Here are my guidelines in assigning Tickets and tasks.
1. Each of us will be assigned to work on different SCRs/tasks. I’m telling them which SCRs should be fix by EOD. Usually we fixed 3 – 6 SCRs per day.
2. The number of SCRs assigned to them depends on the difficulty of the issue. For easy SCRs, a resource can be assigned at least 2 SCRs. Most of the time the difficulty is the data setup.
3. If the SCRs are related to other SCRs or SCRs touching the same module, I usually assigned it to one resource if applicable. I usually weighing the difficulty and effort in fixing the issue.
4. SCRs assigned to the resource is usually knowledgeable on the affected modules(he can be the developer of the module or he already worked on this module)
5. By mid afternoon, I ask the status of all SCRs. If there are still difficulties in the SCRs, I setup a time (which is around 15 mins depends on the difficulty of the issue) to assist and guide in resolving the issues.
6. If ever someone finishes his task, he already knows what is his next task.
Guidelines in Production Issue Ticket Assignments
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