Case Study: Large Binocular Telescope Observatory achieves hassle-free, global issue management with Issuetrak

The Large Binocular Telescope Observatory doesn’t have to search the stars to find issue management simplicity

The Large Binocular Telescope Observatory (LBTO) at the University of Arizona operates the world’s most advanced optical telescope—a complex, international project with expensive, distributed hardware and software that must be resolved promptly. The challenge was to document, communicate, track and manage detailed issues across diverse personnel and partner institutions with a system that was quick to use, low maintenance and required minimal training.

LBTO deployed Issuetrak in 2006 as a hosted, minimal‑feature ticketing system, using group‑based privileges and email notifications (Issue Submitters, Issue Resolvers, Inquiring Minds) so users can be added and notified quickly. With no physical help desk and lightweight in‑house training, technical staff can action and close tickets directly after verification, delivering faster response times, consistent tracking, low administrative overhead, and easy global access.

Large Binocular Telescope Observatory