Resolve "Shift priority should focus more on EMEA Rehomes"

Simon Howlettrequested to merge
showlett1-priochange-20251203 into main

Closes #1 (closed)

Update priority list and remove displaying status in P3 & 4 (because they will always be N now).

AI Summary This update modifies a ticket prioritization script to be more inclusive and flexible. The main changes are:

  1. Extended time threshold: Changed from 3 hours to 4 hours for Priority 1 filtering.

  2. Broader EMEA ticket inclusion: Previously only included EMEA tickets that were urgent (under 3 hours), now includes ALL open EMEA tickets for Priority 2.

  3. Better handling of missing data: Added safeguards to skip tickets that don't have SLA information rather than causing errors, making the script more robust.

  4. Simplified categorization: Removed some status requirements from lower priority categories, making the grouping logic cleaner and easier to understand.

  5. Updated documentation: Modified comments and help text to reflect the new 4-hour threshold and broader EMEA inclusion rules.

The overall effect is a more inclusive system that captures more tickets for review while being more resilient to data quality issues. The script will now surface a wider range of tickets that might need attention, rather than potentially missing important items due to strict filtering.

Edited by Simon Howlett

Merge request reports