BDS0.1
ENPT

Triage feedback

Link, prioritize, plan and answer a feedback report without changing what the reporter wrote.

Reviewed 2026-10-28Markdown

Outcome: the report is linked to its system, has an accountable person, a priority, a plan and an answer the reporter can read in their own base.

Reader: the system’s maintainer or whoever triages feedback.

Before you start: the System row exists with a Sync Key and a Maintainer.

Steps

  1. Open Data → Feedback → Grid view. Filter Lifecycle Status is Draft or Proposed to see new reports.
  2. Check System Key. Link System to the row whose Sync Key matches; for key Operations, that is KPIs & OKRs. Key Check must turn blank.
  3. Link Accountable: usually the system’s Maintainer. Link Reporter (Membership) if it is empty and you know who reported it.
  4. Adjust Category if the reporter chose the wrong kind. Do not edit Name beyond a typo, and never edit Description, Evidence or Source Root Cause.
  5. Write Triage answers, one name = value per line. Set Priority and a Due Date you can keep.
  6. Write the Resolution Plan (action, owner, date), choose Solution Kind and, if known, Estimated Effort.
  7. Set Lifecycle Status to Active while the work is under way. If the fix needs system work, add a Work Item and cite the feedback in its Detail.
  8. Write Response in the reporter’s language. It reaches their base at the next sync.
  9. On resolution, set Resolved Date and Lifecycle Status Completed. Use Cancelled when nothing will be done and Response says why.

Feedback holds every report about every system, with its routing key.

Success

Key Check is blank, Accountable and Priority are set, and Response is filled. The System row’s Open Feedbacks and Overdue Feedbacks reflect the change.

Recovery

Problem Fix
⚠ no system linked Link System; no automation does it
⚠ key mismatch Relink System or correct System Key; never change the Sync Key of a live system to match one row
Reporter (Name) or Accountable (Name) blank Known break in the Membership mirror; read the link chip
Reporter added text in a comment Comments do not cross the sync; ask them to use Reporter Follow-up
An empty row with no key Ask who created it; archive it if nobody claims it

Notify Reporter records only what the reporter asked for. No automation sends a notification today.