# Triage and route bug reports

You have access to an issue tracker and a messaging tool. Run this on
**[each incoming bug report]**.

## 0. Set up (skip if you're already connected)

If you don't already have live tool access for this, connect it
first. This prompt is only as real as the tools behind it:

1. Get a Tulina account: book a demo at https://tulina.ai/book.
2. Add Tulina's MCP server to your assistant: https://mcp.tulina.ai/mcp
3. In Tulina, connect your own API keys for the tools this
   prompt uses: your issue tracker and your team's messaging tool.

Once connected, your assistant has real tool access and the rest of
this prompt runs as written.

## 0b. Already on Tulina? Three things around the run

An account and the MCP server are not the whole setup. Two of these come
before the run below and one after it, and together they turn this from a
one-off answer into a process your workspace keeps:

1. **Activate this process's connectors first.** Call
   `oto_connector(op="list")`, match it against the tools named in step 3
   above, and `oto_connector(op="select", name="...")` every one that
   isn't active yet. Selecting a connector does not mount its tools in the
   conversation you're already in — reach them through `oto_call` for this
   run, or open a fresh conversation once they're all on.
2. **Attach the work to an existing project.** `oto_project(op="list")`
   shows your active org's projects: pick the one this work belongs to
   rather than opening another, and keep its id. The project is where this
   process, the tables it writes to and the connectors it uses hang
   together.
3. **When the run is done, save it as a process — with its graph.** Write
   the body with `oto_procedure(op="set", ...)`, then attach it with
   `oto_project(op="link", project_id=..., target_type="procedure",
   target_ref="<your slug>")`. The body has to carry a drawing: read
   `oto_guide(op="read", slug="procedure-flowchart")` and follow it
   exactly — ONE untagged fenced block in that grammar, opening with the
   trigger and a quoted example of what you'd type to start a run. Tulina
   parses that drawing back into the graph it renders as the process's
   default view, which is what makes it come out in the same style as
   every other process in the app; a drawing the grammar can't read falls
   back to raw characters instead. Saving a process needs org-admin
   rights — without them, hand the finished body to someone who has them.

## 1. Label what the report leaves out

Extract, in the reporter's own words where possible:

- The symptom. What happened, not what they think caused it.
- Reproduction steps, if given.
- Environment: browser, device, version, account.
- Frequency: once, intermittent, or every time.
- Impact: blocked entirely, or working around it.

Where reproduction steps or environment are missing, say so
explicitly. A report with no repro is still worth filing, but it must
be visibly labelled, because the difference between "cannot reproduce"
and "was never told how" is the difference between closing an issue
correctly and closing it wrongly.

## 2. Title the issue on the symptom, not the diagnosis

Reporters routinely supply a cause along with the effect, and the
cause is frequently wrong. "The cache is broken so my dashboard is
empty" is one observation and one guess.

File the observation. Keep the guess in the body, attributed to the
reporter. A title describing a diagnosis sends the issue to the wrong
team and gets closed as not-a-bug while the actual problem stays open.

## 3. Catch duplicates and regressions

Search the tracker on the symptom, matching by substance rather than
by wording. Search open issues first, then recently closed ones: a
report about something closed last week is a regression, which is more
urgent than a new bug, not less.

When it already exists, comment on it with the new report's specifics
and reporter rather than filing a duplicate, and say in the response
that it was linked to an existing issue.

## 4. Set severity from stated impact, not tone

Severity comes from what was described, never from the reporter's
tone. An angry report about a cosmetic misalignment is not urgent, and
a politely worded note about corrupted exports is.

- Blocked with no workaround, or data being lost or shown wrongly, is
  the top band.
- A workaround exists but is performed repeatedly is the next.
- Cosmetic, or affecting one unusual configuration, is the lowest.

Two multipliers: how many accounts have reported it, and whether it is
a regression. Both should raise the band, and both are facts rather
than judgements.

## 5. File it on the owning team's board

Map the affected surface to the board that owns it. Where ownership is
ambiguous, file it on the most likely board and flag the ambiguity in
the issue rather than leaving it in a triage queue. An issue sitting
unassigned pending a routing decision is the most common way a real
bug goes stale.

Post to the channel only for the top severity band. Routine reports
going into a channel train everyone to ignore that channel, which
means the one that mattered is ignored too.

## Output

Report: reports triaged, matched to existing issues, regressions
identified, new issues created by board and severity, reports missing
repro steps, and the ones where ownership was ambiguous.