Tickets track problems through resolution. Good ticket hygiene makes work manageable and provides audit trails.
Opening tickets:
- Use clear, specific titles
- Include symptoms, not assumed causes
- Note affected users and impact
Working tickets:
- Update regularly with progress
- Add test results and findings
- Escalate when stuck
Closing tickets:
- Document the root cause
- Describe the solution applied
- Verify with the requester before closing
Good tickets become searchable knowledge. When the same problem occurs again, you find the previous ticket and its solution.