Introduction

The support team hosts bug scrubs to triage open TracTrac Trac is the place where contributors create issues for bugs or feature requests much like GitHub.https://core.trac.wordpress.org/. tickets for the Support ForumSupport Forum WordPress Support Forums is a place to go for help and conversations around using WordPress. Also the place to go to report issues that are caused by errors with the WordPress code and implementations.. Effectively triaging these Trac tickets allows us to address enhancements, feature requests, and bugs, to allow for continuous improvements to the support forums. During each scrub, we prioritize and organize tickets based on their urgency and impact. 

All Make Teams follow the steps provided in this handbook for leading bug scrubs, however, this guide is specific to the Support Team.

Preparation

Approval and Assistance 

If you’re looking to host a triage session and want some tips and advice, you can reach out to @vladt, who has experience hosting them. They can provide you with guidance and insights based on their previous experiences. It’s always beneficial to learn from someone who has hands-on experience in organizing such activities.

 
Additionally, make sure to inform the support representative of your plans so that they are aware of the triage session and can assist you in connecting with relevant individuals.

Getting tickets to be triaged

During the session, we only look at Support Tickets with a Normal priority, you can filterFilter Filters are one of the two types of Hooks https://codex.wordpress.org/Plugin_API/Hooks. They provide a way for functions to modify data of other functions. They are the counterpart to Actions. Unlike Actions, filters are meant to work in an isolated manner, and should never have side effects such as affecting global variables and output. them as shown below. 

During the scrub, we go over 10 tickets and these are picked in chronological order, but it’s also important to include any leftover tickets from the previous scrub. Reaching out to the previous host for information on any remaining tickets is a good approach to ensure that you have a complete and updated batch.

The link that you will share during the bug scrub to showcase the tickets you’ll be working on, needs to lead to the appropriate filtered view. This way, participants can focus on the specific tickets you’ll be addressing during the scrub.

You can use Ticket IDs to filter and create a link to the tickets you will be working on. To collect the ticket IDs locate the Ticket column.