Exceptions as first-class flows
Modeling exceptions as deliberate states keeps work visible and reduces hidden coordination.
Exceptions are part of the system
Exceptions are the reality of operational work. When they are ignored, the real process moves into side channels.
Designing exceptions as explicit states keeps work visible and manageable.
Build an exception taxonomy
Group exceptions by cause so teams can solve them at the root. Keep the list short and consistent.
Use names that describe the condition, not the workaround.
- Missing input
- Policy conflict
- Capacity limit
- System failure
- External dependency
Design resolution paths
Each exception needs an owner, a response time, and a resolution option.
Define which exceptions require manual review and which can use retries with limits.
Capture the right data
Record the exception reason, the decision taken, and the evidence used.
Add a freeform note field for context so operators can explain edge cases.
- Reason code
- Evidence link
- Decision
- Owner
- Resolution timestamp
Instrument exceptions
Track frequency, resolution time, and recurrence. Use this to prioritize system changes.
Review exceptions in the same cadence as the primary workflow.
Guardrails that protect operators
Guardrails keep exception handling consistent and safe.
- Timeouts with escalation
- Reason codes for overrides
- Automatic notifications
- Audit trail of resolution
- Post-incident review notes
Review and reduce recurrence
Group exceptions by root cause and assign follow-up work. This turns recurring issues into system changes.
Update the taxonomy as new patterns appear and retire categories that no longer occur.
Communicate with requesters
When an exception affects a requester, send a clear status update with an expected response window.
Consistent communication reduces inbound follow-ups and builds trust in the workflow.