<s>
An	O
issue	B-Application
tracking	I-Application
system	I-Application
(	O
also	O
ITS	O
,	O
trouble	B-Application
ticket	I-Application
system	I-Application
,	O
support	O
ticket	B-Application
,	O
request	O
management	O
or	O
incident	B-Application
ticket	I-Application
system	I-Application
)	O
is	O
a	O
computer	O
software	O
package	O
that	O
manages	O
and	O
maintains	O
lists	O
of	O
issues	O
.	O
</s>
<s>
Issue	B-Application
tracking	I-Application
systems	I-Application
are	O
generally	O
used	O
in	O
collaborative	O
settings	O
,	O
especially	O
in	O
large	O
or	O
distributed	O
collaborations	O
,	O
but	O
can	O
also	O
be	O
employed	O
by	O
individuals	O
as	O
part	O
of	O
a	O
time	B-Application
management	I-Application
or	O
personal	B-Application
productivity	I-Application
regimen	O
.	O
</s>
<s>
These	O
systems	O
often	O
encompass	O
resource	B-Algorithm
allocation	I-Algorithm
,	O
time	O
accounting	O
,	O
priority	O
management	O
,	O
and	O
oversight	O
workflow	O
in	O
addition	O
to	O
implementing	O
a	O
centralized	O
issue	O
registry	O
.	O
</s>
<s>
In	O
the	O
institutional	O
setting	O
,	O
issue	B-Application
tracking	I-Application
systems	I-Application
are	O
commonly	O
used	O
in	O
an	O
organization	O
's	O
customer	O
support	O
call	O
center	O
to	O
create	O
,	O
update	O
,	O
and	O
resolve	O
reported	O
customer	O
issues	O
,	O
or	O
even	O
issues	O
reported	O
by	O
that	O
organization	O
's	O
other	O
employees	O
.	O
</s>
<s>
A	O
support	O
ticket	B-Application
should	O
include	O
vital	O
information	O
for	O
the	O
account	O
involved	O
and	O
the	O
issue	O
encountered	O
.	O
</s>
<s>
An	O
issue	B-Application
tracking	I-Application
system	I-Application
often	O
also	O
contains	O
a	O
knowledge	O
base	O
containing	O
information	O
on	O
each	O
customer	O
,	O
resolutions	O
to	O
common	O
problems	O
,	O
and	O
other	O
such	O
data	O
.	O
</s>
<s>
An	O
issue	B-Application
tracking	I-Application
system	I-Application
is	O
similar	O
to	O
a	O
"	O
bugtracker	B-Application
"	O
,	O
and	O
often	O
,	O
a	O
software	O
company	O
will	O
sell	O
both	O
,	O
and	O
some	O
bugtrackers	B-Application
are	O
capable	O
of	O
being	O
used	O
as	O
an	O
issue	B-Application
tracking	I-Application
system	I-Application
,	O
and	O
vice	O
versa	O
.	O
</s>
<s>
Consistent	O
use	O
of	O
an	O
issue	O
or	O
bug	B-Application
tracking	I-Application
system	I-Application
is	O
considered	O
one	O
of	O
the	O
"	O
hallmarks	O
of	O
a	O
good	O
software	O
team	O
"	O
.	O
</s>
<s>
A	O
ticket	B-Application
element	O
,	O
within	O
an	O
issue	B-Application
tracking	I-Application
system	I-Application
,	O
is	O
a	O
running	O
report	O
on	O
a	O
particular	O
problem	O
,	O
its	O
status	O
,	O
and	O
other	O
relevant	O
data	O
.	O
</s>
<s>
These	O
tickets	B-Application
are	O
called	O
so	O
because	O
of	O
their	O
origin	O
as	O
small	O
cards	O
within	O
a	O
traditional	O
wall	O
mounted	O
work	O
planning	O
system	O
when	O
this	O
kind	O
of	O
support	O
started	O
.	O
</s>
<s>
The	O
shared	O
conceptual	O
foundation	O
between	O
issue	B-Application
tracking	I-Application
systems	I-Application
and	O
bugtrackers	B-Application
is	O
that	O
a	O
valid	O
issue	O
must	O
be	O
amenable	O
to	O
a	O
decisive	O
resolution	O
(	O
such	O
