Handlingskanal

Handlingskanal is a term used in process management and information systems to describe a defined route through which actions, requests, or decisions are handled within an organization. It functions as the channel or path that captures and transports work items from initiation to completion, ensuring that responsibilities, timing, and outcomes are traceable.

In practice, a handlingskanal specifies who can initiate handling, which actors or systems participate, and how a task is routed when certain conditions are met. It often includes rules for assignment, escalation, status updates, and data recording. Handlingskanaler may exist for different types of work, such as incidents, service requests, case handling, or approvals, and may intersect with other channels like email, forms, or APIs.

Key characteristics include defined ownership, a fixed lifecycle with status states, an audit trail, access control, and integration with the wider workflow or case management system. A handlingskanal supports accountability, metrics (for example cycle time and throughput), and compliance with privacy or regulatory requirements.

Examples: In IT service management, separate handlingskanaler may exist for incidents and requests, each with its own routing rules. In public administration, a handlingskanal might be the official path for digital case handling, including document intake, review, and decision.

Design and governance considerations include documenting the channel’s purpose, maintaining data models, setting service level agreements, and ensuring interoperability between channels and systems.