Purpose
Daily Triage is the short operational checkpoint used to assess incoming service desk demand and decide the correct route: incident management, BAU service desk handling, or Product Owner review as a potential idea.
It is deliberately lightweight and decision-led. Service Desk triage is not product discovery; it is the first sorting point that prevents every request from becoming delivery work and ensures genuine product opportunities are handed to the Product Owner with enough context.
Quickly assess: classify the ticket, check urgency and severity, and confirm whether it needs immediate support action.
If incident: follow the Incident Management process and keep it out of the discovery route.
If not incident: decide whether it is BAU service desk work or a potential product idea/opportunity.
If idea: hand off to the Product Owner to create the idea in Jira Product Discovery.
Attendees
- Service Desk Team: required; owns the initial classification and routing decision.
- Support Team Lead / Head of Support: required where priority, volume, escalation or ownership needs review.
- Product Owner: included when tickets may represent product opportunities, recurring demand or platform improvement ideas.
- Engineering / Tech Lead: optional; included where technical input is needed to classify risk, incident impact or feasibility.
- Platform Owner / Business SME: optional; included only where business context is required to decide BAU vs idea.
Input
- New and open service desk tickets requiring classification or routing.
- Incident indicators, urgency, severity, affected users, workaround status and business impact.
- Evidence of repeated pain points, recurring manual work, customer or stakeholder requests, or requests that indicate a product opportunity.
- Known platform priorities, upcoming events, dependencies or constraints that may change triage priority.
- Existing linked Jira issues, known problems, service desk history or previous backlog items.
Output
- Incident: routed to the Incident Management process.
- BAU: retained in the standard service desk process with owner, priority and next action confirmed.
- Idea: handed to the Product Owner for creation in Jira Product Discovery and review through Product Owner triage.
- Escalation: blockers, priority conflicts or unclear ownership raised to the relevant Product Owner, Platform Owner or support leadership route.
- Ticket updates: comments added so the requester and teams understand the triage outcome and next step.
Responsibilities
- Service Desk Team: assess incoming tickets quickly, identify incidents, separate BAU from potential ideas, and keep ticket comments clear.
- Support Team Lead: ensure triage consistency, resolve ownership ambiguity and escalate demand or capacity risks.
- Product Owner: review potential ideas, create the idea in Jira Product Discovery where appropriate, and decide whether the item remains in Parking Lot or moves into discovery.
- Engineering / Tech Lead: advise on technical risk, incident impact, complexity and dependencies where needed.
- Platform Owner: validate business priority and confirm whether the idea needs platform roadmap discussion.