# Service-request triage worksheet

Companion guide:
https://www.overskill.com/learn/plan-service-request-triage

The Northline Studio sample is fictional. Routing answers are calculations under
stated rules, not observed product behavior. No client messages are sent.

## 1. Define your scope and owners

Team / service:
Review date and timezone:
Supported categories and each delivery owner:
Coordinator for missing information, unknown categories and missing owners:
What qualifies as verified blocked work:
Who may confirm a duplicate and how the same project is established:
Tie-break fields:
What should happen when the assigned owner is unavailable:

Sample: Website → Jules; Print → Mina; Copy → unassigned. Coordinator Priya.
Date October 8, 2026; America/Chicago. A factual blocked-work note has been verified
for Q-02, Q-03, Q-04 and Q-10; the duplicate links below are already confirmed.

## 2. Freeze the ordered rules

Stop at the first matching rule.

| Order | First condition that matches | Route and owner |
| --- | --- | --- |
| 1 | Coordinator confirmed this is the same request for the same project as an existing record | Link to the original; its owner handles the work |
| 2 | Project ID or usable request description is missing | Needs information → Priya |
| 3 | Category is not Website, Print or Copy | Needs classification → Priya |
| 4 | Category is supported but has no assigned owner | Assignment needed → Priya |
| 5 | Complete, assigned request has verified evidence that current work cannot proceed | Delivery, P1 → category owner |
| 6 | Complete, assigned request reaches this rule | Delivery, P2 → category owner |

Your changes to these rules / reason:
Reviewer and date:

## 3. Preserve the input records

| ID | Received | Category / project | Request facts |
| --- | --- | --- | --- |
| Q-01 | 09:00 | Website / WEB-1 | Replace header image |
| Q-02 | 09:02 | Print / PRINT-1 | Correct bleed specification; current export is blocked |
| Q-03 | 09:04 | Website / missing | Contact form fails; current work is blocked |
| Q-04 | 09:06 | Website / WEB-2 | Contact form rejects submissions; current work is blocked |
| Q-05 | 09:07 | Website / WEB-2 | Same form failure; confirmed duplicate of Q-04 |
| Q-06 | 09:08 | Translation / OTHER-1 | Translate welcome sheet |
| Q-07 | 09:10 | Print / PRINT-2 | Swap the brochure photo |
| Q-08 | 09:12 | Website / WEB-3 | Description missing |
| Q-09 | 09:14 | Website / WEB-1 | Change footer date; requester says urgent but no current work is blocked |
| Q-10 | 09:06 | Print / PRINT-3 | Fix rejected export; current work is blocked |
| Q-11 | 09:16 | Print / PRINT-2 | Same photo request; confirmed duplicate of Q-07 |
| Q-12 | 09:18 | Copy / COPY-1 | Revise the welcome paragraph |

| Your ID | Received at / timezone | Category / project | Usable description | Blocked evidence | Confirmed duplicate of |
| --- | --- | --- | --- | --- | --- |
| | | | | | |

Preserve the original record and received time. Do not treat similar wording
across different projects as confirmation of a duplicate.

## 4. Compare the expected routes

| ID | First matching rule | Result | Owner |
| --- | --- | --- | --- |
| Q-01 | 6 | Delivery · P2 | Jules |
| Q-02 | 5 | Delivery · P1 | Mina |
| Q-03 | 2 | Needs information | Priya |
| Q-04 | 5 | Delivery · P1 | Jules |
| Q-05 | 1 | Linked duplicate → Q-04 | Jules on original |
| Q-06 | 3 | Needs classification | Priya |
| Q-07 | 6 | Delivery · P2 | Mina |
| Q-08 | 2 | Needs information | Priya |
| Q-09 | 6 | Delivery · P2 | Jules |
| Q-10 | 5 | Delivery · P1 | Mina |
| Q-11 | 1 | Linked duplicate → Q-07 | Mina on original |
| Q-12 | 4 | Assignment needed | Priya |

Original counts: 12 received = 2 linked duplicates + 10 distinct work items.
Distinct work: 6 delivery + 4 coordinator.
Delivery order: Q-02, Q-04, Q-10, Q-01, Q-07, Q-09.
Jules: Q-04, Q-01, Q-09. Mina: Q-02, Q-10, Q-07.
Coordinator order: Q-03, Q-06, Q-08, Q-12.

Priya's actions: get Q-03's project; classify Q-06; get Q-08's description;
arrange Q-12's Copy owner. A linked duplicate relies on its original's owner.

| Your ID | Matched rule | Route / priority | Responsible person | Next action | Observed result / evidence |
| --- | --- | --- | --- | --- | --- |
| | | | | | Unverified |

## 5. Change one input

Filled variation: at 10:00 Priya adds WEB-4 to Q-03. Keep received=09:04 and all
other inputs unchanged. Expected: rule 5, Delivery/P1, Jules.
New delivery: Q-02, Q-03, Q-04, Q-10, Q-01, Q-07, Q-09.
New coordinator: Q-06, Q-08, Q-12.
Counts: 12 received = 2 duplicates + 7 delivery + 3 coordinator.

Your changed input / who changed it / when:
Expected route and reason:
Expected worklist order and counts:
Observed result and evidence:
Remaining difference and owner:

## 6. Rehearse before real requests

| Check | Expected | Observed / evidence |
| --- | --- | --- |
| Original fixture | All 12 records match their rule, route and owner | Unverified |
| Precedence | Q-03 stays Needs information despite blocked input | Unverified |
| Unknown category | Q-06 stays visible with Priya | Unverified |
| Missing owner | Q-12 stays visible with Priya | Unverified |
| Unsupported urgency | Q-09 remains P2 | Unverified |
| Tied time | P1 Q-04 precedes P1 Q-10 by stable ID | Unverified |
| Duplicate accounting | Q-05/Q-11 link to originals; 10 distinct work items remain | Unverified |
| One-input change | Q-03 moves as specified without resetting its received time | Unverified |
| Missing owner variation | Remove Print owner: Q-02/Q-07/Q-10 become Assignment needed/Priya; Q-11 remains linked to Q-07 and follows its current owner | Unverified |
| Save, return and override | Same inputs/history persist; override records person, reason and owner | Unverified |

Your test app / version:
Reviewer:
Outstanding work / owner:

Use https://www.overskill.com/learn/verify-private-record-access for the separate
client-access checks. This worksheet defines a policy; it does not certify an app.