# Triage feedback

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

**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](/systems/systems-central/work-items) 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.](/systems/systems-central/screens/sc-feedback-grid.png)](/systems/systems-central/screens/sc-feedback-grid.png)

## 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.