Getting Started

Prerequisites

• Atlassian Jira Cloud instance
• Jira project administrator or site administrator role

Installation

1. Go to the Atlassian Marketplace listing
2. Click Install and select your Jira site
3. The app will appear in your project sidebar as Triage Inbox

Initial Setup

1. Navigate to your project in Jira
2. Open Project Settings → Apps → Triage Inbox
3. Ensure Enabled is toggled on
4. Optionally select which issue types require triage (none = all types)
5. Configure the Decline Workflow — map each decline reason to a Jira status and resolution

That's it! New issues will now automatically appear in the triage inbox.

Triage Actions

Action	What happens	Jira changes
Accept	Issue is triaged and stays in current status	Removes "untriaged" label, posts optional comment
Decline	Issue is rejected with a reason	Transitions to Done, sets resolution, posts comment
Snooze	Issue is hidden until a future date	Removes "untriaged" label, reappears on snooze date
Duplicate	Issue is linked to the original	Creates "Duplicate" link, transitions to Done, posts comment

Keyboard Shortcuts

Key	Action
j / k	Navigate down / up
a	Accept selected issue
d	Decline selected issue
m	Mark as duplicate
s	Snooze selected issue
?	Show shortcuts help

Rotation Schedule

Set up a triage rotation to distribute responsibility across your team:

1. Go to Project Settings → Triage Inbox → Rotation tab
2. Choose rotation type (daily or weekly) and length
3. Set handoff hour and start date
4. Add participants via user search
5. Enable auto-assign to automatically assign new triage items to the current on-call responder

The 3-week schedule preview shows who's on call. Use overrides for vacations or ad-hoc changes.

Triage Rules

Automate triage decisions with rules that fire when issues enter the queue:

• Conditions: Priority, Labels, Reporter, Issue Type, Component (with AND/OR logic)
• Actions: Set assignee, Set priority, Add labels, Set triage responder

Rules are evaluated top-to-bottom. Reorder them to control execution priority.

Project Settings

Configure triage behavior per project in the General tab:

• Issue type filters — Select which types require triage (none = all)
• Creator filter — Include or exclude issues by user or Jira group
• Decline workflow — Map each decline reason to a target status and resolution

Decline Workflow

For each decline reason (Duplicate, Not Actionable, Out of Scope, Wrong Project), configure:

• Target status — The "Done" category status to transition to
• Resolution — The Jira resolution to set (e.g., "Won't Do", "Duplicate")

If not configured, the app falls back to smart defaults (first available Done status + resolution name matching).

Creator Filter

Control which issues enter triage based on who created them:

• All users — Every new issue enters triage (default)
• Only from... — Only issues from specific users or groups
• Exclude... — All issues except from specific users or groups

Useful for triaging customer-reported issues while excluding your own team's work.

Permissions

Triage Inbox uses two custom Jira permissions to control access. These permissions appear in your Jira site alongside other global permissions and can be assigned to specific groups.

Manage Triage Inbox

Default: Jira administrators only

Users with this permission can:

• Enable/disable triage for a project
• Configure issue type filters, creator filters, and decline workflow mappings
• Set up and modify rotation schedules (participants, cadence, overrides)
• Create, edit, delete, and reorder triage rules
• Assign permission groups in the Permissions tab

Users without this permission can still view project settings and rotation schedules, but Save buttons are disabled.

Triage Issues

Default: All users

Users with this permission can:

• Accept issues (with optional note)
• Decline issues (with reason selection)
• Snooze issues (preset or custom date)
• Mark issues as duplicate (with issue search)
• Bulk accept or decline selected issues

Users without this permission can still view the triage queue and issue details in the sidebar, but action buttons are hidden and keyboard shortcuts for triage actions are disabled.

How to configure permissions

1. Go to Project Settings → Apps → Triage Inbox
2. Open the Permissions tab
3. For each permission, search for a Jira group and add it
4. Click Save

Important: Once you assign groups to a permission, only members of those groups will have it. If no groups are assigned, the default behavior applies (Jira admins for Manage, all users for Triage).

Example configurations

Scenario	Manage Triage Inbox	Triage Issues
Default (no configuration needed)	Jira administrators	All users
Dedicated triage team	jira-administrators	triage-team
Team leads manage, developers triage	team-leads	developers
Single project owner	project-admins	project-admins, developers

Jira scopes used by the app

Triage Inbox requests the following Jira scopes. These are granted at app installation and cannot be changed per-user:

Scope	Purpose
Read issues & work	Populate triage queue, fetch details, attachments, statuses
Write issues & work	Transition declined issues, set resolutions, manage labels, create links
Run JQL queries	Batch enrichment and duplicate search
Read issue details	Description, status, assignee, attachments for the sidebar
Read projects	List projects and issue types for settings
Read users & groups	Creator filter, rotation participants, permission group checks
Report personal data	GDPR compliance — weekly report of stored account IDs

Data & privacy

All data is stored in Forge SQL (Atlassian-managed infrastructure). No data leaves the Atlassian platform. The app does not use AI, external APIs, or third-party services.

Stored data includes triage state, project settings, rotation schedules, rules, and dashboard snapshots. A weekly GDPR handler reports stored account IDs to Atlassian and automatically anonymizes data when accounts are closed.

Issue Context Panel

The Triage panel appears in every issue's right sidebar. For pending issues, it shows Accept/Decline/Snooze buttons. For triaged issues, it shows the status and triage history.

Support

Need help? Contact us at support@be4.software or visit our support portal.