[apologia]

Exactly. If you are capable enough to file useful tickets you are capable enough to read the code, run it locally, test out changes, tweak copy, etc.

You are wasting money paying people to write tickets and not read code.

[ralferoo]

I think you have a very narrow view of software development practices. In most companies I've worked at, most tickets are created by the QA team, few of whom have ever seen the source code and there's no reason why they'd ever need to.

They raise a ticket about the problem they encounter, and then other people triage it and try to find a way to reliably repro the issue, and then it gets passed to the development team when there's something actionable.

[dzhiurgis]

I've worked in various companies as a developer and my worst experiences were where access to code is restricted, but BA's create these esoteric tickets with about 3 words in description...

I'm happy for them to raise tickets within their realm (and by the way lets not conflate support tickets vs actual work items), but please have some manager sift them thru into something meaningful.