The decision to make first
A token expiry or permission change can stop an integration after a pilot has been running successfully, leaving customer requests without their expected destination. Define a degraded mode that preserves capture and staff visibility while disabling claims that depend on the disconnected system.
What the handoff should contain
Track connection health, affected workflow, first failure time, fallback queue and the person responsible for restoring or replacing access.
Suggested wording to approve
Example wording: “I can still capture the request for the office. The connected scheduling or job system is unavailable, so I cannot confirm that action right now.”
Test the difficult case
Revoke a test connection, submit a fictional request and verify that the fallback becomes visible without losing the request or exposing the credential error. Do not keep displaying a success state merely because the front-end form completed; distinguish the local record from the unavailable destination.
Worked example
Fictional example: A credential is revoked during a controlled test. New requests should remain visible in the approved fallback queue, with wording that avoids confirming a calendar or job-system action. After access returns, reconcile the saved requests using stable identifiers so restoration does not create duplicates or leave captured work invisible.
Review it in operation
Review how quickly staff noticed the disconnect and whether customers received wording consistent with the reduced capability.
Check before you launch
- Define a degraded mode that preserves capture and staff visibility while disabling claims that depend on the disconnected system.
- Track connection health, affected workflow, first failure time, fallback queue and the person responsible for restoring or replacing access.
- Revoke a test connection, submit a fictional request and verify that the fallback becomes visible without losing the request or exposing the credential error.
- Review how quickly staff noticed the disconnect and whether customers received wording consistent with the reduced capability.
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