Re: Privacy in Problem Tracking Systems

["Beasley, Cam" <cam () UTEXAS EDU>]

Hi Dick --

the UT Austin ISO developed a custom application (starting back in 2004) that allows us to both handle all of the 
incidents we encounter on a daily basis and manage the proactive risk management engagements we work on (e.g., 
pentests, assessments, internal projects)..  we've also integrated it into our security event systems (e.g., IDS, flow) 
so that we can easily build incident response workflow through a GUI.

we find it important to keep this environment isolated from other IT support units for privacy reasons, but we do 
interact with a number of ticketing systems on campus.

hope this helps,

~cam.


Cam Beasley
Chief Information Security Officer
Information Security Office | UT Austin
cam () utexas edu | 512.475.9476

http://security.utexas.edu
================================
Securus - Vigilare - Insanus
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> On Fri, Mar 23, 2012 at 8:34 AM, Jacobson, Dick <dick.jacobson () ndus edu>wrote:
>
> > 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.****
> >
> > ** **
> >
> > ** **
> >
> > ** **

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