Oh, I see... I just assumed people read tickets and did the work and updated the ticket?
For example, I went through a dozen tickets this morning and 96% of my time was spent either writing updates or doing the work the tickets were talking about. 4% probably went to reading the ticket itself and placing it in the correct place after updates/work. That 4% means meetings later will flow faster, and I don't have to remember or write down details and statuses of things somewhere else.
Are people really wasting time on 'ticket management' that isn't as I've described?
Edit:
I've spent some time thinking about this, and despite being the org owner for our companies Azure DevOps instance I'm actually firmly in the 'Ops' camp of Ops<->DevOps<->Dev. My job is mainly Ops and I do some DevOps/SRE work on the side as the pragmatic-infrastructure-guy. I often see lots of nonsense done in the Developer camp. I think why I don't see the downsides of tickets is because I come from the background where tickets are more Help Centre-like. It's just pieces of work that needs doing or people need help with. If the help centre started arguing about if something is 'high' or 'critical' or spent 50% of their time just 'managing tickets' then they would flat-out just get fired. I guess that's the cultural difference between HC/Ops and 'Dev' that I wasn't really seeing before.
For example, I went through a dozen tickets this morning and 96% of my time was spent either writing updates or doing the work the tickets were talking about. 4% probably went to reading the ticket itself and placing it in the correct place after updates/work. That 4% means meetings later will flow faster, and I don't have to remember or write down details and statuses of things somewhere else.
Are people really wasting time on 'ticket management' that isn't as I've described?
Edit:
I've spent some time thinking about this, and despite being the org owner for our companies Azure DevOps instance I'm actually firmly in the 'Ops' camp of Ops<->DevOps<->Dev. My job is mainly Ops and I do some DevOps/SRE work on the side as the pragmatic-infrastructure-guy. I often see lots of nonsense done in the Developer camp. I think why I don't see the downsides of tickets is because I come from the background where tickets are more Help Centre-like. It's just pieces of work that needs doing or people need help with. If the help centre started arguing about if something is 'high' or 'critical' or spent 50% of their time just 'managing tickets' then they would flat-out just get fired. I guess that's the cultural difference between HC/Ops and 'Dev' that I wasn't really seeing before.