issue tracking system (ITS)

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.

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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 ITS generally provides the user with a way to report an issue, track progression towards its resolution, and 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.

This was first published in March 2007

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