Resolve a missing or out-of-date request status
Check filters and the originating record before repeating a request or decision.
Resolve a missing or out-of-date request status
A card can be missing because of its category, stage, workroom or current filters. A delayed display also does not prove that an earlier approval failed.
Check the view first
1. Confirm the workroom and account you are using. Open the relevant Requests or Approvals area.
2. Check the category and any stage filters. Wait for the page to finish loading, then refresh the view normally if needed.
3. Look for the exact request reference. Do not substitute a similarly named request, even if its amount matches.
Compare the source
4. Open the originating module through its normal navigation and find the same reference. Read its current stage and any decision history.
5. Compare the two views. If the source shows that the earlier decision was applied, do not repeat it just because an older Pulse card still showed the previous stage.
6. If the difference remains, ask the process owner or support for help. Include the reference, the two stages you can see and when you checked them. Do not include unnecessary private information in a screenshot.
Choose the next step
If the intended result is already present, continue from that stage. If the result is different from what you expected, resolve the discrepancy before proceeding. If you still cannot determine what happened, keep the outcome open rather than creating a replacement request.
Your aim is a clear understanding of the same request—not a queue that merely looks tidy.
Avoid repeating consequential actions: Do not resubmit, approve, cancel or change routing just to test whether a previous action worked. A timeout can happen after the action succeeds. If access is denied, use the appropriate owner’s process rather than another account to get around the restriction.
Continue learning
In this series: Track requests and decisions — guide 6 of 6.
Turn what you learned into the way the team works.
Mark this lesson complete once the workflow exists in your workspace—not simply when you reach the bottom.