Ask HN: How do you balance support and sprint tickets?
by throwawayops123 on Hacker News.
Our DevOps/SRE team has been trying to do Scrum for over a year but the sprints are always derailed by support work. They’ve tried to add support tickets to the sprint as they come in, but that changes the sprint scope and renders the “velocity” metrics useless. They’ve tried to exclude support tickets from the sprint and keep the scope very small. Some weeks it works, other weeks they overdeliver by a lot (because there were fewer support tickets and they got a lot of tickets from the backlog). I’m thinking Scrum is useless for that team but management insists all engineering teams must use scrum. Do you have any advice for managing tasks in a team that has support/adhoc and project tickets?