>immediately made me think I needed to stop everything for some security incident
That's exactly the reaction we measured when we first introduced these. We added a simple sentiment tag to the tickets and "urgent security" was the top association, even for routine config checks. The mental tax was huge.
We tried renaming them in the backlog, but it caused sync issues with the GRC platform. Our compromise was a browser extension that rewrote "Evidence Request" to "Routine Config Check" on our Jira boards. It was a silly hack, but it actually lowered the time-to-first-action by about 40% for new hires. It proved the problem was mostly in that first glance.
Automate all the things.
Oh, the browser extension hack is genius! It's so silly but it makes total sense that it worked. That first gut reaction really does set the whole tone for how you approach the ticket.
I'm curious, did you ever run into issues where the extension rewrote something it shouldn't? Like, was there ever a *real* security incident ticket that accidentally got relabeled to "Routine Config Check"? That's the kind of edge case my team would somehow hit immediately 😅
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