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.
A work breakdown structure splits a project into deliverables small enough to estimate and assign. Its real function is finding the work nobody remembered until it was late.
A work breakdown structure — usually shortened to WBS — takes a whole project and splits it into progressively smaller pieces until each piece is something one person or team can estimate, own and finish. It is a decomposition of the deliverables, not a schedule and not a task list, and the difference matters: the WBS says what has to exist, and the plan built from it says when and by whom.
The value is not in the tidy diagram. It is that decomposing forces you to name every part of the result, and the parts nobody names are exactly the ones that surface in the last week — the data migration, the training, the sign-off nobody scheduled.
The rule that does most of the work is the hundred percent rule: everything below an item must add up to all of it. Applied honestly, it is what exposes the missing branch — you list the four things that make up a deliverable, look at them, and realise they do not actually amount to the whole thing.
The most common mistake is building the WBS out of verbs. Design the interface, build the interface, test the interface — that is a plan sequence, and it hides scope because activities can always be added later without anyone noticing the total grew. Nouns behave better: the interface, the migrated data, the trained users, the signed acceptance. Each is either done or not, and it is much harder to quietly forget one.
This is also what separates a work breakdown structure from a product breakdown structure, which lists only the physical or functional components of the thing being built. The WBS includes project work that produces no component at all — training, project management itself, the review meetings — which is precisely the work most often left out of estimates.
A WBS built and then filed is half wasted. Kept, it becomes the frame for everything else: estimates roll up through it, progress reports against it, the risk register points at branches of it, and change requests are expressed as additions to it. That last use is the strongest defence against scope creep — when a new request has to be placed somewhere in the structure, its cost becomes visible instead of being absorbed.
For small projects the whole thing is often twenty to forty leaves and fits on one page. The formality of numbered levels and dictionaries belongs to large programmes; the decomposition habit is worth having at any size.
Ettex Board is where the leaves become real: each lowest-level deliverable is a card with an owner and a due date, grouped by the branch it came from, so the structure survives into execution rather than living in a separate document that goes stale after week two.
It does not draw the tree. There is no hierarchical WBS view, no automatic numbering, no roll-up of estimates from children to parents, and no critical-path or Gantt calculation — cards are grouped in lists, which represents two levels comfortably and four badly. Decompose on paper or in a document, then bring the leaves in.
A hierarchical decomposition of a project into progressively smaller deliverables, until each is small enough to estimate and assign to one owner.
No. It says what has to exist; the schedule built from it says when and by whom.
Everything below an item must add up to exactly that item — no missing work and nothing extra. It is what exposes forgotten branches.
Nouns — deliverables rather than activities. Activity lists let scope grow unnoticed; deliverables are either complete or not.
Small enough to estimate within about a quarter and to show visible progress inside one reporting period.
A product breakdown lists only the components of the thing being built. A WBS also includes project work such as training, testing and management.
Decompose into deliverables rather than activities, apply the hundred percent rule at every level, stop when you can estimate confidently — and keep the structure afterwards, because it is what makes new requests cost something visible.
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.