [mailto:SECURITY () LISTSERV EDUCAUSE EDU] On Behalf Of Jacobson, Dick Sent: Friday, March 23, 2012 7:34 AM To: SECURITY () LISTSERV EDUCAUSE EDU Subject: [SECURITY] Privacy in Problem Tracking Systems The North Dakota University System has been using a Problem Tracking System for several years that, mostly through access control, protects the privacy of the persons referenced in the individual "tickets" so we have been able to use this system for IT behavioral issues with students and employees. These issues would range from compromised or unprotected devices to SPAM complaints to Intellectual property complaints to subpoena issues. The tracking system was acquired for the Help Desk and then the Security Officers were able to tweak (or convince the vendor to adapt) the system to give the privacy protections needed. We are now moving to a different system for the Help Desk and the new provider is not able to adapt their system to provide anything close to the level of privacy needed for these issues. I am leaning toward a totally separate ticketing system for these issues. Any thoughts or suggestions would be appreciated. -- This message has been scanned for viruses and dangerous content by MailScanner<http://www.mailscanner.info/>, and is believed to be clean. -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean.
Current thread:
- Privacy in Problem Tracking Systems Jacobson, Dick (Mar 23)
- Re: Privacy in Problem Tracking Systems SCHALIP, MICHAEL (Mar 23)
- Re: Privacy in Problem Tracking Systems Jason C. Belford (Mar 23)
- Re: Privacy in Problem Tracking Systems Kyle Smith (Mar 23)
- Re: Privacy in Problem Tracking Systems Valdis Kletnieks (Mar 23)
- Re: Privacy in Problem Tracking Systems Jason C. Belford (Mar 23)
- Re: Privacy in Problem Tracking Systems Adam Nave (Mar 23)
- Re: Privacy in Problem Tracking Systems Beasley, Cam (Mar 23)
- Re: Privacy in Problem Tracking Systems Jacobson, Dick (Mar 23)
- Re: Privacy in Problem Tracking Systems SCHALIP, MICHAEL (Mar 23)