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Standup Meeting & Ticket Review Processes

This document describes the daily routine around standups, ticket reviews, and technician preparation. It is written in plain, step-by-step language so new staff can easily follow it.

1. Technician Process – Filling the Standup Form

When: Every morning, before the daily standup (within 30 minutes of shift start).

Steps:

  1. Open the current week’s Daily Standup Form.

  2. For each ticket you are working on:

    • Enter Ticket # and Task/Description.

    • Select Priority (Critical, High, Normal, Low).

    • Mark Today’s Focus if you expect to finish it today.

    • Add what you completed yesterday.

    • If there is a blocker, mark Yes, describe it, and note who can help.

    • Suggest your accountability target time (11am, 2pm, 4pm, or EOD).

  3. Double-check that your updates are clear, short, and professional.

Goal: Come to the standup prepared to explain what you are working on, what’s done, and where you need help.

2. Manager Process – Ticket Review Before Standup

When: Every morning, before the standup (allow 15–20 minutes).

Steps:

  1. Open the ticketing system (Autotask) and check the queue health:

    • Look for tickets in New or Triage that have missed the first response.

    • Check for tickets breaching or close to breaching SLA targets.

    • Review Critical/High-priority tickets first.

    • Identify any tickets sitting in Awaiting Customer/Vendor without follow-up times.

  2. Compare tickets in Autotask with those listed on the Daily Standup Form.

  3. Make notes on:

    • Tickets are not listed by a technician, but are in their queue.

    • Blockers that need management action.

    • SLA risks.

  4. Bring these notes to the standup to guide questions.

Goal: Arrive at the standup knowing which tickets or risks to raise, and where to push for a result.

3. Standup Meeting Process

When: Daily, ~30 minutes after start time.
Duration: Maximum 15 minutes.

Steps:

  1. Kick-off (Manager)

    • Remind the team of time limits and purpose: “Quick update, blockers, accountability. Not a deep-dive.”

  2. Round-Table (Technicians)

    • Each technician shares from their form:

      • What I completed yesterday.

      • What I will complete today.

      • What’s blocking me.

    • Keep answers under 2 minutes per person.

  3. Manager Questions & Clarifications

    • Based on ticket review notes, ask about:

      • Unlisted tickets in queues.

      • Blockers that need escalation.

      • Tickets close to SLA breach.

  4. Accountability Targets

    • Agree on which tickets must be updated or closed by 11am, 2pm, and 4pm.

    • The manager records these targets.

  5. Wrap-Up

    • Remind technicians: updates must be made in the ticket system, and the next check-in will be at the agreed-upon times.

    • Save and close the form for the day.

Goal:

  • Ensure every technician has clear daily targets.

  • Make blockers visible so they can be solved quickly.

  • Keep the whole team aligned on priority tickets.

4. Key Principles

  • Be concise: Keep the standup to 15 minutes max.

  • Be prepared: Technicians must fill the form before the meeting. Managers must review tickets before the meeting.

  • Be accountable: Every technician leaves the meeting with clear targets tied to 11am/2pm/4pm follow-ups.

  • Take it offline: Long technical discussions happen after the standup, not during it.

✅ Following these processes keeps the team focused, clients updated, and tickets moving towards resolution within SLA.

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