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I love the way my team does it. - All support tickets go into a Kanban board separate from the scrum board - Whomever is primary oncall works exclusively in t
by madrox 4y ago
I love the way my team does it.
- All support tickets go into a Kanban board separate from the scrum board
- Whomever is primary oncall works exclusively in this queue and is excluded from the sprint for that week. Depending on volume, you can add a second goalie.
- If the support queue is empty, the oncall works on lower priority debt or other OE.
- Oncall changes weekly for us on Monday
As a manager, I love it because it's predictable for planning. The team loves it because they're not constantly jerked around.
- bottlepalm 4y ago+1, same for us
- domk 4y agoThis is how our team does it as well. We are 5 engineers at a startup, so inbound support tickets that need to be turned around fairly urgently are common. Having one person dedicated to on call and dealing with support saves everyone else from constant context switching and leaves them to focus on planned work.
- kwanbix 4y agoThat is exactly what I did on my previous team.
- michaelsmanley 4y agoThis is how we manage things as well. Support is a totally different stream of work from product development. I've often had a difficult time getting non-engineering management to understand the difference between proactive work that can be planned and reactive work that is unplannable by its nature. All of it looks like deficiencies in the product to a certain cohort of stakeholders. Eventually, once they see things smooth out by separating those workstreams, they catch on. YMMV.
- madrox 4y agoThis is, in my experience, the core differentiator between a tech company and a non-tech company.
- rednerrus 4y agoWe're doing something similar and it seems to work pretty well.
- xs83 4y agoThis is the way.