Manage exceptions with Workbench

Workbench is a dedicated surface area within Turvo designed specifically to help resolve exceptions efficiently. Exceptions are surfaced as soon as they arise, allowing you to filter by exception type, for what you’re responsible for and collaborate with customers and carriers to provide visibility and request information as needed. With dynamic fields depending on the exception type, you’re able to provide updates and resolve the exception directly in the right pane without needing to dig into each shipment.

The following exception types are captured in Workbench:

To learn the basics about exceptions, see our Adding and updating exceptions in Turvo article. 

Note:

• If your organization has exceptions enabled in your tenant, you’ll see the option to add an exception appear under the Fast Action Button. If you do not currently have exceptions enabled, reach out to your Turvo representative.
• Shipment exceptions can be shared with other Turvo-connected tenants, however, the ability to share shipment exceptions is not enabled by default. Reach out to your Turvo representative to have sharing configured for each connected partner.
• If your organization has certain business rules in place, those rules are only surfaced on the shipment itself and cannot be managed in Workbench.

Finding Workbench

You can access Workbench from the left navigation bar.

When Workbench opens, it will default to Tasks or Exceptions, depending on how you left it. If Workbench opens to Tasks, change the toggle to Exceptions.

Exception entity

Next to the Tasks and Exceptions buttons, you’ll see either Order exceptions, Shipment exceptions, or Inventory exceptions, depending on how you left the page. To change the type of exception you’re viewing, click the down arrow and select the exception type from the drop-down menu.

List view

Here you will find a list of all the exceptions on shipments that you can view. Click the three dots in the upper right corner to configure which column data is important for you to manage your exceptions. 

Protip: Turvo will automatically save your column selection and order to an applied filter.

Filters

Use filters to narrow down the list of exceptions to those that you’re responsible for. Click the filter icon to open the filter tray. For example, you can filter down by a specific Carrier to manage all exceptions pertaining to that carrier. Save filters for quick access in the future if you’re often switching between filter views. Saved filters will be available through My filters.

Workbench filters work similarly to shipment list view filters. For more information on how filters are applied, see How to filter shipments.

Sort

You can sort the exception list view by different criteria to manage the order in which exceptions are displayed. Depending on the type of exception you’re viewing (either orders, shipments, or inventory), the listed Sort by options will vary. For example, sort by “Created date” to have all newly created exceptions appear at the top of the list.

View by

By default, the exception list view will show you all exceptions that are Open - these are exceptions that have not yet been resolved. You can change your view to see Resolved exceptions, or All exceptions which will show a combination of open and resolved exceptions. 

Right pane

Clicking on an exception will reveal further details in the right pane. From here, you can make updates and resolve the exception, as well as access key information on the associated shipment. You can even use the FAB to post an update, set an appointment and more. Below is a description of the different sections within the right pane.

Owner

The Owner determines which organization is responsible for providing updates/information on the exception or resolving the exception, making the differentiation between exceptions shared for visibility and exceptions they’re responsible for easier. You can choose from any of the connected accounts from the drop-down menu. When an organization is assigned the Owner of an exception, it will also surface in their Workbench exception list for better tracking. 

Assignee

To manage workload and ensure accountability, you can assign an exception to a specific user or group in your team. While this field is optional, users can then filter the list of exceptions to see only those that are assigned to them.

Due date

When an exception is created, it will automatically have the due date set to the current date. If you’re unable to resolve it or need to do a follow-up, simply move the due date to a date/time in the future. Sort the list view by Due date to have exceptions come back up to the top when their due date is reached.

Exception details

The exception fields displayed in the right pane are the same as those available through the FAB on the shipment. Depending on the exception type, different fields will be displayed.

For example, "Missing arrival" exceptions allow you to provide the arrival date/time directly on the exception itself. These updates will then be applied to the shipment automatically.

Attachments

The attachments field will only populate for Product issue and inventory item exceptions. Here, you can attach any relevant documents that need to be linked to the product issue. Accepted file types are the same as shipment documents, which can include JPEG, PNG, and PDF.

To add an attachment, hover over Attachment and click the plus sign +. Then, select the appropriate file from your computer.

Protip: If you need to remove an attachment, hover over the title of the attachment and click the x that appears on the right.

Shipment or order cards

If you scroll down in the right pane below the exception fields, you’ll find all the standard shipment or order summary cards which provide details on the route, customers, carriers, documents, and costs. This allows you to access key information on the shipment, order, or inventory that you may need to resolve an exception, without having to open the shipment, order, or inventory item itself.

Protip: Use the FAB in right pane to make quick updates to the shipment, order, or inventory item.

Resolving an exception

Depending on the exception type, different fields will be required. Once all required fields have been completed, the Resolve upon Save checkbox will be automatically selected.

If you want to save your changes without resolving the exception, simply uncheck the checkbox before clicking SAVE. 

Note: Once an exception has been resolved, it can no longer be edited or unresolved.

*Note: Order exception product issues will also require the items impacted by the product issue.

The following exception types require missing information to be provided before resolving the exception. These exceptions will automatically be resolved once the missing information has been provided, regardless of if the information was provided directly on the shipment or through the exception.

Only Autopilot exceptions will be automatically resolved. You will need to manually resolve Manually created exceptions.

Note: If an exception status is moved to Invalid, all fields will become optional and the Resolve upon save checkbox will be automatically selected.

For any additional questions or to have exceptions enabled or sharing configured, reach out to your Turvo representative.

Bulk updating exceptions in Workbench

Updating several exceptions at once is particularly helpful for those exceptions that are the same type and require the same updates. For example, if multiple shipments were affected by a warehouse disruption and you need to record the reason for the delay.

To update exceptions in bulk, navigate to the Workbench in the left navigation menu and select Exceptions, if not selected already. 

When you hover over the exception, you’ll see a checkbox to the far left. Click the checkbox of the exceptions you’d like to update and select UPDATE at the bottom of the modal. 

Protip: When making bulk updates in list view, you can quickly select multiple rows at a time by holding down shift and clicking the first and last rows of the group you need to edit, rather than clicking each row individually. Alternatively, you can use the Select All checkbox on the left of the header row to select all visible rows, up to the number shown when hovering over the checkbox. You can also bulk deselect the rows by clicking the blue “-” button at the top of the column.

From here, you can:

• Update the exception status
• Add a reason
• Update the responsible party
• Update the description
• Set a new appointment
• Resolve the exception
  • Note: The checkbox will be automatically selected if all chosen exceptions have all required fields completed and meet the criteria for being resolved. If you’d like to make updates to the exceptions without resolving them, uncheck the box before saving.

If updating a Missing arrival or Missing departure exception, you’ll see additional areas available to update:

• At pickup/At delivery date and time fields
• Picked up/Delivered date and time fields

Once you’ve selected the update you’d like to make and entered the necessary information, click SAVE to save your changes.