> Fixing a bug or delivering a feature where you haven't documented the process, (how the criteria were decided, when it was tested and deployed) is as good a running a web site nobody visits.

This is patently false, as evidenced by every business in existence that doesn't use issue trackers, including most non-tech divisions of current businesses and most tech businesses until the rise of agile. And I question the value add of these things; my current company was built without them, and it's only as we've matured (well after the product was built and mostly refined) that issue tracking was used.