{"id":41483,"date":"2026-11-04T09:08:11","date_gmt":"2026-11-04T09:08:11","guid":{"rendered":"https:\/\/twproject.com\/blog\/?p=41483"},"modified":"2026-11-04T11:15:34","modified_gmt":"2026-11-04T11:15:34","slug":"who-is-responsible-for-this-ticket-how-engineering-departments-clear-up-confusion-over-responsibilities","status":"publish","type":"post","link":"https:\/\/twproject.com\/blog\/who-is-responsible-for-this-ticket-how-engineering-departments-clear-up-confusion-over-responsibilities\/","title":{"rendered":"Who is responsible for this ticket? How engineering departments clear up confusion over responsibilities"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Often, in an <strong><a href=\"https:\/\/twproject.com\/teams\/engineering-project-management\/\" target=\"_blank\" rel=\"noreferrer noopener\">engineering firm<\/a><\/strong> when a <strong>client <\/strong>calls to enquire about the status of their <strong>report<\/strong>, the answer isn\u2019t immediate. The person answering has to first work out who it was assigned to, then search through the relevant emails, and perhaps ask a colleague who might know more. In the meantime, the client is left waiting, and the impression they take away isn\u2019t the best.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The problem is not simply one of disorganisation, but rather relates to the <strong>methodology for managing information<\/strong>. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">There are a number of <strong>tools and techniques<\/strong> to improve the <strong><a href=\"https:\/\/twproject.com\/blog\/methods-and-tools-to-improve-overview-in-engineering-teams\/\" target=\"_blank\" rel=\"noreferrer noopener\">overview within an engineering team<\/a><\/strong> which, with little effort, can radically transform the <strong>management of tickets and reports<\/strong>, making this management process much more streamlined and with a clear <strong><a href=\"https:\/\/twproject.com\/blog\/how-to-manage-resource-distribution\/\" target=\"_blank\" rel=\"noreferrer noopener\">role distribution<\/a><\/strong>.<\/p>\n\n\n\n<div class=\"table-of-content\">\n<h5>CONTENTS<\/h5>\n<ul>\n<li><a href=\"#preliminary\">A preliminary note: beware of tool fragmentation<\/a><\/li>\n<li><a href=\"#problems\">Common problems and how to solve them using the right method<\/a><\/li>\n<li><a href=\"#requests\">1. Requests do not follow a standard format, so they cannot be compared or prioritised<\/a><\/li>\n<li><a href=\"#documentation\">2. The documentation and the people involved are not included in the ticket<\/a><\/li>\n<li><a href=\"#unclear\">3. It is unclear who is responsible now and who was responsible before<\/a><\/li>\n<li><a href=\"#todo\">4. Assigned ToDo&#8217;s do not have a specific deadline<\/a><\/li>\n<li><a href=\"#productivity\">5. Productivity is disrupted by update requests<\/a><\/li>\n<li><a href=\"#check\">6. Every check is carried out manually<\/a><\/li>\n<li><a href=\"#Euroricambi\">The case of Euroricambi Group<\/a><\/li>\n<li><a href=\"#stage\">One stage of a wider process<\/a><\/li>\n<li><a href=\"#would\">Would you like to see how this works in your department?<\/a><\/li>\n<\/ul>\n<\/div>\n\n\n\n<a name=\"preliminary\"><\/a>\n\n\n\n<h2 class=\"wp-block-heading\">A preliminary note: beware of tool fragmentation<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">In most <strong>technical and engineering departments<\/strong>, there is no shortage of <strong>tools<\/strong>; in fact, there are often too many. A <strong>shared inbox<\/strong> for incoming requests, a <strong>team chat<\/strong> for quick clarifications, perhaps a <strong>specialised ticketing tool<\/strong> \u2013 though used only by part of the team and disconnected from the rest of the project management. Each of these tools does its job well, taken individually, but the problem arises from the <strong>lack of interaction<\/strong> between them.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The request arrives via email, the assignment is decided in a chat, and the resource\u2019s workload can only be viewed by opening yet another tool \u2013 the planning tool. