The art of triage starts with closing  ## Metadata - Author: [[binatethoughts.com]] - Full Title: The art of triage starts with closing - Category: #articles - Document Note: --- tags: - #triage - #open-source - #project-management Author: Unknown Source: binatethoughts.com Reference: https://binatethoughts.com/the-art-of-triage-starts-with-closing/ date created: {{date:2025-05-07}} {{time:14:00}} --- # Title: The art of triage starts with closing ## Table of Contents: - [📝 Summary](#📝-summary) - [📖 Main Content](#📖-main-content) - [🗒️ Notes](#🗒️-notes) - [🗣️ Paraphrase](#🗣️-paraphrase) - [📰 Newsletter](#📰-newsletter) - [✅ Action Items](#✅-action-items) - [🧪 Hypotheses](#🧪-hypotheses) - [📊 Methodology](#📊-methodology) - [❓ Questions](#❓-questions) - [🔮 Future Research](#🔮-future-research) - [💡 Implications](#💡-implications) - [🧠 Learning Styles Assessment](#🧠-learning-styles-assessment) - [📊 Accessibility Assessment](#📊-accessibility-assessment) - [🌍 DEIB Assessment](#🌍-deib-assessment) - [✅ Logical validity](#✅-logical-validity) - [🔍 DARVO Analysis](#🔍-darvo-analysis) - [🔍 SEO Evaluation](#🔍-seo-evaluation) - [🎯 Conclusion](#🎯-conclusion) ### References: - “The art of triage starts with closing,” Binate Thoughts. ## 📝 Summary: This article argues that true triage in open-source projects goes beyond labeling issues—it requires making decisions, especially closing tickets gracefully to maintain clarity and momentum. The author highlights misconceptions, stresses the importance of tone, and differentiates triage from backlog maintenance. ## 📖 Main Content: The author opens by defining triage as a deliberate assessment of project tickets (Trac/GitHub) and insists that closing issues—marking them “not now” rather than leaving them open indefinitely—is essential for healthy project flow. They debunk the myth that triage shouldn’t involve decisions, showing how repeated practice hones judgment. Tone in communications and clear logging of reasoning are emphasized to foster transparency. Finally, they urge scaling triage practices—adjusting labels, making decisions, and closing issues—to create a repository where contributors know what to work on next. ### 🗒️ Notes - **Definition of Triage** - Not just quick labels; requires deep context. - Applies to Trac and GitHub in WordPress and beyond. - **Misconceptions** - Triage ≠ superficial check. - Must slow down to understand data, context, and implications. - **Decisions in Triage** - You can and should decide on issue states. - Revisiting decisions later refines clarity. - **Importance of Closing** - “Closed” means “not now,” not “never.” - Prevents backlog bloat and signals project priorities. - **Tone Matters** - Polite, respectful explanations build contributor trust. - Log decisions for future transparency. - **Triage vs Maintenance** - Triage = urgent assessment; maintenance = long-term improvements. - Both are needed but often conflated. ## 🗣️ Paraphrase: 1. *Original:* “Triage may sound like a quick analysis, a brief check followed by immediate action… it requires a deep understanding of the project, the data, and your knowledge.” *Paraphrase:* Although one might see triage as a simple, fast review, genuine triage demands slowing down and thoroughly grasping the project’s details, relevant metrics, and your own expertise. 2. *Original:* “Closing an issue is not a final decision; it simply means ‘not at this time’… an open ticket for years doesn’t serve anyone well.” *Paraphrase:* Marking an issue as closed isn’t permanent—it’s merely a “pause”—yet leaving tickets open indefinitely only creates confusion and stalls progress. ## 📰 Newsletter: Hey folks! 🚀 This week’s highlight: mastering **triage** in WordPress. Closing old tickets isn’t rude—it’s smart. It clears the way for fresh contributions and sharper roadmaps. Remember: every closed ticket is a “not now,” not “never”! Plus: new Gutenberg plugin updates, community spotlight on recent GitHub triage champions, and tips for respectful issue comments. Dive in: https://binatethoughts.com/the-art-of-triage-starts-with-closing/ ## ✅ Action Items: Craft a prompt that asks: > *“How does this article on triage align with my goals as a Developer Advocate at GoDaddy—particularly my focus on open-source advocacy, contributor engagement, and education—and support my aspiration to lead an OSPO with transparency and inclusivity in WordPress governance?”* ## 🧪 Hypotheses: 1. Regularly closing stale tickets increases new contributor onboarding by 20%. 2. Clear logging of triage decisions reduces duplicate issues by 30%. 