Issue-Tracking-System

An issue tracking system (ITS; Synonyms: helpdesk system, service ticketing system, ticketing system, task tracking system Support ticketing system, trouble ticket system, Request Tracking System ( RTS), partly case Management System ) is a type of software to handle receipt, confirmation, classification and processing of customer inquiries ( tickets or cases). As requests incoming customer calls, emails, faxes and the like are considered.

Modern issue tracking systems often have interfaces to other systems such as customer databases.

Together, all of these systems the possibilities of assigning a ticket to a functional location or to a person within a function body for further processing to the solution (closed ticket). With the ticket system will ensure that no message is lost, and any time a comprehensive overview of the operations to be processed is possible.

• 5.1 advantages
• 5.2 disadvantages

Key Features

The concern of the requester can in different levels of urgency in accordance with the Service Level Agreements ( SLA) and Operational Level Agreements ( OLA ) are split, with the associated escalation levels - if the SLA or OLA are not met.

Issue tracking systems serve to maintain the smooth running of the job performance or restore.

Issue tracking systems fulfill various functions, especially

• Detection of defects and errors and queries ( for example by E- Mail Response Management Systems)
• Distribution and allocation of the processor
• Monitoring of the processing and the processing time and quality
• Guarantee of keeping internal processes by forced control over workflow
• Statistical evaluation using the ticket revenue
• Automatic generation of tickets by alarm systems, such as a network monitoring
• Compliance by external service commitments ( Service Level Agreement)
• Systematic collection of questions and answers for FAQ

Ticket

As a ticket refers to the electronic form of a concern ( which is usually reported by IT users ). This can

• A disturbance ( incident )
• Another request ( Service Request), such as a change request ( Change Request, Request for Change )
• An informative request (Request for Information / Education)
• A request to (function ) extension (Request for Enhancement )

To the service desk or support units ( ITIL ) included.

Data of a ticket

Examples of the content of a ticket

• ( continuous ) Ticket number
• Ticket creator ( support request)
• The time of writing
• Personal details (name, first name, phone, address and place of residence, accessibility)
• Priority level
• Urgency ( date requests )
• Category
• SYMPTOMS
• Troubleshooting
• Overview of previous editors with times
• Processing status (open, assigned, dissolved in work, resubmission )
• Affected / troubled asset (system, device, PC, printer, monitor, program, etc. )

Applications

Case management systems (FBS ) can be used in different application areas. Examples are:

• Contact points in the management system
• Technical projects

In the computer a FBS is used for adjustments, enhancements, bug fixes and system testing of a project. Reasons for the use of FBS are:

• To improve the quality of the work supplied
• To make the process more transparent
• To preserve the history of the case
• For the future to be drawn from the histories conclusions and to optimize the process

For IT Support

In general, the process proceeds so that a request for adaptation, modification, extension, or error is entered by the user into the FBS. Entry can be made online or by calling the hotline. In this case, the employees of the hotline will enter the information into the system. The employee is in the bug database a solution for the request. The customer accepts the solution, and the case is closed.

If this is not possible, then the case is part of the Hotline illustrated as a storyboard or held. One possible omitted to verbal description, particularly when changes in complex applications. Because the spoken word often leads to misunderstandings between the expert hotline people or the customer and the tech savvy, but technically not so well-trained developers of the technology. Subsequently, a case analysis is carried out by the Hotline. Maybe the problem is corrected by a system setting or reinstallation.

If this step does not resolve the problem, and it was done the

• Transfer of technology: the technical department is on the case study, which explains the business requirement in an easily understandable and clear manner. The analysis may optionally provide an overlooked or new opportunity to resolve the problem, what is being said in this case the hotline. If this is not the case or the hotline may not get a handle on the problem with the proposal of the art, it usually comes to
• Code change: here is made ​​a draft specification. If it is not an error, the customer must be informed about the costs (expenses). After changing the code every developer needs to test his (s) module (s), and then to verify the whole thing in the system or integration test.
• The system testing department, which is often not identical with the hotline, now takes on the case, test it with real data and returns it in case of disagreement on the technology. Otherwise, the resolution of the case is completed by the customer handover.

Pros and Cons

Benefits

• Uniform system for amendments, extensions and error treatments avoids bureaucracy.
• Automatic reporting to project managers, developers / maintenance personnel of the piece of code, test department, and finally to the customer, if the error has been fixed.
• Online review by the project manager and the customer of the current state of an amendment / addition / correction.
• Since the system is not customer specific, but a general solution for projects and clients is, it is easily adapted for individual use. It is thus a cost-effective, unified solution for case processing.
• Due to the transparency of the run, the quality of work is significantly improved.
• Standardization of procedures: by analysis of case histories, it is possible to improve the processes of the organization
• Most of the cost savings are achieved through the standardization and improvement of processes. Unnecessary steps are eliminated and re- enrolled in school often error -causing employees.
• For clear communication between the parties, a unique name, such as an ID, be awarded.

Disadvantages

• Costs: the FBS is developed and maintained within the organization itself. When buying a ready FBS still running costs are to be expected ( host computers, servers, infrastructure, administrative, time for inputting and analyzing, etc.).
• Required training and familiarization of employees and customers. The associated costs are lower, the user-friendly the application is, however, what makes the design more complex and increases the cost of the system.

Software

Known Issue tracking systems (selection):

• BMC Remedy Action Request System ( proprietary)
• Bugzilla ( free software)
• Comindware Tracker ( proprietary)
• HelpLine ( proprietary)
• JFire (free software )
• Jira ( proprietary)
• Mantis Bug Tracker (free software )
• Open Project (free software )
• Open Ticket Request System (free software )
• HP OpenView Service Desk ( proprietary)
• Redmine (free software )
• Request Tracker (free software )
• Roundup (free software ) ( Bugtracker )
• ManageEngine ServiceDesk Plus ( proprietary)
• Trac (free software )
• Track ( proprietary)
• USU software ( proprietary)
• Vantive system ( proprietary)
• VMware Service Manager ( proprietary)

Legal Aspects

Through the use of issue tracking systems in company will determine the work performance of individuals and teams basically possible - with all the associated labor and data protection implications. To issue tracking systems could be used to power and control of behavior by employees. It is also necessary to consider whether employees can observe each other's work within a group. The book authors for open-source program Request Tracker mention in this context the damage caused by the use of issue tracking systems " peer pressure ".

Where employee participation is considered, the introduction and application of such tools codetermination fee ( § 87 paragraph 1 number 6 Works Constitution Act ) is necessary. The insert can then be controlled by operating agreements, such as in the public sector, where there is corresponding service agreements. The application, for example, gives the possibility of work intensification and an increase in the other-directedness of the work. For this reason, it may be necessary a risk assessment.