A trouble ticket tracking system may have a short term goal of keeping tabs on software defects. However this is usually a means to another end. You don't track problems for the heck of it. You do it to ensure the users of your product can do their jobs. The Software Maintenance blog has a story about and developer and his trouble tickets.This developer is staying proactive in making sure customer problems are being solved. Too many times a problem falls between the cracks. It takes an active effort to make sure all problems are prioritized and worked. A bug tracking system can help with this. But you need a process built around it to ensure the best results. You also need some level of diligence in the users of the tracking system.
