Version 6 (modified by Daniel Kahn Gillmor, 9 years ago) (diff)


A KibiTicket by 2013

At the November 3, 2012 support-team meeting, Ross set us an ambitious cleanup goal for this ticketing system. Reduce the number of open (new, assigned) tickets to below 1024 (one KibiTicket) by the beginning of the upcoming calendar year.

Our shorthand for "A KibiTicket by 2013" is KiT×2013.

status and timeline

We started with about 1850 tickets in a new/assigned state on November 3rd. With 59 days until the calendar year ends, this requires us to close on average 14 tickets per day -- all while continuing to deal promptly and effectively with incoming tickets.

Likely Candidates for Triage

If you want to help, here are some tickets that are likely candidates for cleanup:

Some examples of tickets that can probably be closed with a brief message are:

  • old tickets that describe urgent/acute issues which have been resolved.
  • old tickets which concern a defunct membership.

Some examples of tickets that can be placed in the "feedback" state are:

  • a ticket where a suggestion was made by that might resolve the issue, but the reporter has not responded or provided evidence that they've tried the suggestion.
  • a recent ticket that reports a problem which does not appear to be replicable.

Another helpful way to find tickets that can be closed is consolidation:

  • find a bunch of tickets that are all in reference to the same underlying issue. choose a particularly-representative one, (or write up a new ticket with a nice clear summary), and close all the rest with a reference to the representative ticket.

Use your judgment, and feel free to raise concerns on the support-team list.

Best Practices

Acknowledge and Apologize for Abandoned Tickets

It's sad, but some tickets never got a proper response at all. We should be forthright about these failures, and apologize for having left them for so long. A good rule of thumb is to think of the message you write as you triage the ticket as a brief e-mail to the person who reported it. If you got an e-mail about a problem reported 4 years ago, you'd want to see at least a brief acknowledgment that the time lag is absurd. And an apology doesn't hurt here.

Cleanup Keywords

As you're triaging a ticket, go ahead and scan the keywords field. Try to normalize the keywords into a space-separated list of the relevant terms. Take a quick search for other similar tickets to see what their keywords look like if you're not sure what's plausible. This isn't terribly important, and your time will be better spent closing other tickets. Once you've closed a dozen or two, you'll have a pretty decent sense of what sort of keywords are reasonable.