TCS Integration Exception Manager

Overview

When an external integration service (API, database, or web service) fails in an Appian Process Model, the workflow typically gets stuck.
Business users who initiate the workflow have no insight into what went wrong or how to fix it. Support owners are notified, but without clear, actionable insights, the process of resolving the issue becomes time-consuming and error prone.

TCS Integration Exception Manager is a solution designed to address and resolve errors or exceptions that occur during integration service calls within Appian Process Models. Appian AI provides intelligent feedback that enhances decision-making and improves communication between business users and technical teams.
Core Objective to provide clear, non-technical error messages for business users and actionable technical resolutions for support teams when an integration fails.

Key Features & Functionality

Features:

• Non-Technical Error Messages for Business Users: Provides business users with clear, human-readable explanations of integration failures. Reduces confusion and empowers users to report issues without requiring technical knowledge.
• Appian AI (Prompt Builder) Integration: The Appian AI is used to analyze integration failures and generate context-aware, meaningful messages. Continuously improves the error classification and resolution suggestions based on new data.
• Actionable Technical Resolution for Support Owners: Provides technical teams with precise error details and possible next steps, such as system configuration checks or log analysis. Reduces manual investigation by providing automated suggestions.
• Automatic Recovery and Retry Mechanism: In some cases, Appian Integration Manager can automatically attempt a recovery or retry operation when the error is transient.
• Seamless Integration with Appian Process Models: Direct integration with Appian’s workflow automation ensures smooth error handling and communication within the existing business processes.

Benefits & Business Impact

• Improved Transparency for Business Users: Business users no longer face ambiguity when an integration fails. They receive straightforward messages explaining the cause.
• Faster Issue Resolution for Support Teams: Support owners receive detailed, actionable guidance on how to resolve integration issues quickly, reducing troubleshooting time and downtime.
• Increased Workflow Efficiency: With real-time feedback and clear issue resolution pathways, workflows are less likely to get stuck, enhancing productivity.
• Reduced Dependency on IT Teams: With clear messages and automated resolution steps, less technical intervention is needed, freeing up IT resources for other tasks.
• Enhanced Collaboration: By bridging the communication gap between business users and technical teams, the solution fosters better collaboration across the organization.