Avoiding the Petard: Triage at Scale in Firefox Quantum
summary
Emergency triage handles 9,000 bugs in three months by splitting responsibility into component triage leads, contracting Softvision for frontline work, and using Bugzilla API + Glitch dashboards to surface hotspots across offices. Priority rules and daily dashboards push P1s down to under 500 and kick long‑idle reports into resolved states to reduce noise. Training becomes short video “info snacks” and triage procedures move into a version‑controlled docs repo, creating repeatable workflow and measurable triage throughput.
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chapters (18)
- 0:00Introduction
- 3:45The capers
- 4:30The thief
- 5:12Conflicts
- 6:05Mark Nadeau
- 7:26Andy Garcia
- 8:55Skinny idea
- 9:24The numbers
- 10:34Triage leads
- 11:20Dashboards
- 11:57Glitch Leadership
- 12:40Consistency
- 14:14What we learned
- 18:04Improving documentation
- 19:37Documentation
- 21:02Resolution
- 21:53References
- 23:22Bug Tracking
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