Ticketing systems can be communication and tracking tools that serve practitioners, or they can be surveillance and control instruments that serve bean counters

Ticketing systems can be communication and tracking tools that serve practitioners, or they can be surveillance and control instruments that serve bean counters and micromanagers. It is possible to configure a JIRA instance either way, but JIRA’s extensive workflow, permissions, and reporting systems target the latter in ways that other ticketing systems just can’t.