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Trouble ticket (sometimes called a trouble report) is a mechanism used in an organization to track
the detection, reporting, and resolution of some type of problem. Trouble ticketing systems originated in
manufacturing as a paper-based reporting system; now most are Web-based and associated with customer
relationship management (CRM) environments, such as call centers or e-business Web sites, or with
high-level technology environments such as network operations centers (NOCs). The Internet Engineering
Task Force's Network Working Group specified requirements for a trouble ticketing system in
RFC 1297
(NOC Internal Integrated Trouble Ticket System Functional Specification Wishlist).
In the RFC document, the author compares the trouble ticket to a patient's hospital chart,
because both define a problem and help to coordinate the work of several different people who
will work on the problem at different times.
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