An issue tracking system is a software application that allows to record and follow the progress of "tickets" or "issues" from their time of creation until they are resolved.
An issue tracking system generally provides its users with a way to report an issue and track progression towards its resolution. Issues tracked can be anything from a simple customer question, over detailed technical specifications and to-do lists, to reports of errors or bugs . Common issue types are:
Additional information may be attached to an issue. For example, some issues may have a priority, an issue state, an assigned owner of the issue, file attachments, an issue severity and steps to reproduce for bug reports, or some other customized information as business value, time spent, comments and so on.
Furthermore, most issue tracking systems provide the ability to setup issue workflows. An issue ticket may have states as "new", "investigating", "being worked on", "testing", "done", and alike. These states transition during the work along the defined workflows. This ensures the team to focus on a certain ticket till it is really done, not accidentally missing any step, and all its work done being associated with a traceable history.
Issue tracking systems are used by many kinds of enterprises, including software developers, manufacturers, IT help desks, and other service providers.
When every stakeholder can access the issue tracking system and therefore always knows who is responsible for resolving certain issues and what has been done so far, it allows for a high level of transparency. Information can be shared smoothly with everyone involved.
The issue tracking system used by SHORELESS is called SHORELESS TIM and is available at https://tim.shoreless.limited.
It allows for filing Support Requests, Feature Requests, Change Requests, Bug Reports and Tasks. And as SHORELESS is using Ticket Driven Development for most of its work, SHORELESS TIM is at the heart of all our workflows.