eXtended Change Management (XCM)
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Core Features
Exception Handling in Process Control

Exception Handling in Process Control

Overview

Exception Handling is very important in a change management process to identify if the process has an interruption and handle them by correcting the situation. In XCM exception handling is triggered when required customization is missing for controlling the process, or when no agent is found for a given process step. In such cases, the exception handling mechanism automatically creates a task for the administrator defined in BRF+.
A new BRF+ decision table is automatically generated under the Process Control BRF+ generation to maintain the list of administrators.
Whenever an exception occurs, the system creates a dialog task and routes it to the administrator maintained in this decision table for further action

Below is an example of the BRF+ decision table maintained for Exception handling.

  • First Entry – No Agent Exception Handling
    This entry is triggered when no agent is found for a specific team function. The system raises a No Agent Exception and creates a dialog task for the administrator maintained in this decision table.
  • Second Entry – Process Exception (Missing Next Status)
    This entry is triggered when the system cannot determine a valid next status. In such cases, a Process Exception is raised and routed to the designated administrator for correction of the missing or incorrect customization.
  • Third Entry – Process Exception (Missing Task ID)
    This entry is triggered when the task corresponding to a particular status is missing. The system raises a Process Exception and creates a dialog task for the responsible administrator to review and resolve the configuration issue.

Customizing steps

  1. Linking the decision to the activity XCM_AGEX , XCM_PREX and MDG_ADM ( This is required to provide the customer specific decisions for these activities )
  2. Adding function AGT_EX_ADM to the existing function profile. (This is required to use this function in the agent determination using Teams and Responsibility)
  3. Create a Task ID by linking the activity ( we read the relevant Task for this activity and use it to create Admin Task for MDG-M task )

Steps to handle process exception

A Process Exception is triggered when the system detects missing customization for the next status, or when the Task ID is not available during process execution.

  1. When this occurs, the system automatically raises a Process Exception dialog task.
  2. If the next status is missing in BRF+ or the relevant customizing entries are incomplete, the Handle Process Exception task is created and assigned to the administrator defined in BRF+. This allows the administrator to review and correct the missing configuration.
  3. Once the necessary customization is corrected, the administrator can approve the dialog task.
  4. Upon approval, the process resumes and continues to the next valid status.
  5. Until the customization is corrected, the Process Exception dialog task will continue to be generated each time the issue is encountered.

Steps to handle No Agent Exception

A No Agent Exception is triggered when the system detects that no agent is maintained for a specific team function.
Previously, when no agent was maintained, the Change Request (CR) would result in an error, and users had to create a new CR to proceed further. With the introduction of Exception Handling, it is now possible to correct the missing agent and continue the workflow without restarting the process.

  1. This exception is triggered automatically whenever no agent is found.
  2. When this occurs, the system creates a No Agent Exception dialog task and assigns it to the administrator defined in BRF+. This allows the administrator to review and add the missing agent in the Teams and Responsibilities configuration.
  3. Once the required agent is added in Teams and Responsibilities, the workflow automatically sends a work item to the newly maintained agent, allowing the process to continue.
  4. Until the necessary agent is maintained, the No Agent Exception dialog task will continue to be generated each time the issue is encountered.

See Also

Keywords

Process Exception, No Agent Exception

Prerequisites

  1. Kindly create the necessary Task ID related to the Process exception. please refer to IMG Customization steps to create task ID.
  2. For the decision table of BRF+ to be available, please refer to BRF+ Generation - Process Control