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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.