Comment by docmars

OR to put is differently - everyone has their own needs they are trying to get done. Each one need individually is simple so it is easy to demand that need is added too. Until the whole system for each different need becomes so complex it collapses under its own weight and you move to a new tool. This cycle seems to repeat every 10-15 years at all companies. JIRA is the tool everyone talking about today, but there were many others in the past, and there will be a different one in a few years.

Generally the tool isn't the problem: NEVER put ticket numbers into long term storage as in a few years you won't be able to reference them. That is version control, design documents, and anything else that isn't the ticket system itself. You can talk about who is working on ticket 12345 and the problems they face, but if anything is going to be written down you need to summarize the ticket without a number.