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The result is <strong>poor traceability<\/strong>, with responsibility for the ticket remaining implicit, and management continuing at risk whenever someone is absent. The same pattern recurs almost identically when it comes to <strong><a href=\"https:\/\/twproject.com\/blog\/the-most-available-resource-is-not-always-the-right-one-allocating-skills-to-engineering-projects\/\" target=\"_blank\" rel=\"noreferrer noopener\">allocating technical resources<\/a><\/strong> or measuring a <strong>project\u2019s actual progress<\/strong>: the content changes, but the underlying problem \u2013 <strong><a href=\"https:\/\/twproject.com\/blog\/fragmented-it-project-management-how-to-deal-with-it-in-5-steps\/\" target=\"_blank\" rel=\"noreferrer noopener\">fragmented information<\/a><\/strong> spread across multiple systems that do not communicate with one another \u2013 remains the same.<\/p>\n\n\n\n<a name=\"problems\"><\/a>\n\n\n\n<h2 class=\"wp-block-heading\">Common problems and how to solve them using the right method<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Each of the symptoms described above has a specific cause; let\u2019s look at them one by one, along with the feature that resolves them.<\/p>\n\n\n\n<a name=\"requests\"><\/a>\n\n\n\n<h3 class=\"wp-block-heading\">1. Requests do not follow a standard format, so they cannot be compared or prioritised<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/twproject.com\/teams\/engineering-project-management\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Twproject<\/strong><\/a>, one of the <strong><a href=\"https:\/\/twproject.com\/blog\/the-best-project-management-software-for-engineering-teams\/\" target=\"_blank\" rel=\"noreferrer noopener\">best project management software programmes<\/a><\/strong> in the engineering sector, solves this with the <strong><a href=\"https:\/\/twproject.com\/blog\/twproject-todo-list\/\" target=\"_blank\" rel=\"noreferrer noopener\">ToDo<\/a><\/strong>, the tool\u2019s smallest unit of work.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/twproject.com\/blog\/wp-content\/uploads\/2023\/03\/to-do_list-1-840x368.jpg\" alt=\"to-do list to optimise workflows in IT companies\"\/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">With the system designed, every ticket or report becomes a <strong>ToDo<\/strong> with a <strong>deadline, priority and status<\/strong>. The statuses are <strong>customisable<\/strong>, so each company can replicate its own actual workflow: <strong><em>open<\/em><\/strong>, <strong><em>in progress<\/em><\/strong>, <em><strong>awaiting <\/strong><\/em>client response, <strong><em>closed<\/em><\/strong>, or whatever terminology the department already uses, rather than having to adapt to a rigid workflow imposed by the tool.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/twproject.com\/blog\/wp-content\/uploads\/2021\/11\/ToDo-statuses-840x333.png\" alt=\"\"\/><\/figure>\n\n\n\n<a name=\"documentation\"><\/a>\n\n\n\n<h3 class=\"wp-block-heading\">2. The documentation and the people involved are not included in the ticket<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Almost always, simply reporting the issue is not enough: every task to be carried out requires shared documentation. In <strong>Twproject <\/strong>, every <strong>ToDo<\/strong> can have <strong>files attached <\/strong>directly to it: a screenshot of the error, a technical specification or correspondence with the client remain attached to the request, <strong>indexed and retrievable <\/strong>even months later, without having to track down where that document ended up.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"840\" height=\"114\" src=\"https:\/\/twproject.com\/blog\/wp-content\/uploads\/2026\/09\/todo_documents-840x114.webp\" alt=\"Documents in ToDo\" class=\"wp-image-40936\" srcset=\"https:\/\/twproject.com\/blog\/wp-content\/uploads\/2026\/09\/todo_documents-840x114.webp 840w, https:\/\/twproject.com\/blog\/wp-content\/uploads\/2026\/09\/todo_documents-400x54.webp 400w, https:\/\/twproject.com\/blog\/wp-content\/uploads\/2026\/09\/todo_documents-705x95.webp 705w, https:\/\/twproject.com\/blog\/wp-content\/uploads\/2026\/09\/todo_documents.webp 1367w\" sizes=\"auto, (max-width: 709px) 85vw, (max-width: 909px) 67vw, (max-width: 1362px) 62vw, 840px\" \/><\/figure>\n\n\n<div class=\"wp-block-image alignright size-full\">\n<figure ><img decoding=\"async\" src=\"https:\/\/twproject.com\/blog\/wp-content\/uploads\/2022\/11\/mentions_comments.png\" alt=\"mentions in comments\"\/><\/figure>\n<\/div>\n\n\n<p class=\"wp-block-paragraph\">And if you need the <strong>input <\/strong>of a more experienced colleague or a manager, a <strong><a href=\"https:\/\/twproject.com\/blog\/twproject-7-1-000-introduction-of-mentions-and-other-improvements\/\" target=\"_blank\" rel=\"noreferrer noopener\">mention in the comment<\/a><\/strong>, using the @ symbol, involves them straight away, without having to <strong>reassign the ToDo<\/strong> and without taking the conversation out of the tool.