Issue tracking system
Encyclopedia
An issue tracking system (also ITS, trouble ticket system, support ticket or incident ticket system) is a computer software
package that manages and maintains lists of issues, as needed by an organization. Issue tracking systems are commonly used in an organization's customer support
call center to create, update, and resolve reported customer issues, or even issues reported by that organization's other employees. An issue tracking system often also contains a knowledge base
containing information on each customer, resolutions to common problems, and other such data. An issue tracking system is similar to a "bugtracker", and often, a software company will sell both, and some bugtrackers are capable of being used as an issue tracking system, and vice versa. Consistent use of an issue or bug tracking system
is considered one of the "hallmarks of a good software team".
A ticket is an element contained within an issue tracking system which contains information about support interventions made by technical support staff or third parties on behalf of an end-user
who has reported an incident that is preventing them from working with their computer as they would expect to be able to. Tickets are commonly created in a help desk
or call center environment. Typically the ticket will have a unique reference number, also known as a case, issue or call log number which is used to allow the user or support staff to quickly locate, add to or communicate the status of the user's issue or request.
These tickets are so called because of their origin as small cards within a typical wall mounted work planning system when this kind of support started. Operators or staff receiving a call or query from a user would fill out a small card with the user's details and a brief summary of the request and place it into a position (usually the last) in a column of pending slots for an appropriate engineer, so determining the staff member who would deal with the query and the priority of the request.
is the main storage repository for all data. These data are managed by the business logic
layer of the application. This layer gives the underlying raw data more structure and meaning, preparing it for human consumption. The now human readable data are then presented to the support technician by another software application or web page
. The end-user of the issue tracking system can create entirely new issues, read existing issues, add details to existing issues, or resolve an issue. When a user of the system makes a change, the issue tracking system will record the action and who made it, so as to maintain a history of the actions taken.
Each user of the system may have issues assigned to them, that is, that user is responsible for the proper resolution of that issue. This is generally presented to the user in a list format. The user may have the option of re-assigning an issue to another user, if needed. For security, an issue tracking system will authenticate its users before allowing access to the systems.
Other details of issues include the customer experiencing the issue (whether external or internal), date of submission, detailed descriptions of the problem being experienced, attempted solutions or work-arounds, and other relevant information. As previously noted, each issue maintains a history of each change.
The problem may not have been fully corrected, yet it will still be marked as resolved. The problem may be by-design, a known issue, or have a suitable work-around.
A Run Book Automation process that implement best practices of these workflow and increase IT personnel effectiveness is becoming very common.
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Computer software
Computer software, or just software, is a collection of computer programs and related data that provide the instructions for telling a computer what to do and how to do it....
package that manages and maintains lists of issues, as needed by an organization. Issue tracking systems are commonly used in an organization's customer support
Customer support
Customer support is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product....
call center to create, update, and resolve reported customer issues, or even issues reported by that organization's other employees. An issue tracking system often also contains a knowledge base
Knowledge base
A knowledge base is a special kind of database for knowledge management. A Knowledge Base provides a means for information to be collected, organised, shared, searched and utilised.-Types:...
containing information on each customer, resolutions to common problems, and other such data. An issue tracking system is similar to a "bugtracker", and often, a software company will sell both, and some bugtrackers are capable of being used as an issue tracking system, and vice versa. Consistent use of an issue or bug tracking system
Bug tracking system
A bug tracking system is a software application that is designed to help quality assurance and programmers keep track of reported software bugs in their work. It may be regarded as a type of issue tracking system....
is considered one of the "hallmarks of a good software team".
A ticket is an element contained within an issue tracking system which contains information about support interventions made by technical support staff or third parties on behalf of an end-user
End-user
Economics and commerce define an end user as the person who uses a product. The end user or consumer may differ from the person who purchases the product...
who has reported an incident that is preventing them from working with their computer as they would expect to be able to. Tickets are commonly created in a help desk
Help desk
A help desk is an information and assistance resource that troubleshoots problems with computers or similar products. Corporations often provide help desk support to their customers via a toll-free number, website and e-mail. There are also in-house help desks geared toward providing the same kind...
or call center environment. Typically the ticket will have a unique reference number, also known as a case, issue or call log number which is used to allow the user or support staff to quickly locate, add to or communicate the status of the user's issue or request.
