--- id: CON-COM-FUL-003 name: Operational Exception feature: FEAT-COM-FUL-02 product_area: commerce module: fulfillment revision: 1 status: draft product_intent: proposed implementation_evidence: observed source_sha: services-commerce: c8b66a98e2490617aec38ba5c8165dd9bd0a8f9b react-console: baf6dae382d6f41dce976c7f848667ccc37e076f definition: >- An operational exception retains a detected Commerce problem with its subject, recurrence and staff handling in the operations workflow. owned_by: MOD-COM-FUL synonyms: - exception - finding - operations queue item not_to_be_confused_with: - Inventory findings retained in their separate list - Immediate request errors returned to callers - Platform-owned attention records facets: - name: Kind meaning: >- Problem categories distinguish financial, delivery, dependency and reconciliation issues for staff investigation. used_for: Understanding kind in the operational exception workflow. provenance: observed source: 'services-commerce:modules/fulfillment/db/operational-exceptions.table.ts' - name: Subject meaning: >- The affected order, line, obligation, reservation, tender, adjustment, enforcement or participant supplies the intervention context. used_for: Understanding subject in the operational exception workflow. provenance: observed source: 'services-commerce:modules/fulfillment/db/operational-exceptions.table.ts' - name: Occurrences meaning: >- An open finding accumulates repeated occurrences and current diagnostic detail. used_for: Understanding occurrences in the operational exception workflow. provenance: observed source: >- services-commerce:modules/fulfillment/services/persistence/operational-exceptions.ts - name: Acknowledgement and resolution meaning: >- Acknowledgement retains awareness and resolution retains the recorded closure result. used_for: >- Understanding acknowledgement and resolution in the operational exception workflow. provenance: observed source: >- services-commerce:modules/operations/services/interventions/operations-interventions.ts - name: Financial adjustment meaning: >- A post-sale document's financial execution plan can fail into operations attention. used_for: Understanding financial adjustment in the operational exception workflow. provenance: observed source: 'services-commerce:modules/fulfillment/db/financial-adjustments.table.ts' - name: Reconciler check meaning: >- A scheduled detector has a cadence and threshold determining candidate examination. used_for: Understanding reconciler check in the operational exception workflow. provenance: observed source: 'services-commerce:modules/operations/services/reconciler/reconciler.ts' relationships: - to: CON-COM-FUL-001 statement: Resolving failed delivery also resolves the obligation's open findings. provenance: test source: >- services-commerce:modules/fulfillment/tests/e2e/obligation-register.e2e.spec.js#re-authorizes the failed obligation at sequence two, which the participant fails again, then resolves it with its exceptions - to: CON-COM-FUL-005 statement: Inventory retains its own findings list for stock problems. provenance: observed source: >- services-commerce:modules/inventory/db/inventory-exceptions.table.ts:INVENTORY_EXCEPTION_KINDS lifecycle: - state: open meaning: The finding is available for investigation. how_it_changes: >- Staff acknowledge or resolve it while recurrence increments its occurrence count. - state: acknowledged meaning: Staff awareness has been recorded. how_it_changes: A recorded resolution closes the finding. - state: resolved meaning: The finding retains its closure result. how_it_changes: >- Later recurrence opens a separate finding rather than reopening this record. acted_on_by: - CAP-COM-FUL-006 - CAP-COM-FUL-007 - CAP-COM-FUL-008 - CAP-COM-FUL-009 visible_to: - ACT-COM-008 - ACT-COM-013 evidence: - repository: services-commerce sources: - >- services-commerce:modules/fulfillment/tests/e2e/obligation-register.e2e.spec.js#re-authorizes the failed obligation at sequence two, which the participant fails again, then resolves it with its exceptions - >- services-commerce:modules/inventory/db/inventory-exceptions.table.ts:INVENTORY_EXCEPTION_KINDS - repository: react-console sources: [] supersedes: [] --- # Operational Exception ## What It Is An operational exception is a retained finding about Commerce work that needs attention or explanation. It can concern an order, payment, obligation, adjustment, enforcement or promotion. A process can raise it when something fails, and a scheduled check can raise it when records stop progressing or disagree. The queue brings those findings into an operations view that staff can investigate after the original request has ended. An exception identifies the kind of problem and the record it concerns. It keeps occurrence information and the current details, allowing a recurring issue to remain one open item instead of overwhelming staff with duplicates. Acknowledgement and resolution describe the staff handling of that item. This supports a continuing explanation of what was noticed and how it was closed, alongside the original order and delivery histories. ## What It Is Not A rejected request is an immediate response to the caller; it does not necessarily create a retained exception. An exception also differs from the stock findings held by inventory. The pinned Operations adapter does not bring those warehouse findings into this same list. Platform attention items have a different owner. Staff should not assume that an empty Operations queue establishes the absence of warehouse or carrier problems. ## How It Is Used Operations staff select a problem kind, inspect its order context and choose an appropriate intervention. They can acknowledge awareness or record a resolution. Some actions operate on the subject record rather than on the exception itself, such as retrying a failed adjustment. Available authority and implemented service routes both affect what staff can do. Several menu actions remain unavailable, and a browser-held collection limit constrains the visible results. ## Its Facets **Kind.** Problem categories distinguish financial, delivery, dependency and reconciliation issues for staff investigation. Understanding kind in the operational exception workflow. **Subject.** The affected order, line, obligation, reservation, tender, adjustment, enforcement or participant supplies the intervention context. Understanding subject in the operational exception workflow. **Occurrences.** An open finding accumulates repeated occurrences and current diagnostic detail. Understanding occurrences in the operational exception workflow. **Acknowledgement and resolution.** Acknowledgement retains awareness and resolution retains the recorded closure result. Understanding acknowledgement and resolution in the operational exception workflow. **Financial adjustment.** A post-sale document's financial execution plan can fail into operations attention. Understanding financial adjustment in the operational exception workflow. **Reconciler check.** A scheduled detector has a cadence and threshold determining candidate examination. Understanding reconciler check in the operational exception workflow. ## How It Relates Obligations and enforcements provide many exception subjects. Orders supply the broader sale and staff history, while Accounting supplies financial events that may trigger follow-up. Inventory retains a separate findings workflow for stock, label and physical-handling problems. The scheduler detects some conditions and staff complete the human decisions. ## What It Could Become The product should decide whether operations staff need one queue including warehouse problems or a separate warehouse workbench. Missing interventions need explicit delivery decisions rather than reassuring menu labels. Design should also distinguish metrics from staff findings so monitoring responsibility is clear when no queue item is produced.