Hypothesis: FRT Hawks spending more time on needs-org tickets is causing a dip in performance.

Hypothesis

FRT Hawks spending more time on needs-org tickets is causing a dip in performance.

Evidence Gathered

1. IK: 410 tickets last month were opened by email and had no plan associated with them. (52%)
   • IK: Large portion were L&R
     • DS: Is L&R part of needs-org queue? L&R tickets have SLA regardless of whether there is an org associated. There is not a big focus on association for L&R tickets because it doesn’t affect SLA.
     • LK: After adding org to needs-org tickets, how many tickets breach?
     • WM: Understanding how needs-org affects our KPIs is a valuable exercise.

Conclusions Drawn