STL Cookbook

Online issue handling process

How the Digital team receives operations feedback, triages bugs and improvements, and closes the loop with the requester.

Prerequisites

Issue handling overview:

flowchart TD
    A[Request received] -->|Collect info| B(Discuss internally in R&D)
    B --> C{Is it a bug?}
    C -->|Yes| D[Create issue ticket and notify requester]
    C -->|No| E[Hand off to product team for follow-up]
    D --> G{Issue resolved?}
    G -->|Yes| H[Close ticket and notify requester]
    G -->|No| F[Update ticket]
    F --> |R&D continues|G

Steps

Issue intake and initial routing

The user feedback team receives operations issues reported in the WeChat group, consolidates them, and forwards them to the product and R&D team.

Internal triage by product and R&D

After internal discussion, the product and R&D team handles issues by type:

Consultation issues: Once the handling logic is clear, the user feedback team replies to operations directly in the WeChat group.

Bug issues: The R&D team provides investigation results, a fix plan, and estimated handling time.

Improvement issues: The product team evaluates whether to include them in the improvement backlog; if so, they share the solution and estimated release time (subject to scheduling).

Standard artifact creation rules

Bug issues: The user feedback team creates an operations work order (WO), an internal bug card, and an internal test task; the bug card is assigned to the relevant engineer and the test task to the relevant tester.

Improvement issues: If an improvement is approved, the product team creates a PBI and task cards to trigger development and testing.

Special scenarios

  • Link work orders to PBIs: All work orders must be linked to the corresponding PBI for traceability.
  • Same issue across multiple properties: Create a separate work order for each property; create one PBI and link all related work orders.
  • Urgent issues: For high-urgency issues that are not resolved promptly, sync progress daily; hold a dedicated meeting when needed.

Closed-loop feedback

After an issue is resolved:

The test team shares technical verification results in the Teams group.

The user feedback team updates the work order status and formally reports the final solution and outcome to operations in the WeChat group.

Result

None

FAQ

None

None

On this page

PrerequisitesStepsIssue intake and initial routingInternal triage by product and R&DStandard artifact creation rulesSpecial scenariosClosed-loop feedbackResultFAQRelated