Troubleshooting: Requests Submodule Showing Incorrect/Missing Approvals

Problem

When viewing the Requests submodule within a specific module (e.g., Purchasing > Requests), you encounter issues:

1. Documents you expect to approve are missing from the list.
2. Documents you have already actioned (Approved/Rejected) still appear in the list.
3. The list seems generally inaccurate or out of date.

Common Causes

1. Incorrect Module: You are looking in the Requests submodule for the wrong module (e.g., checking Purchasing > Requests for an Expense Claim approval). Approvals are module-specific.
2. Incorrect Team: You are logged into a different team than the one where the approval request exists.
3. Approval Step Not Active/Pending: The approval step assigned to you is not yet active (waiting for a previous milestone/step) or is no longer pending (already actioned, delegated, escalated, or changed). The Requests submodule only shows items actively awaiting your action.
4. Wrong Approver Assigned: The approval step was mistakenly assigned to a different user or group. See Wrong Approver Assigned.
5. Delegation Active: You have delegated your approvals to another user, so the requests are appearing in their Requests submodule, not yours.
6. Caching/Indexing Issues: The list view might be displaying cached data that hasn't refreshed yet to reflect recent approvals or assignments. Search indexing delays could also impact results.
7. Filters Applied: Filters (Status, Quick Filters, Advanced Filters) might be unintentionally hiding the requests you are looking for.

Troubleshooting Steps

1. Verify Module and Team: Ensure you are in the correct Module (e.g., Purchasing, Expenses) and the correct Team context.
2. Clear Filters: Click Filters > Clear all and ensure the Status filter includes APPROVAL type statuses to rule out filtering issues.
3. Check Document Directly: If you know the specific document you expect to approve, search for it directly using its Document Number or other identifiers. Open the document:
   • What is its current overall Status?
   • Examine the Approval Flow display. Is there an active milestone? Is your user/group assigned to an active step with a PENDING status?
4. Check Delegation Settings: Go to Profile > Delegation. Do you have an active delegation set up for this team? If so, the requests will be with your delegate.
5. Hard Refresh/Log Out: Perform a hard refresh (Ctrl+Shift+R or Cmd+Shift+R) or log out and log back in to clear cached data and force a refresh of the Requests list.
6. Check Notifications: Did you receive an email or other notification for the approval request? If so, use the link in the notification to access the document directly. Does it show as pending your approval?

Need Help?

If expected approval requests are consistently missing from your Requests submodule after checking these steps, contact Zudello support. Provide:

• Your user email address.
• The Document UUID of a specific request you expect to see but is missing.
• Confirmation that you are checking the correct Module and Team.
• Screenshots of the document's approval flow display (if accessible).