Triage an Issue

Teml groups similar error events into Issues. Triage the Issue, not each raw occurrence.

Start with impact

Open Issues and evaluate:

• how many customers are affected;
• whether important customers or accounts are included;
• whether occurrence volume is increasing;
• the first-seen, last-seen, environment, and release; and
• whether the Issue is new or has regressed after resolution.

High occurrence count does not always mean high customer impact. Prefer the Issue affecting more real customers or a critical journey.

Reconstruct one occurrence

Open the Issue and choose an affected customer or recent occurrence. Follow the connected evidence:

1. inspect the symbolicated stack trace;
2. play the linked replay when available;
3. open the distributed trace;
4. read logs around the failing span; and
5. compare the release and rollout context.

One well-connected occurrence is often more useful than scanning hundreds of identical events.

Use Customer Detective

Ask a narrow causal question from the Issue page. Treat the result as an evidence map: follow its citations and confirm the relevant frame, span, log, or replay before changing code.

Apply a lifecycle action

• Resolve after the fix is deployed or the failure is no longer actionable.
• Ignore when the error is expected and should not return to the active queue.
• Snooze when action is intentionally deferred until a specific time.
• Assign when one person owns the next step.

If a resolved Issue appears in a later release, Teml marks it as regressed so it returns to active triage.

Link external work

After connecting GitHub, Jira, or Linear, create a provider ticket from the Issue and keep the link on the Issue rather than copying status into comments:

teml tickets create <issue-id> --provider jira
teml tickets list <issue-id>

Unlinking removes the Teml relationship but does not delete the provider ticket. Use one canonical ticket for the fix and keep investigation evidence in Teml.

Improve future evidence

If the Issue lacks a customer, replay, readable stack, or release, fix that instrumentation gap while the failure is fresh. See Identify customers, Record session replay, and Capture errors and releases.