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🏷️ Label Management SOP for Specialist Triage Board (QA Workflow)

Use case: Clarify label usage across the QA triage workflow in the specialist board.

Camilo Aponte avatar
Written by Camilo Aponte
Updated over a month ago

Created by: Knowledge & Content Department, Search Atlas

Author: Camilo Aponte

📌 Task Scope

Apply and maintain workflow labels in the Specialist Triage Board to signal QA processing status for support-submitted tickets.

🎯 Objective

Ensure unambiguous triage states for all incoming tickets. Accurate labeling improves queue visibility, prevents invalid escalation, and enables effective dev handoff.

🧪 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)

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

❌ 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

React with :acknowledged: emoji on this SOP in Slack or documentation to confirm team-wide alignment on the process.

✅ 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.


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