Example: request intake and routing
Input and permitted action
Read an approved form or ticket. Extract the request type, missing details, likely owner, and proposed priority into a draft.
Human review and output
An operations reviewer confirms the routing and next action. The first pilot can produce an approved handoff without writing to production systems.
Retained record
Keep the original request reference, routing suggestion, review changes, and approved handoff. Record any tool action separately if an integration is later authorized.
Handle duplicate requests and unavailable systems
Duplicated requests, unavailable owners, contradictory details, and unusual urgency should have explicit paths. If a connected system is unavailable, the workflow should expose the failure and leave the request recoverable.
- Define which source systems are available and authoritative.
- Separate a suggested route from an approved system update.
- Agree who resolves exceptions and who can pause the workflow.
- Check repeat processing before enabling actions that could duplicate work.
Measure the current handoff before testing
Record preparation and review time, routing corrections, missed details, and delayed handoffs for one recurring process. Use the same measures in the pilot, including requests that need exception handling.