The IT infrastructure of almost any modern enterprise requires a special environment to track and manage user requests. Such systems are used primarily in the areas of deals processing, technical support, bug tracking, etc.

In fact, such an environment is a software product or web-based application that provides the following basic functionality:
  • you can add requests/issues
  • you can assign a person who is responsible for the processing and solution of a particular request
  • you can set and change the request status (new, is being resolved, closed, etc.)
  • you can configure additional parameters of the request (set the due date of the response, set priority, leave comments, create and configure notifications, etc.)

Advanced issue tracing systems makes it also possible to consider the time and efficiency of operators’ work, group and filter requests by various parameters, consider the dependence of the request on other requests, build a knowledge base on the basis of processed requests, etc.

SharePoint Issue Tracking solutions

In SharePoint, issue tracking process is implemented using a standard SharePoint Issue Tracking list. Issue Tracking is an out-of-the-box solution provided by Sharepoint to track issues or problems with a project or item. We can assign issues to users, prioritize and track status. Sharepoint allows user to track, record, document their issues or problems, it also alerts the user according to issues priority.
Creating Issue Tracking in Sharepoint
1. Open your Sharepoint site.
2. Click More Option from Site actions, select Issue Tracking.
3. Click Create button to create Issue Tracking list.

4. We can add issues by clicking on Add new Item.
5. Select Assign To people from people picker.
6. Find users in the people picker.
7. Select other option like priority, category & related issues.
Summary
SharePoint Issue Tracking allows end-users to create and manage their Issues or Problems in one place and let users to track and separate issues according to its category.  It consists of features like sending alerts to users assigned to via priority and category wise etc.