In order to improve the quality of the tickets handling, a standby service is put in place in the EN-CV-CL section.

Standby duties

The primary role of the section member in standby is to reduce the time tickets are left unassigned.

Although section members can/should take the tickets on a voluntary basis, some tickets are sometime left orphans during a significant amount of time. The standby person will then assign each of these orphan tickets to a member of the section. Ideally all section members should be able to handle all requests or ready to learn how to handle them. The default criteria for the assignment are then the load balance and availability of the potential assignee.
"EN-CV-CL Current year Activity" JIRA dashboard.

However, in some circumstances, to optimize the resolution quality and efficiency, tickets can be given to somebody who is already handling tickets of the same type or related to the same control system.

The secondary role of the standby person is to promote the diffusion of the knowledge in the section. This person shall then identify from the tickets submitted during his/her standby period those which deserve to be described in the next section meeting. The description will be done by the assignee.

Finally, the standby person shall help keeping the KPIs at a reasonable level. He/she shall extract the KPIS figures for the next section meeting and remind members whose tickets are not in a good status with respect to the KPIs.

Calendar

A calendar is established with rotations based on one-week periods.

In case of unavailability, it is the responsibility of the unavailable person to find in advance somebody with whom to swap the week of duty.

weeks	Doru	Helmut	Jeronimo	Julien	Marcos	Renaud	Sabri	Soren
w18		X
w19			X
w20				X
w21					X
w22						X
w23							X