TriageLight — Documentation

TriageLight adds a priority-colored queue to Jira Service Management, with inline triage actions. This guide covers installation, first-time setup, everyday use, and troubleshooting.

Quick start (5 minutes)

1. Install TriageLight from the Atlassian Marketplace onto your Jira site.
2. Open a Service Management project → Queues. In the queue sidebar you'll see a new page named "🔴 Semáforo por prioridad" (Priority queue).
3. Open it. You'll immediately see your open tickets with rows colored by priority, most urgent on top. Priority coloring works with no configuration.
4. To show the Client and SLA columns, a project admin maps those fields once — see Admin configuration below.

That's it. Agents can now triage from the colored queue.

Admin configuration (⚙)

The settings panel is available to project administrators. Non-admins can use the queue but cannot change settings.

1. Open the queue page and click the ⚙ icon (top right).
2. Set the following as needed: - "Client" field — choose the field that holds the client. If you use Jira Assets/CMDB, pick the Assets object field (the app resolves the object's name). Leave as (none) if you don't use it. - "SLA / Time to resolution" field — choose your Service Management SLA field to show live SLA status (breached / paused / time remaining). - Exclude issue types — comma-separated issue type names to hide from the queue (e.g. Quote). - Priority colors — override the automatic color for any priority.
3. Click Save. Settings are stored per project and apply to everyone who views that queue.

Field IDs differ between Jira sites, so there are no hardcoded defaults — each project maps its own fields. Configuration in one project never affects another.

Using the queue

• Priority coloring — each row shows a colored bar and priority pill. The app reads the project's priority scheme and applies a red→green ramp automatically.
• Inline priority — change a ticket's priority from the dropdown in the Priority column.
• Inline status — click the status pill to see the ticket's valid workflow transitions and move it, without opening the ticket.
• Assign to me (◎ mí / ◎ me) — one-click self-assignment.
• Counters — the pills at the top (per priority + Unassigned) are clickable filters.
• Filters & search — filter by Client, Assignee, Status, "My tickets"; search by key or summary.
• Columns — sort by any column, resize columns, toggle Compact mode.
• SLA & age — SLA column shows breached/paused/remaining; the Age column flags old tickets.
• Export — CSV button exports the current view.
• Auto-refresh — the queue refreshes automatically every few minutes.
• Language & theme — the UI follows each user's language (ES/EN/PT/DE/FR/JA) and light/dark color mode.

Permissions explained

TriageLight requests the minimum scopes needed:

• Read issues / priorities / statuses — to build the queue.
• Read your user identity — for "assign to me" and "my tickets".
• Write issues — only to perform the inline actions you trigger (priority, status, assignee), always as you.
• Read Service Desk & Assets — to show the SLA and Client columns you configure.
• App storage — to save per-project settings.

The app makes no external network calls and stores no ticket content — only the configuration above.

FAQ

Do I need to configure anything to get priority colors? No. Coloring works out of the box for any priority scheme (standard Highest–Lowest or custom).

The Client / SLA columns show "—". They're not mapped yet. A project admin sets them in the ⚙ panel. On a project with no such fields, leave them as (none).

A status change didn't apply. The app triggers the workflow transition directly. If your workflow requires a screen with mandatory fields on that transition (e.g. Resolution set via a screen), the transition can't complete field-less. Recommended: set Resolution via a workflow post-function rather than a required screen.

Everything shows the same color on one project. If a project uses a single priority level for all tickets, the ramp assigns them one color. Coloring differentiates only when multiple priorities are present.

The queue looks empty but tickets exist. Clear any active filter (the Limpiar / Clear button). Filters set in another queue don't carry over — the app clears filters that don't apply to the current project on load.

Is my data sent anywhere? No. TriageLight is a Runs on Atlassian app — it runs entirely on Atlassian's infrastructure with no external services.

Support

• Email: hola@heero.la
• Response target: [2 business days], Spanish & English.