<\/p>\n\n\n\n<a name=\"unclear\"><\/a>\n\n\n\n<h3 class=\"wp-block-heading\">3. It is unclear who is responsible now and who was responsible before<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Every change of assignee, whilst sometimes unavoidable, can cause confusion, and it can happen that a <strong>ticket remains unresolved<\/strong> for months, simply because there has been a break in the chain of <strong>assignments<\/strong>, if these take place on different platforms and using non-standardised methods. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">On the contrary, in <strong>Twproject <\/strong>every change of assignment is recorded in the history and can always be viewed.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Furthermore, for those who <strong>monitor the status of project activities<\/strong> from a high-level perspective, the <strong><a href=\"https:\/\/twproject.com\/blog\/kanban-board-a-quick-and-easy-way-to-keep-everything-in-check\/\" target=\"_blank\" rel=\"noreferrer noopener\">Kanban view<\/a><\/strong> with its <strong>filters by status, project, client and date<\/strong>, helps bring everything together on a single screen.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" src=\"https:\/\/twproject.com\/blog\/wp-content\/uploads\/2024\/12\/vista-espansa-schede-kanban-board.jpg\" alt=\"\"\/><\/figure>\n\n\n\n<a name=\"todo\"><\/a>\n\n\n\n<h3 class=\"wp-block-heading\">4. Assigned ToDo&#8217;s do not have a specific deadline<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">When tasks are assigned without a <strong>deadline <\/strong>or a specific completion date, this means that the <strong><a href=\"https:\/\/twproject.com\/blog\/the-best-workload-management-software\/\" target=\"_blank\" rel=\"noreferrer noopener\">up-to-date workload of resources<\/a><\/strong> is not taken into account, and this leads to delays in fulfilling requests.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Twproject <\/strong>has developed the <em><strong><a href=\"https:\/\/twproject.com\/blog\/new-twproject-release-my-weekly-workspace-plan-and-manage-your-working-week\/\" target=\"_blank\" rel=\"noreferrer noopener\">My Weekly Workspace<\/a><\/strong><\/em> feature for this purpose: with this feature, <strong>To-Dos without a date <\/strong>appear in a dedicated column of the <strong><a href=\"https:\/\/twproject.com\/support\/using-twproject\/agenda-and-meetings\/\" target=\"_blank\" rel=\"noreferrer noopener\">Personal Agenda<\/a><\/strong> (a tool that is also integrated with <strong><a href=\"https:\/\/twproject.com\/blog\/new-twproject-release-7-2-use-of-external-calendars-and-integrated-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">external calendars<\/a><\/strong>) and can be <strong>dragged directly onto the day and time<\/strong> when they will actually be tackled, with a defined duration.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Similarly, <strong>To-Dos with a date<\/strong> can be <strong>moved or resized<\/strong> just as easily. Every task planned in this way is automatically reflected in the <strong>resource load<\/strong>, giving the team manager a realistic, rather than estimated, view of how busy each person really is.