I am a junior in the field and you can enlighten me more. Yes, we have the ticket system to track the user requests and major and minor chages but I also notice that we do the logging on the system side also. Let me try a redundent example here again,
-the user request the aliases for the email address via ticket.
- It is logged in the ticket system.
-I made the change on the system for that.
-Then I put down the ticket number in the system.
-It is logged in the system.
I think that it is needed because when there is an issue with the System, we check the system log first and then track ticket number if necessary.
Let’'s try a wildfire example,
-a particular user has access to the MUC room where he does not belong to
( a probable SOX violation)
-we will first check the supposed WIld Fire system log to see if there is a ticket or who make the change
(we won’'t look for the change in the ticket system, where it tracks everything for all the system, at first)
-Once, we got the ticket number from WildFire system log, then we will see who has requested it and who has approved that in the ticket system.
Sometime there won’'t be a ticket for minor changes and instead of creating ticket oneself, it would be better to do the logging on the system. It may also help sys admin a lot when it comes to trouble shooting because he might have an idea what changes trigger the problem by going through the system log.
I hope that I am not confusing