ResolveOpsTurn the complaint into a requirement
“The tool cannot handle approvals” could mean a missing feature, a configuration problem or an undecided approval rule. Check which applies before planning a change.
Describe the task the application must support, the records it needs and the condition that makes the task complete. Then inspect the current features, interfaces and support limits. This gives a proposed replacement and a configuration change the same requirement to answer.
Compare the work each option creates
For each option, include the manual work that remains, the people needed for implementation and responsibility for support after launch. A feature comparison alone leaves out those operating obligations.
| Option | Work to investigate |
|---|---|
| Keep the application | Current feature limits, support status and the manual steps that remain |
| Reconfigure it | Available settings, required permissions, testing and the effect on existing users |
| Connect another application | Supported interfaces, data ownership, transfer limits and recovery responsibility |
| Replace it | Data migration, access changes, dependencies, changeover and support after launch |
Include the operating owner
Ask the people who will maintain reference data, approve access and investigate errors to review the options. Their requirements may not appear in a vendor demonstration, but they determine whether the team can operate the application.
For example, a connection between two tools needs a decision about which system owns each record. It also needs someone to handle failed transfers. Put those responsibilities and any unresolved vendor dependency in the comparison.
Use the trial to resolve uncertainty
Choose a trial that tests the uncertain requirement. If the concern is how the application handles a corrected request after approval, demonstrate that case with representative data. A successful standard request does not answer it.
Record the trial outcome against the requirement and keep the reasons for rejecting an option. In the decision note, distinguish checked assumptions from questions that still need access, a vendor answer or another test.