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I notice this alot with the team I work with. Our team's tickets are not assigned automatically: there's simply a queue and people are encouraged to grab what

I notice this alot with the team I work with. Our team's tickets are not assigned automatically: there's simply a queue and people are encouraged to grab what they can. Unfortunately, what I've often seen is that people see something in the description that they're not familiar with and refuse to touch the ticket because they don't want to ask for help, which means that it languishes in the queues. The end result is that the same person ends up taking the same kind of ticket over and over because they're the only one who has any familiarity with the program in question.

CaptSpify 10y ago
I've had similar experiences in the past. In my situation it was because the Seniors were.... un-helpful to the Juniors, to put it nicely. This is where having a solid group of helpful Seniors can help everyone work better.
no_wizard 10y ago
I've seen this be the case in other places. We used to have a queue based system. Then we went to an auto-assignment process. One of things it has done is open up communication on our team, since when we did it, we implemented as a rule of policy that if you aren't familiar with something getting assigned to you, you first ask for help before trading (we have a formal mechanism for soliciting this). 1. It encourages everyone to be aware that we're here to help 2. It encourages learning, the number of request for help decrease over time once the experience and familiarity ramp up 3. It exposes everyone to different types of work. There are exceptions of course. Our P0 bucket has a dedicated set of people that handle that, and they are hand picked because those are house on fire situations that need the experience. Its also the one we put the juniors on when they know the ropes and are ready to take on the critical tasks so they can advance themselves (its good experience for career and personal growth I feel). The other thing i like about this is that as a manager, I can actively encourage behavior by claiming a ticket, or helping someone with a ticket. I really want that culture effect to happen from the top down.

CaptSpify 10y ago

I've had similar experiences in the past. In my situation it was because the Seniors were.... un-helpful to the Juniors, to put it nicely. This is where having a solid group of helpful Seniors can help everyone work better.

no_wizard 10y ago

I've seen this be the case in other places. We used to have a queue based system. Then we went to an auto-assignment process. One of things it has done is open up communication on our team, since when we did it, we implemented as a rule of policy that if you aren't familiar with something getting assigned to you, you first ask for help before trading (we have a formal mechanism for soliciting this). 1. It encourages everyone to be aware that we're here to help 2. It encourages learning, the number of request for help decrease over time once the experience and familiarity ramp up 3. It exposes everyone to different types of work. There are exceptions of course. Our P0 bucket has a dedicated set of people that handle that, and they are hand picked because those are house on fire situations that need the experience. Its also the one we put the juniors on when they know the ropes and are ready to take on the critical tasks so they can advance themselves (its good experience for career and personal growth I feel). The other thing i like about this is that as a manager, I can actively encourage behavior by claiming a ticket, or helping someone with a ticket. I really want that culture effect to happen from the top down.