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Automation exception register

Give cases that leave the standard flow a defined path. The register should help restore work with a verifiable outcome, rather than merely collect error messages.

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When to use it and what to produce

During pilots and ongoing operation, when work gets paused, records are incomplete or outcomes between systems are uncertain.

An exception queue with status, priority, ownership and closure evidence; repeated issues become inputs to workflow improvements.

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1. Identify the case

Capture enough context to find the operation without unnecessarily copying confidential data. One exception should not create several disconnected records.

See a worked example

Illustrative example: ORD-042 is paused after an ERP timeout. Its email was read, but it is not yet clear whether the order draft was created.

Record case identifier, workflow version and the last step known to have completed.

Describe the visible symptom, link accessible logs and distinguish facts from suspected causes.

Check which writes happened and which remain uncertain before another attempt.

2. Assign priority and action

Priority follows the effect on operations, not the length of a technical error. Distinguish an isolated case from a failure affecting the whole queue.

See a worked example

Illustrative example: pause ORD-042, search for its reference in the ERP and let other cases continue if no related failures appear.

Record affected cases, operational deadlines and possible effects on customers or records.

Assign a person or staffed role, a backup and the time of the next update.

Describe what stops, which cases may continue and how work can temporarily proceed manually.

3. Verify before closing

A successful retry is insufficient if duplicates or partial effects remain. Connect the fix to the business outcome and to lasting prevention.

See a worked example

Illustrative example: the draft already existed. Link it to the case, avoid creating another and add a reference lookup after timeouts to the workflow.

Record checks performed, manual changes and the exact point from which work resumes.

Confirm the correct outcome, absence of duplicates and notification of the case owner.

Record category, similar cases, proposed change and a test to add before the next release.

Pitfalls to avoid

  • Closing the technical issue while leaving the business case incomplete.
  • Repeating the whole process manually after some effects already occurred.
  • Leaving the exception queue without an owner or regular review.

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