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:

1. RightCapital product basics and user flows
2. Key roles: Advisor, Admin, Support, Household, Account
3. Basic financial concepts: Portfolio, Holdings, Positions
4. 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.

Escalation Flow

sequenceDiagram
    participant A as Advisor
    participant S as Support
    participant J as Jira
    participant D as Developer

    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
    D->>J: Create DEV ticket
    J->>D: Assign to developer

    D->>D: Investigate & resolve
    D-->>J: Close ticket
    J-->>S: Notify resolution
    S-->>A: Contact advisor

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:

1. Open Admin Center
2. Use Crypt Tool
3. Input encrypted ID (e.g., z1QTx5aKmSc_Ba1lVq_20Q)
4. 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

1. Open AWS SSO
2. Access production account → S3
3. Navigate to rightcapital-prd/logs/integration/{VENDOR}
4. Find logs by: {VENDOR}/{ADVISOR_ID}/{REFERENCE}
5. 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:

• Data Issue Case: Black Diamond
• Data Issue Case: Orion Duplicate Accounts

Tips

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

Current Challenges

Many Data Issues turn out to be:

• Vendor data problems
• Intermittent issues that self-resolve
• User misunderstanding

This consumes significant dev time. Ongoing efforts to improve automation and let Support handle more cases directly.

Related

• Nightly Sync - Understanding sync timing
• Vendor Management - Contacting Vendors

Source

• Notion: Data Issue 指南