In practice, I tend to find ticketing systems almost invariably exist either in a superposition of modeling too much and modeling too little, or as you say, hav

In practice, I tend to find ticketing systems almost invariably exist either in a superposition of modeling too much and modeling too little, or as you say, have tried to model everything to the point where you can't find anything. The 'almost' is because e.g. RT or JIRA -can- be configured such that they provide exactly the details and workflow that each team/queue wants and end up being almost pleasant to work with, but putting in the necessary business analysis time and having somebody learn their configuration and scripting facilities sufficiently to actually achieve that is something I only encounter very occasionally.