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"840\" height=\"434\" src=\"https:\/\/twproject.com\/blog\/wp-content\/uploads\/2026\/09\/workspace-840x434.webp\" alt=\"Weekly Workspace\" class=\"wp-image-40960\" srcset=\"https:\/\/twproject.com\/blog\/wp-content\/uploads\/2026\/09\/workspace-840x434.webp 840w, https:\/\/twproject.com\/blog\/wp-content\/uploads\/2026\/09\/workspace-400x207.webp 400w, https:\/\/twproject.com\/blog\/wp-content\/uploads\/2026\/09\/workspace-705x364.webp 705w, https:\/\/twproject.com\/blog\/wp-content\/uploads\/2026\/09\/workspace.webp 1447w\" sizes=\"auto, (max-width: 709px) 85vw, (max-width: 909px) 67vw, (max-width: 1362px) 62vw, 840px\" \/><\/figure>\n\n\n\n<a name=\"productivity\"><\/a>\n\n\n\n<h3 class=\"wp-block-heading\">5. Productivity is disrupted by update requests<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Another classic scenario that undermines the productivity of <strong>engineering teams <\/strong>involves <strong>update requests<\/strong>. When informal systems are used, customers frequently call or write to enquire about the status of their <strong>report<\/strong>, taking up the team\u2019s time.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The <strong><a href=\"https:\/\/www.youtube.com\/watch?v=oVarh-5xg3Q&amp;list=PL32A8C9C60AEE13FF&amp; index=19\" target=\"_blank\" rel=\"noreferrer noopener\">public project pages<\/a><\/strong> allow clients to monitor progress independently; the assignee can reply by email whilst remaining within <strong>Twproject<\/strong>, and the reply is recorded as a <strong>comment on the ToDo<\/strong>.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/twproject.com\/blog\/wp-content\/uploads\/2021\/11\/pagina-pubblica-840x430.jpg\" alt=\"\"\/><\/figure>\n\n\n\n<a name=\"check\"><\/a>\n\n\n\n<h3 class=\"wp-block-heading\">6. Every check is carried out manually<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Finally, one last point, but one we consider crucial: if the person who assigned the request provides <strong>updates on its status manually<\/strong> and relies solely on their own memory, <strong>delays <\/strong>are inevitable.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">A good management system, such as <strong>Twproject<\/strong>, uses <strong><a href=\"https:\/\/twproject.com\/support\/using-twproject\/projects-and-tasks\/notifications-subscriptions\/\" target=\"_blank\" rel=\"noreferrer noopener\">automatic and customisable notifications<\/a><\/strong> to alert those involved (the requester, assignee and any other participants) when a <strong>ToDo is updated <\/strong>(status change), so nobody has to check at regular intervals but can rely on the software.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/twproject.com\/blog\/wp-content\/uploads\/2024\/07\/notifica-to-do-scaduto-840x355.jpg\" alt=\"\"\/><\/figure>\n\n\n\n<a name=\"euroricambi\"><\/a>\n\n\n\n<h2 class=\"wp-block-heading\">The Euroricambi Group case study<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Euroricambi Group<\/strong>, an Italian leader in the aftermarket spare parts sector based in Bologna, has gone through precisely this phase. Before adopting <strong>Twproject<\/strong>, the IT department managed requests via email, phone calls and personal notes; there was no shared overview of who was working on what.<\/p>\n\n\n\n<p><!-- START QUOTE BOX --> <\/p> <div class=\"quote-box\"> <div class=\"quote-content\"><p>With Twproject, we have finally gained a clear overview of ongoing activities, with the certainty of always knowing who is responsible for each task. <\/p><\/div> <div class=\"quote-link\">Read <a href=\"https:\/\/twproject.com\/customers\/euroricambi-group\/\" target=\"_blank\" rel=\"noopener\">the full interview<\/a><a class=\"quote-arrow\" href=\"\u2018https:\/\/twproject.com\/customers\/euroricambi-group\/\u2019\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" src=\"https:\/\/twproject.com\/blog\/wp-content\/uploads\/2023\/06\/quote-arrow.png\"><\/a><\/div> <\/div>\n\n\n\n<p class=\"wp-block-paragraph\">With <strong>Twproject<\/strong>, the team has <strong>centralised the management of IT tickets<\/strong> in a single shared tool, gaining a clear overview of who was responsible for each task. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">A <strong>concrete example<\/strong> is the management of annual licence expiry dates: entered as <strong>ToDo&#8217;s <\/strong>in the respective projects, they ensured operational continuity even whilst staff were absent \u2013 an aspect that, in the engineering department, is just as important as sticking to the [link] <strong>schedule itself<\/strong>.