Sam Clemens escribió:
One factor which makes this happen usually in support situations is when some pointy-heads have arbitrarily designated some sort of contractual obligation to get X% of problems solved in Y amount of time...and a ticket open for several days "screws up our performance metrics", and therefore the contract.
This , AFAICS, does not happend in R&D at all, and I think that managers will **not** be happy if they find this behaviuor..(aka, they will start "kicking asses" :-P ) You cannot make a company sustainable in anyway if you measure the progress "per report closed" as your main indicator, that is like measuring software progress by Lines of code... -- "Progress is possible only if we train ourselves to think about programs without thinking of them as pieces of executable code.” - Edsger W. Dijkstra Cristian Rodríguez R. Platform/OpenSUSE - Core Services SUSE LINUX Products GmbH Research & Development http://www.opensuse.org/