Troubleshooting
Structured incident diagnosis and resolution playbooks for Relet operators.
Use this playbook to reduce mean time to resolution and improve escalation quality across teams.
Incident triage sequence
Use the same sequence every time so incidents are diagnosed consistently.
Module-level diagnostic checklist
These checks help you isolate common failure causes quickly.
Verify filters, statuses, and date ranges before assuming a record is missing. Confirm role-based visibility boundaries for the affected user.
Validate document totals, plan state, and payment status transitions. Then verify the same flow on one controlled record.
Confirm owner assignment, required completion data, and status transition order from intake through closure.
Verify the user role, organization context, and recent permission changes. Revoke stale invitations and re-test.
Escalation package requirements
You must include these items when escalating so engineering can reproduce and fix issues without extra back-and-forth.
- Organization name and affected workflow.
- UTC timestamps of first failure and latest failure.
- Reproduction steps with five actions or fewer.
- Actual result and expected result.
- Relevant user role and any recent permission/configuration changes.
Escalation quality standard
If a report does not include reproducible steps and a clear expected result, complete the report before escalation.
Frequent incidents and first actions
Use these quick actions before deeper investigation.
Recovery validation
You should not close incidents until you validate both immediate recovery and short-term stability.
- Repeat the original failing workflow.
- Confirm no regression in adjacent workflows.
- Confirm affected users can proceed normally.
- Log root cause and prevention actions in your team runbook.
Next steps
- Use FAQ for recurring operator questions.
- Use Admin monitoring for platform checks.
- Update the affected guide page with any new prevention controls.
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