Routing
What to do with each item in the queue, where accepted work goes, and how to manage SLA deadlines.
Managing Triage
When it is your turn to manage Triage, your job is to review new issues and make sure each one gets to the right place.
Open your team’s Triage queue and work through the issues one at a time.
Decide what to do with each issue
For every issue, choose one action.
- Accept when the work belongs to your team. This moves it to your team’s default status
- Mark as duplicate when the issue already exists. Its attachments and customer requests move to the original issue
- Decline when the work is out of scope or does not need action. Add a comment when the submitter needs to understand why
- Move it to the team that should own it so it enters that team’s triage queue
- Snooze when you need more time or are waiting for more information. The issue returns at the time you choose or when there is new activity
Plan accepted work
Once you accept and issue, add further context and decide what to do with it.
- Send work with no immediate plan to the backlog
- Set its priority and owner
- Add work that is ready to be planned to the relevant cycle or project
Keep an eye on SLAs
Some issues have an SLA, which sets a deadline for responding to or completing the work.
The SLA indicator on an issue shows how close it is to its deadline. Prioritize issues that are at high risk or have breached their SLA.
You can also use views and notifications to track SLA risk across the team.