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
- 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.
- IK: Large portion were L&R