Assignment model: Importance of SLA vs. Assignment
Problem Statement
In the past, tickets were worked based on the importance of SLA, working tickets based on next to breach. The assignment model, and Working on Tickets workflow, suggests that a Support Engineer is acting more as a DRI for a ticket that is assigned to them, rather then that Support Engineer exclusively working that ticket.
The Working on Tickets Flowchart seems to prioritize working assigned tickets, before next to breach tickets. This practice can lead to reduced visibility on next to breach, causing the team to lean heavily on the SLAH role to prevent tickets from breaching.
When a Support Engineer is taking time off, it is specified that tickets should be reassigned.
Check with your customers For any tickets that will still be open and active during your absence, and that might require an update during that time, ask the customer whether they would prefer to pause the ticket till your return or have someone else step in to work with them. If they want to pause, put the ticket on hold.
Does "open and active" mean tickets that are not solved or closed? If a ticket is in a pending state, awaiting response from a customer, should that ticket be reassigned as well? If this is interpreted as any ticket that is assigned, and not closed or solved, should be reassigned, and a day off, such as Family and Friends day where potentially one third of the team could be taking off, that can result in numerous tickets being reassigned.
Tickets that are in an open
or on-hold
status should be reassigned, and any ticket that is waiting response from GitLab. Tickets in pending status could be left assigned to the engineer taking time off, as those tickets are not awaiting action from the team.
Support Engineers focusing time on their assigned tickets, could lead to breached tickets, and heavy reliance on the SLAH role to mitigate. A fine balance of working assigned tickets, in conjunction with working next to breach tickets can result in a better customer experience.
Incorrect interpretation, or too much focus on assigned tickets can lead to breached tickets.
Proposal
TBD
DRI
Required Resources
This is a handbook update, should not require any resources.
Potential Roadblocks/Things to consider
TBD
Desired Outcome
Clear and concise directions for best practices working tickets that splits focus on SLA while spending adequate time working assigned tickets.
Review metrics.