Ticketing

Ticketing provides historical reference, metrics and reduces Enterprise Amnesia. Ticketing can also be described as tracking task assignment when applied to Projects or Efforts.

Why is Ticketing Important?

"Records management programs must manage organizational information so that it is timely, accurate, complete, cost-effective, accessible and useable[SIC]. Better information, at the right time, makes better business.[[1]]". While obvious, there is additional literature on the subject which can be discovered with ease.

Ticketing and the data elements chosen for recording in the ticketing has a downstream effect on metrics, performance measurements and identifying staffing requirements. For example, in Security Monitoring or Threat Hunting, identifying what Business Units are affected can identify opportunities to improve security posture in a prioritized way.

Is Ticketing Technology

Yes, however technology, or even Tooling does not accurately describe the necessary components, impact or subject matter that is needed for proper ticketing.