Even if it's not a ratio. When any metric becomes a target it will be gamed.
My organization tracks how many tickets we have had open for 30 days or more. So my team started to close tickets after 30 days and let them reopen automatically.
My organization tracks how many tickets we have had open for 30 days or more. So my team started to close tickets after 30 days and let them reopen automatically.
Of course the actual behavior in the article is highly disturbing.