Triage and resolve exceptions
Last updated: October 29, 2026
Every open exception on a live route waits for someone to deal with it. You work exceptions from the route drawer's Issues tab. You acknowledge what you've seen, adjust the severity or type if the first read was off, and resolve the exception once the problem is handled. Each exception moves through three statuses:
| Status | Meaning |
|---|---|
| Needs Triage | New. Nobody has acknowledged it yet. |
| Acknowledged | Someone has seen it and it's being handled. Still open. |
| Resolved | Closed. |
Exceptions appear in Execute only when exception handling is on for your organization. For where exceptions come from and how they move between statuses on their own, see How exceptions work.
Open a route's exceptions
From the Execute routes table, select the route's Exception cell. The route drawer opens straight to its top open exception. You can also open the route any other way and select the Issues tab. The tab's count is the number of open exceptions.
The top of the tab sums up the route, for example "3 open exceptions," or "No active exceptions" once everything is closed. Below that, exceptions are grouped by status: Needs Triage first, then Acknowledged, then a collapsed Resolved group. Each row shows the severity, the type, how long ago it was raised, and the assignee's initials if someone owns it. A row still in Needs Triage also shows the first lines of its notes.
Acknowledge exceptions
Acknowledging says "I've seen this, it's being handled." It doesn't close the exception.
- One exception: select the check mark at the end of its row. You see "Exception acknowledged."
- All of them: when two or more exceptions need triage, select Acknowledge all next to the Needs Triage heading.
Acknowledged rows dim in place rather than jumping to the Acknowledged group, so the list doesn't shift under your pointer while you work through it. The groups catch up the next time you open the route.
An acknowledged exception also stays open when the route ends. Nash closes unowned exceptions automatically when a route completes or is canceled, but one someone has acknowledged is left for that person to close (more on this below, under How an exception ends up Resolved).
Inspect and edit an exception
Select any row to open the exception inspector. It shows everything known about the exception: its type and Severity, when it was detected, how many customers it affects, and the details for its type (for example the planned start, delay, and at-risk stops of a late departure), along with any Notes. Use the arrows to step to the previous or next exception on the route, or select Route details to go back to the route.
Below the details, Exception details holds the fields you can change:
- Exception type: switch the exception to one of your organization's own exception types. See Retype an exception.
- Status: Needs Triage, Acknowledged, Resolved, or Nullify · false alarm.
- Severity: P0 through P3.
- Assignee: the teammate who owns the route's exceptions. Changing it applies to every open exception on the route. See Assign exceptions.
Change what you need, then select Save changes. The footer reads "Unsaved changes" until you save and "Changes saved" after. Discard puts the fields back the way they were. If the save fails you see "Failed to update flag"; check the fields and save again.
Change the severity
Raise or lower the severity when the exception is more or less urgent than its first rating. A late departure rated P2 that you know will hold up a whole run, for example, is worth raising to P0 so it sorts to the top of the queue. The routes table sorts by severity by default, and the severity strip above it filters by tier. The Exception types and severity reference describes each tier.
Retype an exception
Use Exception type when the exception belongs in one of your organization's own categories: a workflow raised a generic exception, or the driver picked the closest built-in type. The picker lists your own exception types only.
Retyping closes this exception and opens a new one of the type you picked, with the same severity, status, notes, and assignee. The inspector follows to the new exception. The original moves to the Resolved group, marked "Exception type changed."
The Exception type field appears only when your organization has its own exception types (see Manage exception types). You can't retype an exception while you're resolving or nullifying it in the same save.
Resolve an exception
Set Status to Resolved and select Save changes once the problem is handled: the vehicle is moving again, the customer was reached, the stop was moved. The exception moves to the Resolved group and leaves the route's open count.
Nullify a false alarm
Set Status to Nullify · false alarm when the exception should never have been raised: the driver reported it by mistake, or the condition wasn't real. A nullified exception closes like a resolved one, and its record carries the note "Nullified from triage" so anyone reviewing the route later can tell a false alarm from a problem that was fixed.
How an exception ends up Resolved
An exception reaches Resolved in one of these ways:
- Someone resolves or nullifies it in the inspector, as above.
- The route ends. When a route completes, is canceled, is archived, or is deleted, Nash closes the open exceptions on it that nobody has taken on. An exception someone acknowledged or was assigned, or one a person added by hand, stays open for its owner to close. Exceptions on a route that failed also stay open for follow-up.
- It's retyped, as above.
- It's handled from the exception itself. An order cancellation request, for example, closes when you accept the re-optimized plan (see Request an order cancellation on a live route).
Review resolved exceptions
The Resolved group at the bottom of the Issues tab starts collapsed; select it to expand the list. Select a resolved exception to see its details, read-only. Its footer records how it closed:
- Resolved by and the person's name, when a person closed it.
- How it was closed, for example Closed when the route ended or Exception type changed.
- Last updated and the time.
- Resolution Notes, such as "Nullified from triage."
Resolved exceptions can't be edited or reopened from the inspector.
Who can triage exceptions
Acknowledging and editing exceptions needs write access to Notification Settings on your role, set in Settings ▸ Members & Organization ▸ Roles. Without it, you can open the Issues tab and read every exception, but the acknowledge buttons and the Exception details fields don't appear. See Manage users and roles.