Then you get other side-effects, like them ignoring or infinitely delaying tickets that are harder to solve. It’s a somewhat universal rule of capitalism: As soon as there is a metric for success, the goal is to game that metric as much as possible, because that maximizes the supposed success while minimizing costs.
You can try to define multiple metrics to make this more difficult. And you can set a higher target value than necessary, so that even with the gaming, it’s still within an acceptable margin.
But IMHO it’s still better to just treat it as a cost of doing business than to invest lots of money to try to make it measurable in an attempt to reduce the money spent.
Then you get other side-effects, like them ignoring or infinitely delaying tickets that are harder to solve. It’s a somewhat universal rule of capitalism: As soon as there is a metric for success, the goal is to game that metric as much as possible, because that maximizes the supposed success while minimizing costs.
You can try to define multiple metrics to make this more difficult. And you can set a higher target value than necessary, so that even with the gaming, it’s still within an acceptable margin.
But IMHO it’s still better to just treat it as a cost of doing business than to invest lots of money to try to make it measurable in an attempt to reduce the money spent.