Ticketing System: A Descriptive Research on the Use of Ticketing System for Project Management and Issue Tracking in IT Companies

TL;DR

This study evaluates the effectiveness of the JIRA ticketing system in IT companies for project management and issue tracking, highlighting its benefits despite limited features.

Contribution

It provides a descriptive analysis of JIRA's strengths and weaknesses, offering insights for companies considering its use or exploring alternative systems.

Findings

JIRA effectively tracks incidents and requests in IT companies.

Support teams and internal staff benefit from JIRA's documentation capabilities.

Despite limited features, JIRA remains useful for project management.

Abstract

IT companies are popular in the present time as technology arises in the entire world. Incidents and Requests for either clients or company internal are hard to manually track as it is a day-to-day transaction. To keep all the logs, IT Companies are using a ticketing system to track all the records they are gathering. One of the most popular ticketing systems is the JIRA. Either the support team or company internal is benefitting from the use of JIRA as it easily documents all the different transactions and keeps track of different incidents and requests. One of the cons of JIRA is its limited features. The researchers conducted research where it aims to determine the effectiveness of JIRA as a ticketing system despite its limited features. The researchers used a descriptive method to analyze the pros and cons of this ticketing system. It is concluded that this JIRA Ticketing system is helpful for both support groups and internal members of the company as they track all the incidents and request tickets for their clients despite the limited features of JIRA. The researchers strongly recommend to venture out and try other analytic models and start with the ones mentioned in this study for a good foundation and idea. This is can provide the research a new set of results that can be useful to both established and startup companies.