Requests arrive incomplete
Email and chat threads often start before the requester has provided the details the team needs.
Operations teams
Give requests and routine work a clear path.
Operations teams can collect complete requests, route common work automatically, and keep unusual cases linked to the right owner and procedure.
Common problems
Incomplete requests create extra work later.
Routine work needs a consistent path, and unusual cases need a clear owner when they leave it.
People repeat the same routing steps
Assignments, status changes, and follow-ups are handled by hand each time.
Unusual cases lose an owner
An exception can become separated from its requester, procedure, or decision history during a handoff.
In TOW
How operations teams can use TOW.
Request intake, internal work, and review stay separate, with a clear record at each step.
Ask for the details before work starts
Use a form to collect the service category, constraints, expected outcome, dates, and supporting files.
- Required summary and category
- Constraints, dates, and expected outcome
- Attachments on the request
See what an automation did
Open a run to check its status, who started it, which item it acted on, and the result of each step.
- Status and timing
- Person and target item
- Result or error for each step
Send an exception for review
Add the reason and proposed follow-up to the review queue so an operator can decide what happens next.
- Reason for the exception
- Proposed follow-up
- Clear review status
Access
Keep the request portal separate from internal work.
Requesters only need access to the portal. Project, document, and deployment settings are managed separately.
FAQ
Questions worth answering clearly.
Current product, deployment, and commercial boundaries.
Can requesters track what they submitted?
Yes. Signed-in portal users can see their requests while the operations team manages the internal work.
What can an automation do?
TOW supports automations triggered by project events and actions that run during workflow transitions. Check the available triggers and actions against the process you want to automate.
How are non-standard requests handled?
The request can be assigned to an owner or sent for review. Its activity, related procedure, and decision notes stay with the work.
See TOW in your environment