Re: Careful of what you write
It's not just IT Helpdesk systems, either. Back in 2005 I took responsibility for the library management system covering over 50 local libraries. The customer entry had a free text field for notes. Not only did this have some extremely rude comments regarding customers in it but an upgrade (from a thick-client interface accessible only by library staff to a web-based system) meant that the field became visible to customers who could now manage their account via the Internet. I had to get the developer to write me a script to purge the notes field!