Incident and Service Ticket Management Needs Improvement

Date Issued

Wednesday, May 6, 2026

Submitting OIG

Treasury Inspector General for Tax Administration

Agencies Reviewed/Investigated

Internal Revenue Service

Report Number

2026-200-020

Report Type

Audit

Agency Wide

Yes

Number of Recommendations

Questioned Costs

Funds for Better Use

Report updated under NDAA 5274

Open Recommendations

This report has 4 open recommendations.

Recommendation Number	Significant Recommendation	Recommended Questioned Costs	Recommended Funds for Better Use
1	No	$0	$0
The Chief Information Officer should ensure that requests are submitted timely to turn off monitoring as required.
2	No	$0	$0
The Chief Information Officer should develop enterprise-wide performance metrics to track incident resolution timeliness.
3	No	$0	$0
The Chief Information Officer should ensure that data quality reviews are performed for P1 and P2 tickets in accordance with the established procedures.
4	No	$0	$0
The Chief Information Officer should reevaluate the corrective action regarding incident ticket handling requirements and take additional steps to ensure that service providers are following incident ticket handling requirements.