Make sure every issue reported is assessed consistently, assigned the right urgency, and moved forward with clear ownership and next steps—without creating unnecessary interruptions.
Why triage problems?
Not all issues require immediate action
Interruptions are costly
Misplaced urgency leads to poor decisions
Criticality | What it means | Typical examples | Where to report | What happens next |
Urgent | Service-blocking issue needing immediate attention. We need to fix it now | Users cannot access the system, widespread outage, critical workflow completely blocked. | Support Channel (SimplerQMS Only) | You wake up an engineer from the product team. 🚨 |
Bug | Something is broken but not necessarily system-wide or fully blocking for everyone. It can wait until Monday. | Feature doesn’t behave as expected, errors in a specific flow, broken UI elements affecting use. | SimplerQMS Only | PM/Eng triage, prioritize, schedule fix; link to customer cases if relevant. |
Improvement | Enhancement ideas, usability tweaks, or feature requests. We’ll prioritize it in the roadmap | Better filters, small workflow optimizations, new optional capabilities. | Email [email protected] | Added to feedback pool, reviewed in product discovery and planning. |
Bug Priority Levels
The product team assigns priority to incoming bugs:
Priority | Definition | Examples |
Urgent | Service-blocking issue needing immediate attention | System outage; workflows blocked (e.g., “can’t approve”) |
High | Major functionality broken with significant customer/regulatory impact | Archived CR action appears as open in a CR |
Medium | Non-critical functionality broken with moderate user impact, no regulatory impact | Frequent logouts; can’t save views |
Low | Minor issue with minimal impact | Cosmetic UI issues; copy errors |