Created by: Knowledge & Content Department, Search Atlas
Author: Camilo Aponte
📌 Task Scope
📌 Task Scope
Apply and maintain workflow labels in the Specialist Triage Board to signal QA processing status for support-submitted tickets.
🎯 Objective
🎯 Objective
Ensure unambiguous triage states for all incoming tickets. Accurate labeling improves queue visibility, prevents invalid escalation, and enables effective dev handoff.
🧪 ReproSteps
🧪 ReproSteps
1. Open the Specialist Triage Board in Linear.
2. Identify a ticket under the “Open” column without a QA status label.
3. Begin QA:
- If you start review: move the ticket to “QA Review” column and apply label QA Review.
- If ticket is invalid: move to “Invalid ticket” and apply label Invalid ticket.
- If ticket is valid and scoped: move to “Valid ticket” and apply label Valid ticket.
4. Remove QA Review label after final classification.
5. Confirm completion by reacting with :acknowledged: on this SOP in Slack.
📑 Ticket State Logic (QA Labels)
📑 Ticket State Logic (QA Labels)
Access the Specialist Triage Board and process each ticket according to the logic below:
Board View: Submitted, Not QA'd (Triage)
- Submitted
- Status: Newly filed ticket
- Location: Open column
- Label: None
- In Review
- Trigger: QA initiates validation
- Action: Move to QA Review column
- Label: QA Review (<|subteam^S08H4MVGD5M>)
- Note: Remove label once QA is completed
- Denied
- Trigger: Ticket is invalid, duplicate, or malformed
- Action: Move to Invalid ticket column
- Label: Invalid ticket (<|subteam^S08H4MVGD5M>)
- Note: Apply even if bug is fixed manually and passed to devs
- Approved
- Trigger: Ticket validated, scoped correctly, assigned to repo and developer
- Action: Move to Valid ticket column
- Label: Valid ticket (<|subteam^S08H4MVGD5M>)
❌ Failure Modes
❌ Failure Modes
❌ Missing or inconsistent labels post-column move
❌ Premature approval without confirming repo/assignment
❌ Incorrect use of “Invalid” label on repairable issues
❌ Failure to acknowledge label changes with team
💡 Ops Signal
💡 Ops Signal
React with :acknowledged: emoji on this SOP in Slack or documentation to confirm team-wide alignment on the process.
✅ Completion Criteria
✅ Completion Criteria
✅ All tickets display current QA state via label and board position
✅ Valid issues are assigned and surfaced to engineering
✅ Invalid items are archived or clarified for support
Once done
The ticket will reflect the correct QA state, remain visible for engineering triage, and stay traceable across the full support-to-dev workflow.