Issue tracking system

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“An issue tracking system (also ITS, trouble ticket system, support ticket, request management 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".” (Wikipedia, July 2014).

Issue tracking system also can be used to manage smaller projects, i.e. distribute, coordinate and track tasks. As such it can become an interesting teaching tool for project-oriented learning designs.

Also, some systems combine issue tracking with other functionality like bug tracking. In a similar way, some systems (e.g. various project management tools) do include issue tracking. Simple and minimalistic issue tracking can also be done with "To Do" list software.


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