checklist · daily triage 15 minutes
Daily triage · 15 minutes
Read in 30 seconds before the session. The discipline is fast: route in under three minutes per ticket. Ambiguity goes to the unclear bucket, not in-session decisions.
TIP
Daily triage is short on purpose. The CS Lead is sorting; the PO is listening for brief input candidates. Depth lives at the bi-weekly sync, not here.
Before the session
[ ] CS Lead has skimmed yesterday's queue.
because:sorting in-session burns the 15 minutes — Practice · Step 1[ ] PO is in the room (or on the call). Two attendees: CS drives, PO observes. More is sprint planning.
because:the PO's presence is what spots brief-input signals — Practice · Evidence[ ] Yesterday's unclear bucket reviewed. Items still unclear from prior days surface — either route now or push to the trio thread.
In the 15 minutes — three streams
[ ] Each ticket routed in under three minutes. Bug · Brief input · Noise.
[ ] Bug = traces to a chain level + reproducible OR ≥2 named reporters. Open the L2 escalation; link related tickets.
because:a bug ticket without a chain level is brief input or noise, not a bug — Practice · Step 4[ ] Brief input = change in what's being built, not defect in what was built. Captured for next cycle's discovery pile. Reply acknowledging.
[ ] Noise = single occurrence, configuration/account/known-issue. Filed (not deleted). Searchable if a pattern emerges later.
[ ] Unclear = takes >3 minutes to route. Goes to the unclear bucket — read at the next bi-weekly sync.
because:triage is fast; depth lives elsewhere — Practice · Step 5
Honesty checks
[ ] At least one ticket per week routed as brief input. If a month passes with zero brief inputs, either the cycle is shipping perfectly (unlikely) or the team is forcing tickets into bug/noise.
because:brief inputs hide in bugs when CS routes defensively — Practice · Evidence[ ] No ticket fixed in-session. Triage routes; it does not solve. Fixing in-session blows the 15-minute bound.
At the end
[ ] Close on time. 15 minutes. If you ran over, that's a signal — fewer in-session decisions, more unclear bucket entries.
[ ] Friday: write the helpdesk reading. Five lines, sent to the trio. Feeds the bi-weekly sync.
If triage runs >25 minutes, you are solving, not routing. Move the depth to the bi-weekly sync.
See also
- Practice — Daily triage · Helpdesk reading
- Template — Helpdesk reading
- Canon — After We Build · Bugs and Their Roots · Did We Serve · Support-to-bug pipeline