[RFC] Unassigned NRTs: thinking how to make them more visible
Request for comments
Need
At the moment, we have a problem with prioritising unassigned NRT tickets:
- There are SaaS Account tickets auto-replied by bot that go NRT section unassigned, and they may stuck there for a long time. See the issue #4839 (closed).
- In general, we do not define how we should prioritise unassigned NRTs. The related discussion can be found in the issue #4888 (closed).
Approach
We discussed the problem with @jcolyer and came up with the potential solution/workaround. Instead of moving unassigned tickets to NRT when they are updated by customer, we might leave all of them in FRT section. FRT process for these tickets will be completed, but such tickets will be still shown together with other FRTs till the assignment occurs.
Benefit
Such approach will help us not to think about unassigned NRTs. All of them will reside in the FRT section, so they will be more visible. NRT section will contain assigned tickets.
Competition / Alternatives
- Do not change anything
- Introduce auto-assignment
- Create a new stage called unassigned NRTs and show it after FRT and before NRT. BUT: as confirmed with support-ops, it is a very complicated solution, and probably it won't help as the tickets might be still ignored
- Any other ideas?