Our organization is a co-operative and supporting about 200+ small to very large supermarkets. Recently we adapted agile methodology for new projects as well as supporting the current software. We have 2 teams who run the projects as well support the business and we take turn to support the existing business for 4 weeks. Generally 1 person in the team managing all the incidents and requests from our customers and maintenance work is distributed among the assigned team
We find it very hard to put those incident/request in product backlog or fix them in kind of agile way. Sometimes we have to take a bunch of SRs/Incidents and create one or two iterations to to fix those issues. At times analysis or investigation takes more time than actual change.In nutshell its not one product but may be small changes to 10 different areas of business.
Is anyone in same situation like us? If yes how to handle or incorporate these small changes in product backlog? Any suggestion is appreciated.