as	O
"	O
completed	O
"	O
,	O
"	O
fixed	O
"	O
,	O
or	O
a	O
group	O
consensus	O
that	O
the	O
issue	O
is	O
not	O
worth	O
solving	O
,	O
such	O
as	O
"	O
not	O
a	O
problem	O
"	O
or	O
"	O
wo	O
n't	O
fix	O
"	O
)	O
;	O
that	O
each	O
issue	O
is	O
unique	O
(	O
duplicate	O
problem	O
reports	O
are	O
in	O
most	O
cases	O
promptly	O
amalgamated	O
into	O
a	O
single	O
active	O
issue	O
or	O
ticket	B-Application
)	O
;	O
and	O
—	O
beyond	O
the	O
screening	O
stage	O
—	O
that	O
there	O
is	O
precisely	O
one	O
person	O
assigned	O
formal	O
responsibility	O
to	O
move	O
the	O
issue	O
forward	O
(	O
this	O
formal	O
baton	O
will	O
often	O
bounce	O
around	O
many	O
times	O
as	O
the	O
issue	O
evolves	O
)	O
.	O
</s>
<s>
In	O
bug	B-Application
trackers	I-Application
,	O
issues	O
are	O
generally	O
quality	O
or	O
feature	O
related	O
with	O
respect	O
to	O
a	O
codebase	O
(	O
which	O
is	O
inherently	O
a	O
project	O
management	O
setting	O
)	O
whereas	O
in	O
generalized	O
issue	B-Application
tracking	I-Application
systems	I-Application
,	O
the	O
tickets	B-Application
are	O
often	O
service-related	O
or	O
relationship-based	O
,	O
with	O
closer	O
ties	O
to	O
customer	O
relationship	O
management	O
(	O
CRM	O
)	O
concerns	O
.	O
</s>
<s>
Issue-tracking	B-Application
systems	I-Application
fulfill	O
different	O
functions	O
,	O
in	O
particular	O
:	O
</s>
<s>
Automatic	O
generation	O
of	O
tickets	B-Application
by	O
alarming	O
systems	O
,	O
e.g.	O
</s>
<s>
An	O
example	O
scenario	O
is	O
presented	O
to	O
demonstrate	O
how	O
a	O
common	O
issue	B-Application
tracking	I-Application
system	I-Application
would	O
work	O
:	O
</s>
<s>
Some	O
applications	O
provide	O
built-in	O
messaging	O
system	O
and	O
automatic	O
error	B-General_Concept
reporting	I-General_Concept
from	O
exception	B-General_Concept
handling	I-General_Concept
blocks	O
.	O
</s>
<s>
Ticket	B-Application
status	O
most	O
likely	O
will	O
be	O
changed	O
from	O
open	O
to	O
pending	O
.	O
</s>
<s>
After	O
the	O
issue	O
has	O
been	O
fully	O
addressed	O
,	O
it	O
is	O
marked	O
as	O
resolved	O
in	O
the	O
issue	B-Application
tracking	I-Application
system	I-Application
.	O
</s>
<s>
If	O
the	O
problem	O
is	O
not	O
fully	O
resolved	O
,	O
the	O
ticket	B-Application
will	O
be	O
reopened	O
once	O
the	O
technician	O
receives	O
new	O
information	O
from	O
the	O
customer	O
.	O
</s>
<s>
Some	O
government	O
services	O
use	O
issue	B-Application
tracking	I-Application
system	I-Application
to	O
keep	O
track	O
of	O
issues	O
and	O
display	O
them	O
to	O
the	O
public	O
.	O
</s>
<s>
Issue	B-Application
tracking	I-Application
systems	I-Application
may	O
show	O
all	O
tasks	O
still	O
to	O
be	O
done	O
by	O
the	O
government	O
(	O
in	O
a	O
waiting	O
queue	O
)	O
,	O
finished	O
tasks	O
,	O
tasks	O
in	O
progress	O
,	O
order	O
sequence	O
,	O
etc	O
.	O
</s>
<s>
Issue	B-Application
tracking	I-Application
systems	I-Application
are	O
for	O
instance	O
used	O
to	O
track	O
which	O
legislative	O
bills	O
are	O
up	O
for	O
voting	O
and	O
the	O
outcome	O
of	O
them	O
.	O
</s>
<s>
obstructions	O
on	O
roads	O
,	O
complains	O
,	O
...	O
)	O
can	O
also	O
be	O
filed	O
using	O
issue	B-Application
tracking	I-Application
systems	I-Application
.	O
</s>
