ResolveOpsAn approver can agree by email while the queue still says “pending.” Another request may enter the queue before it has enough information for a decision. Compare recent request records with the surrounding messages to find out when each item was actually ready for review.
Information and authority
This purchasing example requires a description, amount and budget reference before the budget owner reviews it. The owner must also have authority to approve the commitment. Your organization’s policy sets those limits.
- RequesterSupplies the request and supporting information.
- Budget ownerChecks the commitment within delegated authority.
- Receiving teamActs on the recorded decision and approved version.
Measure the wait from the point the request is ready for a decision. Its creation time may include time spent gathering information.
Give each exception a route
Return missing information to the person who can supply it. Refer a decision outside the approver's authority to the authorized role.
Scroll sideways to compare every column.
| Condition | Route to | Required action | Record before work continues |
|---|---|---|---|
| Ready and within authority | Budget owner | Approve or reject the request. | Decision, decision-maker and the version reviewed. |
| Supporting information missing | Requester | Supply the named document or correct the field. | Missing item and the condition for resubmission. |
| Outside delegated authority | Authorized decision role | Review the commitment under the applicable policy. | Reason for escalation and the authority used. |
| Approver unavailable | Named delegate, if authorized | Confirm the delegation covers this decision. | Delegation basis; otherwise retain the request on hold. |
| Material change after approval | Role responsible for the approval rule | Determine whether the changed request needs a new decision. | Changed fields, previous decision and release condition. |
Keep urgency visible as a condition. Use the authorized exception route; urgency does not itself grant approval authority.
Check the revised route
Try the revised route with the sample requests. For each case, record the expected decision, where the request went and what the receiving team could see.
Use the handoff worksheet- A rejected request
- The requester can see the decision and reason. The receiving team cannot treat the request as approved.
- A corrected request
- The reviewer receives the current version. The record retains the earlier decision and identifies the correction.
- An urgent request
- The authorized exception route is visible, including who acted and the basis for the decision.
- Release condition
- Name who accepts the trial, who can change the routing rule and which checks must pass before release.
After the trial is accepted, record the routing rules in the application and its operating instructions.
Workflow design and configurationBack to process reference