Living without a request tracking system
Users trained to use email to ”uco” to report problems
Additional problem reports by phone, email to individuals
All admins receive the email and work on some problems
Solutions are posted back to the users and to “uco”
Works only for small group of admins, obvious drawbacks
Ideally, a trouble ticket system should
be invisible or transparent to end users
put as few additional load to admins as possible
allow for efficient coordination of the work on requests