Re: Privacy in Problem Tracking Systems

["Jacobson, Dick" <dick.jacobson () NDUS EDU>]

Thanks for the responses both on and off-list.  We have some directions to explore.

From: EDUCAUSE Policy Discussion Listserv [mailto:POLICY-DISCUSSION () LISTSERV EDUCAUSE EDU] On Behalf Of Jacobson, 
Dick
Sent: Friday, March 23, 2012 8:34 AM
To: POLICY-DISCUSSION () LISTSERV EDUCAUSE EDU
Subject: [POLICY-DISCUSSION] 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.