Planning for unplanned work

The guide examines strategies for managing unplanned work, which includes unexpected issues such as bug reports and feature requests. It outlines two key phases: intake and execution. The intake phase focuses on minimizing friction in reporting issues, using integrations with tools like Slack and customer support platforms to streamline the process. Linear developed a feature called Linear Asks to convert Slack conversations into actionable requests, enhancing the intake process. The execution phase involves organizing unplanned work in a centralized system called Triage, where issues are reviewed, prioritized, and assigned to ensure efficient handling. Triage helps filter out irrelevant or duplicate requests and establish clear responsibilities, akin to a first responder system, supported by service-level agreements (SLAs) to prioritize time-sensitive tasks. By implementing these strategies, organizations can transform unplanned work into a manageable and systematic process.

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