30% is for field repair support guys, who have to fill out full paperwork on every single job (and it's a rule of thumb, not ironclad). Not every software ticke

30% is for field repair support guys, who have to fill out full paperwork on every single job (and it's a rule of thumb, not ironclad). Not every software ticket requires that. It's just more to show that documentation requires some time; it's not something that you "just spend +5 minutes on the task and it's there". Minor edits, sure, but not good documentation.