Ticket triage: deciding what gets answered first
Triage sorts incoming requests by urgency and owner before anybody starts work. How to set priorities that hold, who should do it, and why first-in-first-out fails.
Project management and time tracking answer different questions, and joining them badly costs more than keeping them apart. Here is the join that is worth making.
Project management and time tracking get sold as one thing and used as two. Project management asks what is happening and what is next; time tracking asks where the hours went. Joining them is genuinely useful — it is the only way to learn what work actually costs — but the join has to be coarse, or you spend more time coding hours than doing the work they describe.
The practical test is whether anyone will act on the answer. If knowing that onboarding took 40 hours rather than 25 would change how you quote the next one, the tracking is worth it. If it would not, you are building a reporting habit with no reader.
This is the rule that decides everything else. If you plan in projects, track hours to projects. If you plan in phases — discovery, build, launch — track to phases. Tracking one level finer than you plan produces data you cannot compare to anything; tracking one level coarser produces totals that cannot explain an overrun. Card-level tracking is the classic mistake: hours logged against forty cards, none of which map to a number anyone quoted.
Estimates improve from comparing whole phases, not from precision inside them. A team that learns "our discovery phases run about 40% over" corrects better than one that knows exactly how many minutes went into each card and still has no ratio to apply.
The work side lives in Ettex Board: columns and cards with drag-and-drop, assignees, colour labels and priority flags, due dates, checklists inside cards, lists and swimlanes for larger boards, and WIP limits so flow stays honest. Every move and edit is logged per card, and the board updates live for everyone. The hours side sits in Ettex Sheets — a row per person per day with a dropdown of project codes, pivots for hours by project and by person, and export to CSV or XLS when finance or a client asks. The join is the shared code, maintained by hand, which for a small team is a minute a week.
Said plainly: Ettex Board has no built-in timer, no hours field on cards, and no automatic roll-up of time into projects or invoices. The connection described here is a naming convention between a board and a sheet, not a feature. It works well up to a few dozen people; beyond that, or if you bill by the hour at volume, a dedicated project-and-time product will pay for itself.
Hours tell you what was spent, not what is about to go wrong. A RAID log carries the other half: assumptions nobody confirmed and commitments owed by people outside the team, reviewed on a cadence rather than at kick-off.
Not everything needs this. If the only question is attendance and overtime, free printable time sheets are faster to run and easier to get signed. The moment someone asks which client paid for Tuesday, the sheet cannot answer, and that is the point at which the extra structure earns its cost.
Against whatever you plan and quote in — usually projects or phases. Task-level hours are expensive to collect and rarely comparable to any estimate anyone made.
Only if hours drive an invoice or a quote. If the question is "what is happening this week", a board alone answers it, and time tracking adds cost without adding an answer.
Cap the list at what fits on one screen, prune quarterly, and keep one internal bucket for admin and meetings so people are not forced to invent a project for overhead.
Yes, if you invoice. The billable ratio is usually more actionable than the total, because it shows how much of the week is capable of being sold.
At the close of each phase. Waiting until the project ends means the lesson arrives after the only chance to apply it.
For a team of a few dozen, yes — a shared project code between a board and a weekly sheet gives you the same ratios. Integrated tools win on volume, hourly billing, and when nobody will maintain the convention.
Project management and time tracking join best at one shared code, kept short and pruned often. Run the work on a board, keep the hours in a sheet, compare phases to estimates — and let the ratio, not the raw hours, be the thing you carry into the next project.
Triage sorts incoming requests by urgency and owner before anybody starts work. How to set priorities that hold, who should do it, and why first-in-first-out fails.
A milestone marks a verifiable completion, not a point in the calendar. How to choose them, how many to have, and why percentage-complete reporting replaced them badly.
The critical path is the sequence that sets the end date. How to find it without software, why most status reports chase the wrong tasks, and what float really means.