Plan how workflow exceptions are handled

Define an exception the team can recognize

An exception is a case the agreed normal workflow cannot complete. It might involve missing required data, a provider rejection, a permission issue or a business approval. Define the condition and the next decision rather than treating every delay as the same problem.

1. Name the condition that stops or changes the workflow.
2. Assign the person or team responsible for deciding the next step.
3. Agree the evidence and checks needed before retrying or correcting it.

• A retry can duplicate an action if the first result is uncertain.
• A command plan can describe recovery steps; the current unprovisioned environment does not execute them.

Keep the normal and recovery paths together

Document how the case is detected, who is notified and what confirms that it is resolved. Where a human approval is needed, state what the approver is accepting and what remains outside the approved action.

• The record and system responsible for the underlying data.
• The safe conditions for retry, correction or cancellation.
• The evidence required to close the exception.

When asking for help

Share the business impact and a redacted example. State any actions already attempted so another person does not repeat a consequential change.

• The exception, affected workflow and impact.
• The relevant time and safe record reference.
• Actions taken and their confirmed results.