Issue Tracking Process

An Issue Tracking Process is a tracking task whose inputs are issue tickets.

• Context:
  • It can (often) be a part of an Issue Management Process.
  • It can be solved by an Issue Tracking System.
  • ...
• Example(s):
  • a Bug Tracking Task.
  • a Development Story Tracking Task (user story).
  • …
• Counter-Example(s):
  • a Document Management Task.
  • an Issue Resolution Process.
• See: Issue (Computers), Customer Support, Call Center, Knowledge Base, Help Desk.

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References

2023

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  • The relationship between issue management, issue resolution, and issue tracking can be understood as follows:
    • Issue management is the overarching process that encompasses all aspects of handling problems or concerns in a project, from identification to resolution and review.
    • Issue tracking is a part of the issue management process that deals with monitoring the status and progress of issues. It helps project teams stay organized and informed, ensures accountability, and facilitates communication and collaboration among team members.
    • Issue resolution is another component of the issue management process, which specifically deals with finding and implementing solutions to the identified issues.

2015

• (Wikipedia, 2015) ⇒ http://en.wikipedia.org/wiki/issue_tracking_system#Important_Functionality Retrieved:2015-7-8.
  • Issue-Tracking systems fulfill different functions, especially
    • entering of dysfunctions, errors and requests (e.g. manually or by e-mail Response Management Systems)
    • distribution and assignment of issues to persons in charge
    • monitoring of handling, time spent and quality of work
    • ensuring the observation of internal processes by forced control with help of workflows
    • statistical analysis of the number of tickets
    • automatic generation of tickets by alarming systems, e.g. network monitoring
    • fulfillment of external service agreements (Service Level Agreement, SLA)
    • systematic collection of questions and answers for FAQs.
    • assignment of a priority to each issue based on the overall importance of that issue, the customer, date of submission, SLA
    • containing a detailed descriptions of the problem being experienced, attempted solutions or workarounds, and other relevant information
    • maintaining of a history of each change.

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