Ticket Prio Requests · Talkpush Bugs board

PGS Prio Triage

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Concentrix tickets by state

By month opened

Source: the Hypercare "Daily SLA digest" email for Concentrix, the authoritative SLA report. Every ticket is a client-facing HS ticket; where an internal PGS ticket exists it is shown alongside. Resolution targets per Jira priority, from creation, in calendar time: Blocker 24 h · Major 5 days · Medium 21 days · Minor 60 days · Trivial 90 days. A paused clock means the SLA timer is stopped while the ticket waits on the client.

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A read-only stale-checker agent compared each open board ticket with its linked Jira tickets (HS, SE, PGS…), merged PRs that name the ticket, and recent comments. It only flags: nothing was moved in Jira. "Likely done" means a linked ticket covering the same problem is closed, or a comment confirms the fix. "Needs a look" means weaker evidence, such as a merged PR with no confirmation.

By section

By severity

By readiness

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Closed since the last run

Section

Severity

Readiness

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Patterns across tickets

Sections: Spanish-speaking clients (Mexico, LATAM, Spain) are listed separately. Every other client, including all of Europe, and any ticket spanning several regions or the whole platform, is in the Asian & English section. Concentrix tickets are not listed here; they get the dedicated Concentrix SLA tab.

Order within each section: severity first, then tickets under the Concentrix SLA, then readiness (quick wins first, waiting-on-others last), then board position. Each ticket was read in Jira and checked against the code by a read-only triage agent. Confirm the root cause before starting work.

Severity: Blocker = a client can't hire or data is corrupted at scale, with no workaround. Critical = a core flow is broken with only a painful workaround. Major = a real defect with limited scope. Minor = a feature request or low impact.