3. Polite closure comments improve contributor satisfaction scores. ## 📊 Methodology: - **Data Sources:** GitHub/Trac issue logs, contributor surveys. - **Design:** A/B test two triage styles (with vs without closure logging). - **Analysis:** Compare issue resolution time, new PR rates, and survey feedback. ## ❓ Questions: - Does closing tickets discourage future contributions? - How do different labeling strategies affect triage efficiency? - What tone resonates best with diverse contributor groups? ## 🔮 Future Research: - Explore automated vs human-led triage workflows. - Study the impact of time-boxed triage sessions on backlog health. - Test visual dashboards for triage decision transparency. ## 💡 Implications: Improving triage can streamline project management, boost community morale, and guide resource allocation. Well-maintained backlogs attract more contributions and reduce decision fatigue. ## 🧠 Learning Styles Assessment: - **Visual:** Article lacks diagrams; add flowcharts of triage process. - **Aural:** No audio summary; suggest podcast episode recap. - **Verbal:** Good use of examples; could include more analogies. - **Kinesthetic:** No hands-on tasks; add interactive triage exercises. - **Logical:** Strong step-by-step reasoning; include sample decision trees. - **Social:** No collaboration prompts; link to issue triage workshops. - **Solitary:** No reflection points; embed journaling prompts. - **Naturalistic:** No environmental analogies; compare triage to forest fire management. ## 📊 Accessibility Assessment: - **Screen Reader:** Headers are semantic; images missing alt text—add descriptions. - **Keyboard:** Content is text-based; ensure links are focusable. - **Contrast:** Text on white background is high contrast. - **Resizing:** Responsive layout; confirm text zoom doesn’t break layout. ## 🌍 DEIB Assessment: - **Cultural Relevance:** Examples focus on WordPress; include non-tech analogies. - **Inclusive Language:** Generally neutral; avoid jargon like “scale.” - **Neurodiversity:** Long paragraphs; suggest shorter blocks. - **Representation:** Contributors are assumed; include quotes from diverse maintainers. - **Safety:** No sensitive topics; tone is respectful. ## ✅ Logical validity: - **Strong Inductive:** Observations of triage sessions lead to broader best practices (L8–L9). Strengthens argument by real-world evidence. - **Sound Deduction:** “If tickets remain open, backlog grows → closing prevents clutter” (L9–L10). Clear cause-effect. - **No Fallacies Detected.** ## 🔍 DARVO Analysis: No denial, attack, or reverse-victim tactics present. Tone remains constructive, not defensive. ## 🔍 SEO Evaluation: - **Keywords:** “triage,” “closing issues,” “open-source” appear early. - **Meta Description:** Absent—should add one under 160 chars. - **Title Tag:** Clear but >60 chars—consider trimming. - **Headers:** H2/H3 used appropriately. - **Links:** Internal links to Automattic blog; add relevant WordPress docs. - **URL:** SEO-friendly. - **Images:** Missing alt text. - **Mobile:** Responsive theme. - **Engagement:** No CTAs; suggest comment prompts. - **Schema:** No article schema; recommend adding. ## 🎯 Conclusion: Graceful closure is the keystone of effective triage. By deciding, communicating, and logging closures, projects stay focused, transparent, and welcoming—fueling sustainable open-source growth. - Document Tags: [[wordpress]] [[wordpress contribution]] [[open source contribution]] - Summary: Triage remains one of the most important things to do in any scale project. When I refer to triage, I mean not just processing something but taking a good, hard look at it and deciding the direction. - URL: https://binatethoughts.com/the-art-of-triage-starts-with-closing/ Triage remains one of the most important things to do in any scale project. When I refer to triage, I mean not just processing something but taking a good, hard look at it and deciding the direction. This is a skill that is hard to learn and refine. Many years ago, I wrote a post on the now-closed [Automattic design blog](https://a8cdesignflow.wordpress.com/2017/07/24/the-importance-of-triage-practice/) about the art of triage; I want to reflect today on one aspect of that, closing. This is still a daily practice for me and remains even more critical as the project of WordPress scales and our open-source projects mature. When I talk specifically about triage in this post, I am talking about tickets and issues within WordPress —in this case, both on Trac and GitHub, depending on the area. The thoughts apply beyond just one project to the art, hence the name. I use this practice in my work on products and with consultancy. It scales, but it is an art form I have learnt through open-source projects.  #### Misconceptions around triage Triage may sound like a quick analysis, a brief check followed by immediate action. However, to ensure that you are providing the proper treatment, it is essential to slow down and take the time to analyze the situation. This is the ‘art of triage.’ It involves more than just applying a label and moving on; it requires a deep understanding of the project, the data, and your knowledge. Oftentimes, it’s not only about labelling; it’s about truly comprehending the context and implications. #### Triage should be making decisions One common misconception about triage is that no decisions can be made during the process. I strongly disagree with this notion. Ineffective triage can occur when no decisions are made; however, as long as you are clear about the reasons behind your choices, it is valid to make them. You may need to revisit those decisions later, which can provide additional clarity. Engaging in triage over time improves your decision-making skills. Through my regular triage sessions, I have become more adept at understanding the areas of the projects I am involved in. Triage has helped me gain insights into the overall situation within WordPress, and it continues to give me that gift on any project I work on. #### Closing is critical As a project, we need to close issues. Triage is ineffective if we don’t consider closing an option. Closing an issue is not a final decision; it simply means “not at this time” and can be revisited later. It’s essential to close issues politely. If we are honest, an open ticket for years doesn’t serve anyone well. It is either a sign that nobody wants to decide, a consensus couldn’t be reached, or that the time wasn’t right. There often seems to be an aversion to closing issues, which I have noticed among contributors repeatedly. The reality is that if we do not close tickets, it creates more problems. Without a closed state, it’s difficult to identify what should be prioritized over time. Maintainers and contributors need to clear pathways and be transparent with issue creators about what will or will not be included in the project roadmap. This is where we need to make decisions, and the true skill of triage comes into play. You might not always be the one making the decision; sometimes, you may need to direct it to the decision-makers who oversee specific components, for example. #### Tone matters in triage. One of the most significant issues when anyone participates in triage or issue management is the tone of the tickets. I struggle with this myself, far from always getting it right. It is a fine art, and I am continually learning and working on it. Triage is not just about taking action; it’s also about effectively communicating the message. You must be clear and respectfully explain why a particular state needs to be changed. Additionally, it’s important to log all decisions so that future participants can understand their reasoning. #### Backlog maintenance or triage? When managing projects, it’s essential to differentiate between triage and maintenance. Triage involves assessing the current situation and identifying urgent issues, while maintenance requires a more in-depth focus on long-term improvements. If we are honest, we haven’t fully implemented both processes in WordPress currently. This is a semantic point for now, although having a difference in practice is essential. Today’s focus, I would recommend, should be on making the triage process more effective and scaling up. This includes adjusting labels, making decisions, and closing issues, which would be a significant step forward. #### The art of triage starts with graceful closure I stand by my statement that triage is akin to an art form when done correctly. It’s an incredible aspect of project management, and I personally aspire to improve at it each year I work. Over the years, I’ve learned that, as someone in product, triage has become my lifeblood. It offers valuable perspectives, and as a creator, it helps me understand and acquire knowledge. This practice is rewarding as you learn along the way, and there is always something new to discover. A healthy repository includes all ticket states—both open and closed—along with proper labelling and a two-way flow of information. It remains active and well-maintained. While I understand that closing tickets can be challenging due to concerns about pushback or reactions and the fear of making the wrong decision, it’s important to remember that nothing is beyond correction. If you close tickets gracefully and leave a clear trail, you can easily address any issues that arise later. This is why I titled this post’ The art of triage starts with closing’. A project that has a healthy closing, good ticket updates, and confident maintainers who comment and keep the flow going on issues by closing is healthy and will attract contributions. It is also one where you can see what to work on and be productive. Proudly Powered by [WordPress](https://wordpress.org), The art of triage starts with closing, binatethoughts.com, 01jtkvj5dp2xng1rz0d5mdrc4b.