Managing Exceptions

Once an exception has been created, you can manage it on the Exception Details screen.

To close an exception

You can close an exception record. If you are using the Default Exception Workflow, the exception is set to close in the last workflow stage.

If you are using a custom workflow, you must enable the Close Record setting when activating the workflow. In a custom workflow, you can configure which stage is considered the closure stage, if any. For more information, see Adding and Editing Exception Workflows.

  1. On the Policy menu, select Exceptions.

    The Exceptions screen appears.

  2. Open the exception you would like to close.

    The Exception Details screen appears.

  3. Move the exception to the last stage of the workflow.
    The Close Issue modal appears.
    Note:

    If you have approval stages configured, you may see the Skip Workflow Stage modal. If this modal appears, you must click the Confirm button to continue.



    Field
    Description
    Closure Note

    Enter a note that provides additional details related to the closed exception. This information will be displayed on the Exception Details screen.

    Reason for Closure

    Select the reason why the issue was closed.

  4. Complete the fields and select the reason for closure.
  5. Click the Save and Close button. The exception status will be updated to Closed and an email is automatically sent to the exception owner and approver.

To add documents to exceptions

  1. On the Policy menu, select Exceptions.

    The Exceptions screen appears.

  2. Select the exception in which you would like to add a document.

    The Exception Details screen appears.

  3. Select the Documents tab.
  4. Click the Add Documents button.
    The Add Documents modal appears.

  5. Click the Select File button.
  6. Use the file explorer to locate and select the document(s) you want to attach.
  7. Enter a brief description of the attachment(s).
  8. Click the Upload button.
Tip:

Once a document has been uploaded, you can download it to your system by selecting Download on the Context menu.

To add links to exceptions

  1. .On the Policy menu, select Exceptions.

    The Exceptions screen appears.

  2. Select the exception in which you would like to add a link.

    The Exception Details screen appears.

  3. Select the Documents tab.
  4. Click the Add Links button.
    The Add Links modal appears.

  5. Enter the URL of the link you would like to add to your documents.
    Note:

    This link can include the URL to related information hosted on another website.

  6. Enter a name for the link.
  7. Enter a brief description of the link.
  8. Click the Save button to add the link to the exception. To add another link without closing the modal, click the Save and Add New button.

To edit document and link details

  1. On the Documents tab, hover over the row for the attachment you want to edit until the Context Menu icon appears.
  2. Click the Context Menu icon button.

    The Context menu appears.

  3. On the Context menu, select Edit Details.

    The Edit Document modal appears.

  4. Make changes as necessary.
  5. Click the Save button.

To delete documents and links

  1. On the Documents tab, hover over the row for the attachment you want to delete until the Context Menu icon appears.
  2. .Click the Context Menu icon button. .

    The Context menu appears

  3. On the Context menu, select Delete.
    A confirmation dialog appears.
  4. Click the Confirm button.

To add tasks to exceptions

  1. On the Policy menu, select Exceptions.

    The Exceptions screen appears.

  2. Select the exception in which you would like to add a task.

    The Exception Details screen appears.

  3. Select the Tasks tab.
  4. Click the Add Task button.
    The Add Task modal appears.

    Field
    Description
    Task Name

    Enter a task name.

    Description

    Enter a brief description that describes the task.

    Assignee

    Choose the person responsible for completing the task.

    Priority

    Select a priority level for the task based on importance.

    Task Collaborators

    Add the individuals who will help the assignee complete the task.

    Deadline

    Select the date by which the task must be completed by the assignee.

  5. Complete the fields.
  6. Click the Save button.

To add comments to exceptions

  1. On the Policy menu, select Exceptions.

    The Exceptions screen appears.

  2. Select the exception in which you would like to add a comment.

    The Exception details screen appears.

  3. Select the Comments tab.

  4. Type a comment in the text editor. You can mention users directly within comments using the icon to trigger both an in-app notification and email notification.
  5. Click the Add button.