Just had a thought.
With all our ticketing/workflow systems, it seems like it should be easy to produce a monthly or quarterly report showing the *fraction* of tickets filed by people that ever have the highest priority, sorted by that fraction (descending) and grouped by role (e.g., direct customer support, management, development, architecture, operations, etc.). Maybe with a cutoff for low numbers of tickets filed, so we don’t get bogus data due to small denominators.
The intent being to (gently) highlight those folks whose lack of planning leads them to file last-minute, high-priority tickets. And maybe encourage them to plan a little better. Maybe a little root cause analysis, five why’s -type stuff. (I’m ignoring those folks who simply think their work is more important than everybody else’s, but that might come out, too.)
I don’t know why this never occurred to me before.