Issue Tracking and Management Solution (also trouble ticket system, support ticket or incident ticket system) manages and maintains lists of issues, as needed by an organization. Issue tracking systems are commonly used in an organization's customer support departments 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.
The "Issues" created in the issue tracking system contains information about support interventions made by support staff or third parties on behalf of an end-user who has reported an incident or an issue. Typically the Issue will have a unique reference number, or tracking 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.
A typical example of an issue management workflow is as follows:
- An issue is created in the application, entering all relevant data. A mail notification is sent to the concerned department head and/or the concerned person.
- As work is done on that issue, the system is updated with new data by the concerned department or person. Any attempt at fixing the issue is noted in the issue system.
- If the issue is not resolved within a specified time period then the issue gets escalated as per the escalation policy and the organizational hierarchy.
- After the issue has been fully addressed, it is marked as resolved in the issue tracking system. A mail is sent to the person who has raised the issue.