I manage several queues on behalf of my employer, in total we have about 12,000 issues tracked through JIRA.
As our organization has grown, we have found that some of our initial categories for tickets no longer accurately describe the work being tracked.
For example, graphic design. Rather than our design department working independently of our development team, they now work with us on a near daily basis. They went from illustrating to adding the resulting image to the product to modifying stylesheets, etc. This probably is a common refrain seen here, as this type of involvement is far more common with today's agile teams.
In our case, we have atomic tagging. A ticket is either "code" or "graphic design". Our idea was to move all the "graphic design" into "code", which would make categorizing tickets more straightforward and consistent. Unfortunately updating tickets like this modifies the "updated" and "resolved" dates, which are critical fields we use for searching on.
How have the rest of you dealt with this type of problem? Do you avoid recategorizing entirely? If so, how do you grow out your queues over time? or perhaps there is even a way to avoid updating "updated" and "resolved" which by itself might get me closer to a solution.
My example above is actually a simple one for our organization. We have a category called "legwork" which was pretty much for miscellaneous operational tasks. This queue has both "code" and "graphic design" in it, so we need to manually iterate over those to fix that up. Fortunately there aren't too many issues within this particular queue.
