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Hi Martin,
The situation at hand may sound bit tricky, as you've described - still, it could be addressed.
If you take a step back and think for a moment, how will this situation change/improve when we've lesser unplanned work to handle?
Why we've so many bugs coming in from live application? - specially when it's handling monetary transactions. and how could we minimize bugs from going to production?
Do we put in enough efforts testing the functionality? what about automating some of it (or even better most of it) ? -if not doing that already.
Observe how much (more) effort and money you guys have to spend to fix the bugs in this reactive way - You could even share your observations with your team/leadership and the potential cost savings if bugs were fixed during development.
As far as addressing current situation, time boxed development may not be the ideal solution considering the unknown. You may consider how Albert is already handling it or alternately, consider Kanban approach, where you (/those who are responsible for addressing customer requests) prioritize the list of bugs/features and the team members pull from there.
Hope that helps, what are your thoughts?
Best,
Kamlesh Ravlani, CSP
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