Ever found yourself navigating an IT support system where the process feels… fuzzy? Where the path from problem to solution isn't clear, and steps seem to emerge out of nowhere? This common frustration highlights a core challenge in building any system that manages complex requests, such as the it-ticket project for EdoAbarca: defining and refining robust workflows.

Working on the EdoAbarca/it-ticket project, we recently tackled an often-overlooked area of project health: the accumulation of small, seemingly innocuous processes and tools that, over time, can weigh down an entire team. You might not see them in the code, but they manifest as extra steps, outdated documentation, or forgotten automation scripts.

Like many projects, we had developed numerous