These tickets are so called because of their origin as small cards within a typical wall mounted work planning system when this kind of support started. Operators or staff receiving a call or query from a user would fill out a small card with the user's details and a brief summary of the request and place it into a position (usually the last) in a column of pending slots for an appropriate engineer, so determining the staff member who would deal with the query and the priority of the request.
Architecture
The most common issue tracking system's design is relatively simple. A databaseDatabase
A database is an organized collection of data for one or more purposes, usually in digital form. The data are typically organized to model relevant aspects of reality , in a way that supports processes requiring this information...
is the main storage repository for all data. These data are managed by the business logic
Business logic
Business logic, or domain logic, is a non-technical term generally used to describe the functional algorithms that handle information exchange between a database and a user interface.- Scope of business logic :Business logic:...
layer of the application. This layer gives the underlying raw data more structure and meaning, preparing it for human consumption. The now human readable data are then presented to the support technician by another software application or web page
Web page
A web page or webpage is a document or information resource that is suitable for the World Wide Web and can be accessed through a web browser and displayed on a monitor or mobile device. This information is usually in HTML or XHTML format, and may provide navigation to other web pages via hypertext...
. The end-user of the issue tracking system can create entirely new issues, read existing issues, add details to existing issues, or resolve an issue. When a user of the system makes a change, the issue tracking system will record the action and who made it, so as to maintain a history of the actions taken.
Each user of the system may have issues assigned to them, that is, that user is responsible for the proper resolution of that issue. This is generally presented to the user in a list format. The user may have the option of re-assigning an issue to another user, if needed. For security, an issue tracking system will authenticate its users before allowing access to the systems.
Issues
Issues can have several aspects to them. Each issue in the system may have an urgency value assigned to it, based on the overall importance of that issue. Critical issues are the most severe that should be resolved in the most expedient way possible, taking precedence over all other issues. Low or zero urgency issues are minor, and should be resolved as time permits.Other details of issues include the customer experiencing the issue (whether external or internal), date of submission, detailed descriptions of the problem being experienced, attempted solutions or work-arounds, and other relevant information. As previously noted, each issue maintains a history of each change.
Workflow
An example scenario is presented to demonstrate how a common issue tracking system would work:- A customer service technician receives a telephoneTelephoneThe telephone , colloquially referred to as a phone, is a telecommunications device that transmits and receives sounds, usually the human voice. Telephones are a point-to-point communication system whose most basic function is to allow two people separated by large distances to talk to each other...
call, emailEmailElectronic mail, commonly known as email or e-mail, is a method of exchanging digital messages from an author to one or more recipients. Modern email operates across the Internet or other computer networks. Some early email systems required that the author and the recipient both be online at the...
, or other communication from a customer about a problem. Some applications provide automatic error reporting from exception handlingException handlingException handling is a programming language construct or computer hardware mechanism designed to handle the occurrence of exceptions, special conditions that change the normal flow of program execution....
blocks. - The technician verifies that the problem is real, and not just perceived. The technician will also ensure that enough information about the problem is obtained from the customer. This information generally includes the environment of the customer, when and how the issue occurs, and all other relevant circumstances.
- The technician creates the issue in the system, entering all relevant data, as provided by the customer.
- As work is done on that issue, the system is updated with new data by the technician. Any attempt at fixing the problem should be noted in the issue system.
- After the issue has been fully addressed, it is marked as resolved in the issue tracking system.
The problem may not have been fully corrected, yet it will still be marked as resolved. The problem may be by-design, a known issue, or have a suitable work-around.
A Run Book Automation process that implement best practices of these workflow and increase IT personnel effectiveness is becoming very common.
External links
: This category has a misleading name as it lists both bug and issue tracking systems. : This category lists issue tracking systems developed in JavaJava (programming language)
Java is a programming language originally developed by James Gosling at Sun Microsystems and released in 1995 as a core component of Sun Microsystems' Java platform. The language derives much of its syntax from C and C++ but has a simpler object model and fewer low-level facilities...
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