Data Issue Handling Guide

Data Issues are customer-reported problems that Support cannot resolve, escalated to the dev team for investigation. Most investigations focus on identifying the root cause rather than writing code fixes.

Prerequisites

Before handling Data Issues, understand:

RightCapital product basics and user flows
Key roles: Advisor, Admin, Support, Household, Account
Basic financial concepts: Portfolio, Holdings, Positions
The specific Vendor’s business context (use AI to research)

Key Concepts

Data Issue

A ticket describing a problem reported by an advisor, escalated from Support to Dev team.

File Log

Request/response logs from integration processes, stored on S3. Essential for debugging.

Location: s3://rightcapital-prd/logs/integration/{VENDOR}/{ADVISOR_ID}/{REFERENCE}

Reference

An identifier used in integration mappings to link Vendor data to RightCapital entities.

Collaboration Workflow

Roles & Responsibilities

Role	Responsibilities	Notes
Triager (胡哥/挺松)	Receive & triage ENGR tickets; Assign Owner Engineer; Maintain ticket status; Review replies to Support	Quality of external communication and status consistency owned by Triager
Owner Engineer	Investigate & drive resolution; Update Internal Note with structured info; Provide conclusion & root cause; Create DEV ticket when necessary	Owns technical conclusions and action plans

Escalation Flow

sequenceDiagram
    participant A as Advisor
    participant S as Support
    participant J as Jira (ENGR)
    participant T as Triager
    participant E as Owner Engineer

    A->>S: Report issue via chat
    S-->>A: Initial response
    A->>S: Issue persists

    Note over S,J: Issue cannot be solved by Support
    S->>J: Create ENGR ticket
    T->>J: Assign Owner Engineer
    J->>E: Notify via @mention + Participants

    E->>J: Acknowledge (e.g., "Investigating")
    T->>J: Update status to In Progress
    E->>E: Investigate
    E->>J: Update Internal Note with findings

    alt Needs code change
        E->>J: Create & link DEV ticket
    end

    E->>J: Draft reply for Support (English)
    T->>J: Review & send reply
    T->>J: Close ticket (Done/Waiting for Business/Stalled)
    J-->>S: Notify resolution
    S-->>A: Contact advisor

Standard Process (No DEV Ticket)

1. Assign

Triager @mentions Owner Engineer in Internal Note and adds them as Participants (triggers email notification)

2. Acknowledge

Owner Engineer leaves confirmation in Internal Note when starting (e.g., “Investigating”)
Triager updates ENGR ticket to “In Progress” same day

3. Investigate & Document

All findings go in ENGR ticket’s Internal Note:

Internal sync: Chinese or English
Reply to Support: Owner Engineer drafts in English, Triager reviews before sending

Format for Support replies:

@tingsong please review.
@support The issue occurred on the Morningstar Advisor Workstation side.
The error in your screenshot indicates that the symbol FZDXX isn't in their database.

Include: Current conclusion, next steps, ETA, dependencies (if Support needs to provide more info)

Handoff: Write Transfer to @xxx in Internal Note

4. Close

For Vendor Issue / no code change: Document conclusion & root cause in Internal Note
After syncing with Support, Triager updates status to Done / Waiting for Business / Stalled

When to Create DEV Ticket

Create and link a DEV ticket only when:

Code changes are required
Long-term tracking is needed after ENGR ticket is resolved

Special Status: Stalled

If Vendor has no response for 2+ weeks or other blockers:

Mark ticket as Stalled
Notify Support in the ticket

Internal Note Standards

Root Cause: No fixed format required. Owner Engineer decides granularity based on audience.

Principles:

Clearly identify who caused the issue (Vendor / RC / User)
When communicating with Support, consider what information Support needs most

Investigation Process

1. Understand the Full Story

Read the ticket Description
Click linked ENGR ticket
Find Intercom chat in right sidebar
Read full conversation between Support and Advisor

2. Gather IDs

Common IDs in tickets:

ID Type	Meaning	Where to Find
User ID	Advisor’s ID	Admin Center → Users
Household ID	Advisor’s client	Advisor Portal → Clients
Account ID	Financial account	Client Portal → Profile → Net Worth

Decrypting Account IDs

Account IDs in URLs are encrypted. To decrypt:

Open Admin Center
Use Crypt Tool
Input encrypted ID (e.g., z1QTx5aKmSc_Ba1lVq_20Q)
Get decrypted ID (e.g., 11394841)

Example URL:

https://app.rightcapital.com/client/.../profile/net-worth?f=profile.networth.investment.account:z1QTx5aKmSc_Ba1lVq_20Q

3. Access Tools

Tool	URL	Purpose
Admin Center	`admin.rightcapital.com`	View integrations, logs, user data
AWS Console	Via Microsoft SSO	Access S3 file logs
Crypt Tool	Admin Center	Decrypt IDs

4. Check File Logs

Open AWS SSO
Access production account → S3
Navigate to rightcapital-prd/logs/integration/{VENDOR}
Find logs by: {VENDOR}/{ADVISOR_ID}/{REFERENCE}
Check request/response for the relevant date

5. Investigation Strategy

flowchart TD
    A[Start: Data Issue] --> B[Locate relevant file logs]
    B --> C{Check Vendor response}
    C -->|Data incorrect in response| D[Problem is on Vendor side]
    C -->|Data correct in response| E[Check subsequent processing]
    E --> F{Data correctly parsed?}
    F -->|No| G[Parsing/processing bug]
    F -->|Yes| H[Check sync/save logic]
    D --> I[Contact Vendor or document finding]
    G --> J[Fix parsing code]
    H --> K[Fix sync logic]

Common Findings

Finding	Action
Vendor sent incorrect data	Document and request Vendor investigation
Intermittent issue, resolved on retry	Note in ticket, close
Parsing bug in our code	Fix and deploy
Sync logic issue	Fix and deploy
Configuration problem	Correct in Admin Center

Real Case Examples

See Notion for documented cases:

Tips

Most issues are Vendor-side - Don’t assume it’s our bug
Check the obvious first - Did sync run? Are files present?
Use timestamps - Match issue timing with log timestamps
Document findings - Even if no code change, record what you found
Ask for help - Complex issues may need pair debugging

Nightly Sync - Understanding sync timing
Vendor Management - Contacting Vendors