"Everything is urgent," and "Bypassing process to report issues" I think have roots in an inability to appreciate the "Cost of Delay" (and Cost of Delay Divided by Duration) between items of work. Consequently, an inability to prioritize appropriately in terms of importance and urgency across competing needs of various stakeholders. Cost of Delay as a framework is helpful in getting those involved speaking the same language (and scaling) in terms of value, time to result, and value of time cycle. In this respect it isn't always necessarily valuable to "Automate everything possible" - the Cost of Delay (whether in terms of value at risk, or value of the other items that could be done with time savings) isn't there for some tasks.
(disclosure: I ran multiple teams across a game studio with over 1Bn downloads)
Yeah, good point. I'd say that's very related. In those circumstances appropriate comparisons of cost (both cost of work, and potential losses from delay) aren't being made and prioritization is not happening.
(disclosure: I ran multiple teams across a game studio with over 1Bn downloads)
Cost of Delay primer: http://blackswanfarming.com/cost-of-delay/