事务跟踪管理系统(也称为ITS、故障通知系统、服务记录，请求管理或事件记录系统)是一个计算机软件包,它根据一个组织的需要来管理和维护事务列表。事务跟踪管理系统通常用在一个组织的客户服务调用中心，用来创建、更新和解决客户报告的事务,还包括组织里其他员工报告的事务。一条服务记录应包括所涉及的账户和遇到的事务。事务跟踪系管理统通常还包含一个知识库，这个知识库包含每个客户的信息,共同事务的解决方案,和其它类似的数据。事务跟踪管理系统和“软件缺陷追踪系统”类似,通常软件公司会将两者同时出售,一些缺陷追踪系统可以用来进行事务跟踪,反之亦然。坚持使用事务追踪管理系统或缺陷追踪系统被认为是“一个好的软件团队的标志”。

An issue tracking system (also ITS, trouble ticket system, support ticket, request management or incident ticket system) is a computer software package that manages and maintains lists of issues, as needed by an organization. Issue tracking systems are commonly used in an organization's customer support call center to create, update, and resolve reported customer issues, or even issues reported by that organization's other employees. A support ticket should include vital information for the account involved and the issue encountered. An issue tracking system often also contains a knowledge base containing information on each customer, resolutions to common problems, and other such data. An issue tracking system is similar to a "bugtracker", and often, a software company will sell both, and some bugtrackers are capable of being used as an issue tracking system, and vice versa. Consistent use of an issue or bug tracking system is considered one of the "hallmarks of a good software team".