In my experience the breakfix team has no shortage of work to be done relative to staffing. But they have no insight into the relative priorities of things. Tha

In my experience the breakfix team has no shortage of work to be done relative to staffing. But they have no insight into the relative priorities of things. That's where your customer metrics and in depth investigation helps. It's entirely possible a server overheating ticket was in the queue so to speak, and the investigation ends up re-prioritizing an alarm that recovered before anyone was on site to fix it.