Ideas Worth Spreading: Issue Tracking

Real-world metaphors are quite abundant when discussing topics related to IT and programming. They seem to be particularly useful when introducing newcomers, although it’s equally easy to point out mature and established techniques that originate from non-digital world (OOP anyone?…). Regardless, the flow of ideas seems to be extremely one-directional, and I think that’s very unfortunate. There’s wealth of concepts specific to IT or software industry that the general public would benefit from knowing about.

One of those, in my not-so-humble opinion, is the idea of issue tracking. I suppose vast majority of readers is intimately familiar with it but let’s put it into words anyway, for the sake of clarity and explicitness. The concept revolves around a system which allows its users to create tickets describing various issues pertaining to some particular project, or part of it, or process, or any similar endeavor. Those tickets necessarily consist of title and content, very much like emails. Usually though, they also have few additional fields that are more meta, and describe the ticket itself. Typical examples include:

• A type or category for ticket. In software project, the distinction between bug and feature request is of utmost importance, although several more kinds of tickets (e.g. documentation-related tasks) are pretty well known too.
• Status of a ticket, indicating what’s currently happening with the issue in question. Did it arise only recently, or some work on it has been already done? Maybe it was successfully resolved, or maybe there are more information needed to push the case further… Either way, that’s what ticket status should tell us.
• Person currently responsible for issue – the one it has been assigned to. For new issues, this field usually points at project manager, who is subsequently dividing work among members of their team.

Lastly, every ticket allows for discussion in a forum-like manner, and for adding comments to any metadata changes we make.

That’s it, in a nutshell. It doesn’t seem very complicated and frankly, it may not sound very innovative either. Why do I think such a concept is worthy of attention in broader context, then?…