Bug Triage Priority Score

Formula

Score = (Impact × 0.4) + (Urgency × 0.3) + (Users% × 0.2) + (NoWorkaround × 0.1)

We use a weighted average to calculate a score from 1-10. Impact (Business/System damage) carries the most weight, followed by Urgency (Time sensitivity), Reach (Users affected), and Difficulty of Mitigation (Workaround).

Worked Examples

Example 1: System Down

Problem:Critical Impact, Immediate Urgency, 100% Users, No Workaround

Solution:Score = 10. All metrics maxed.

Result:P0 (Critical) - Fix Now

Example 2: Typo in Footer

Problem:Low Impact, Low Urgency, 100% Users, Easy Workaround

Solution:Score ~2.5. Low impact drives score down despite high reach.

Result:P3 (Low) - Backlog

Frequently Asked Questions

Difference between Severity and Priority?

Severity is technical: 'How broken is it?' (e.g., System Crash = Critical). Priority is business: 'When should we fix it?' (e.g., Crash on unused page = Low Priority). Bug Triage Priority Score combines both into a Priority score.

What is 'Triage'?

Derived from French medical terms, it's the process of sorting bugs to ensure resources are spent on the most important issues first.

How to handle security bugs?

Security bugs often default to High/Critical regardless of user reach due to the existential risk they pose. Use the Security Incident Triage calculator for those.

Background & Theory

The Triage Matrix

Effective triage removes emotion. It places every issue on a matrix of **Impact vs. Urgency**.

Definitions

Impact: The depth of the damage. (Data loss > Visual glitch).
Urgency: The time sensitivity. (Broken checkout > Broken 'About Us' page).
Breadth: The scope. (All users > One user).

The Priority Levels

P0 (Critical): Emergency. Engineers stop current work. War room assembled. 24/7 effort until fixed.
P1 (High): Urgent. Fix in current or next sprint. No new releases until resolved.
P2 (Medium): Normal. Schedule in backlog. Fix when convenient.
P3 (Low): Cosmetic/Minor. "Nice to have." Often closed as "Won't Fix" if older than 6 months.

Practical Tips

Automate: Use this logic to auto-assign priority based on ticket fields.
Review: Re-triage old bugs. A P2 might become a P1 if a major client complains.
Zero Bug Policy: Some teams operate on "Fix or Close." No backlog of bugs allowed.

History

Medical Origins

Triage originated in Napoleonic wars to sort wounded soldiers: those who would die regardless of care, those who would survive without care, and those who *needed* immediate care to survive. Software adopted this to manage the infinite influx of bugs.

The Waterfall Era

In early software development, bugs were just lists. QA would log thousands of defects before release. Triage meetings were long battles between Product (fix everything) and Eng (fix nothing). Priority was subjective and political ("The CEO saw this bug, so it's P0").

Agile and DevOps

With Agile, we fix bugs continuously. But the volume hasn't decreased. Modern DevOps and SRE practices demand **Objective Prioritization**. You can't wake up an engineer at 3 AM for a P3. Strict definitions of P0 (Outage) vs P1 (Major) became codified in contracts (SLAs) and incident response protocols (PagerDuty/OpsGenie).

Common Misconceptions

Myth: All bugs must be fixed. Reality: Successful software has known bugs. You must ruthlessly won't-fix P3s to ship value.
Myth: Severity = Priority. Reality: A crash on a legacy browser used by 1 person is High Severity but Low Priority.