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Task Management in Project Management Software | Manage Daily Work (Twproject)\" width=\"840\" height=\"473\" src=\"https:\/\/www.youtube.com\/embed\/B1_Y_8sK5Og?list=PL32A8C9C60AEE13FF\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<a name=\"stage\"><\/a>\n\n\n\n<h2 class=\"wp-block-heading\">One stage of a wider process<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Ticket management<\/strong> is one of the business processes under the most scrutiny, as it is the one through which the customer makes contact. But the same principle we\u2019ve applied here (namely, favouring a single source of monitoring rather than multiple disconnected tools) also applies upstream, when deciding whether a <strong><a href=\"https:\/\/twproject.com\/blog\/how-to-carry-out-risk-analysis-and-feasibility-studies-in-engineering-firms\/\" target=\"_blank\" rel=\"noreferrer noopener\">project is feasible and what risks it entails<\/a><\/strong>, and downstream, when progress needs to be shared with the rest of the team or with management, producing <strong><a href=\"https:\/\/twproject.com\/blog\/how-to-produce-shareable-reports-for-engineering-teams\/\" target=\"_blank\" rel=\"noreferrer noopener\">valuable reports<\/a><\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">These are different processes, but they all stem from the same need: to always know <strong>who is doing what, and what information is available to them<\/strong>.<\/p>\n\n\n\n<a name=\"would\"><\/a>\n\n\n\n<h2 class=\"wp-block-heading\">Would you like to see how this works in your department?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">There\u2019s no need to imagine how it might work. <strong><a href=\"https:\/\/twproject.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">Twproject <\/a><\/strong>provides a <strong>dedicated tutor<\/strong>, an expert in <strong>processes for technical and engineering departments<\/strong>, who works alongside your team to set up ToDo&#8217;s, custom statuses, public pages and notifications, showing you exactly how to replicate the results achieved by other companies in your specific context.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\ud83d\udc49 <a href=\"https:\/\/twproject.com\/ask-for-product-demo\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Request your dedicated tutor<\/strong><\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p><a name=\"team\"><\/a><\/p>\n\n\n\n<div id=\"blog-promo-box\">\n<div class=\"flex_column_table dark pattern-2\">\n<div class=\"flex_column text_column\">\n<div>\n<h3>Stress-free task management<\/h3>\n<div class=\"avia-button-wrap avia-button-left\"><a class=\"avia-button avia-icon_select-no avia-color-custom avia-size-xlarge\" href=\"https:\/\/demo.twproject.com\/applications\/teamwork\/welcome\/createUserEnvironment.jsp\" target=\"blank\" rel=\"noopener\"><span class=\"avia_iconbox_title\">Switch to Twproject<br>\n<\/span><\/a><\/div>\n<\/div>\n<\/div>\n<div class=\"flex_column photo_column\" style=\")\"><\/div>\n<\/div>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Often, in an engineering firm when a client calls to enquire about the status of their report, the answer isn\u2019t immediate. The person answering has to first work out who it was assigned to, then search through the relevant emails, and perhaps ask a colleague who might know more. In the meantime, the client is &hellip; <a href=\"https:\/\/twproject.com\/blog\/who-is-responsible-for-this-ticket-how-engineering-departments-clear-up-confusion-over-responsibilities\/\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;Who is responsible for this ticket? How engineering departments clear up confusion over responsibilities&#8221;<\/span><\/a><\/p>\n","protected":false},"author":6,"featured_media":41792,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_custom_body_class":"","_custom_post_class":"","footnotes":""},"categories":[363],"tags":[],"class_list":["post-41483","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-engineering"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Who is responsible for this ticket? How engineering departments clear up confusion over responsibilities - Twproject.com<\/title>\n<meta name=\"description\" content=\"In other words, how technical engineering departments centralise each ticket and responsibility, clarifying who does what, how and when. 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