Our ticket tracking system and our IT service request system are from two different companies that are direct competitors. The source code is full of temporary hacks to just make them play nice until a better solution is worked out. Fast forward a few years and we're abandoning both systems in favor of a single, unified system that handles everything. We currently have maybe 20% of the new, unified system done, which is now hacked together with both of the legacy systems until we finally transition fully to the new system. The current plan is for next year, but the plan six months ago was for this year, and almost no progress has been made since then, so we're probably going to have two ticket trackers and two request systems for a while.

Actually, three ticket trackers and three request systems. The third ticket tracker is used to track work done on tickets that exist in the legacy tracker because the legacy tracker can't do that on its own, while the third request system is the oldest and most cumbersome legacy system of them all.