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| 1 | ============= |
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| 2 | Ticket Triage |
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| 3 | ============= |
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| 4 | |
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| 5 | Ticket triage is a weekly, informal ritual that is meant to solve the problem of |
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| 6 | tickets getting opened and then forgotten about. It is simple and keeps project |
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| 7 | momentum going and prevents ticket cruft. |
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| 8 | |
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| 9 | It fosters conversation around project tasks and philosophies as they relate to |
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| 10 | milestones. |
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| 11 | |
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| 12 | Process |
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| 13 | ------- |
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| 14 | - The role of Ticket Triager rotates regularly-ish, and is assigned ad hoc |
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| 15 | - The Triager needs a ``Trac`` account |
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| 16 | - The Triager looks at all the tickets that have been created in the last week (or month, etc.) |
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| 17 | - They can use a custom query or do this as the week progresses |
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| 18 | - BONUS ROUND: Dig up a stale ticket from the past |
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| 19 | - Assign each ticket to a milestone on the Roadmap |
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| 20 | - The following situations merit discussion: |
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| 21 | - A ticket doesn't have an appropriate milestone and we should create one |
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| 22 | - A ticket, in vanishingly rare circumstances, should be deleted |
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| 23 | - The ticket is spam |
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| 24 | - The ticket contains sensitive information and harm will come to one or more people if it continues to be distributed |
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| 25 | - A ticket could be assigned to multiple milestones |
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| 26 | - There is another question about a ticket |
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| 27 | - These tickets will be brought as necessary to one of our meetings (currently Tuesdays) for discussion |
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