AMER Crew: Replace NRT SLA as the de facto ticket safety net

Problem Statement

Tickets without an assignee use NRT as a safety net to ensure we're making progress through them.

• Why is this a problem?

• We can't make changes to NRT without affecting total time to resolution
• Difficult tickets languish as they move from responder to responder
• Quality of responses in unassigned tickets is irregular because we're responding with time pressure and not intention

Proposal

1. Add a Performance Indicator to AMER Managers Crew Day: < n tickets unassigned.
2. Add a workflow for managers for finding an assignee / looking at ticket hygiene and meta-data.
3. Add a point to Support 1:1s - Ticket Review to monitor for languishing assigned tickets.

DRI

@lyle will act as the DRI for this issue.

Required Resources

Potential Roadblocks/Things to consider

• Initial implementation of this will be tough. Looking at AMER unassigned tickets today we currently have 57 tickets without an assignee. This is too many tickets to go through and find an assignee for in a single day.
• Skills by Subject should include region to make finding experts easier.
• Areas of Focus will need to slot into this.
• Having Crew managers find ticket owners might not be the most efficient process: there will be room for improvement here.

Desired Outcome

• What does success look like?

• How do we measure success?

• Where would future feedback go?

Related Issues/MRs/Epics/Tickets

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