I enjoyed the article and wanted to share a story that highlights how a good data model can even bused for incident management tickets: - Incident ticket gets

I enjoyed the article and wanted to share a story that highlights how a good data model can even bused for incident management tickets: - Incident ticket gets created - It used to go to a department wide alias - Head of Dept used to open the email, hit forward and then have to To/CC the owner of the system affected - JIRA (which we used) already the idea of a Component and you could tie an owner to each Component - Update the notifications to be: in the "To" field was the Component owner and who opened the ticket. In the "Bcc" field was the department wide alias - Now, the Dept Head could just hit reply and get to the right people. The BCC meant that everyone knew something had occurred.