What is an Issue Tracking System?

An issue tracking system (ITS) is a software application that allows an enterprise to record and follow the progress of every problem or “issue” that a computer system user identifies until the problem is resolved. With an ITS, an “issue”, which can be anything from a simple customer question to a detailed technical report of an error or bug, can be tracked by priority status, owner, or some other customized criteria. 

An Issue Tracking System generally provides the user with the following:

• A way to report an issue
• Track progression towards its resolution
• Know who is responsible for resolving the issue

It also allows the manager of the system to customize the tracking procedure so that unnecessary documentation on the part of the problem solvers does not become a waste of time. Many kinds of enterprises use ITS applications, including software developers, manufacturers, IT help desks, and other service providers.

Examples of Various Issue Tracking Systems:

Various companies in the world have developed their in-house systems or have purchased external systems to track issues. Examples of the issues can include:

1.      Client request: The issue tracking system meant for client requests forms the key feature of a CRM. 
2.      Purchase requests: The issue tracking system to track and take appropriate actions on the purchase indents can be called as a enterprise-wide purchase system. 

 3.      Project Milestones: The complexity is mega projected is managed by dividing the project into ‘SMART’ (Specific Measurable Achievable Realistic and Time bound) tasks which can then be assigned to people and continuously monitored to ensure that all is in order.

4.      Knowledge Management: The issues that are raised by the employees / clients for the help desk when resolved can be put into a searchable repository where what was learn can be reapplied and the time is saved in rediscovering the wheel. 

5.      Document Management: With the outsourcing boom and growth of contract employment companies, opportunity has arisen in the arena of management of documents especially like resumes, where one has to search and respond fast.