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Decision and Queue Troubleshooting
Decision and Queue Troubleshooting
Decision and Queue Troubleshooting
Use this page when a submitted item does not appear for the reviewer or team. In the builder, troubleshoot the actual destination screen: Decision or Work Queue.
Decision screen type.
Decision is where a reviewer acts on one item.
Work Queue screen type.
Work Queue is where a team sees a list of work.
Diagnosis order
Confirm the source record exists.
Confirm the user clicked the real Submit action.
Confirm the workflow trigger fired.
Confirm the reviewer or queue recipient resolves to a real role, team, or user.
Confirm the Decision or Work Queue screen exists.
Confirm the screen is connected as the workflow destination.
Preview as the reviewer or queue role.
Clear screen filters.
Confirm source record permissions allow that role to see the item.
Check Exception Resolution.
Symptom table
Symptom
Likely cause
Fix
Owner sees item, reviewer does not
Role permission issue.
Grant screen and source record access to reviewer role.
Nobody sees item
Trigger or recipient issue.
Check When this happens and reviewer resolution.
Item appears in Work Queue but not Decision
Decision screen not connected or scoped incorrectly.
Select the right destination and scope.
Item appears but reviewer cannot open it
Source record access is blocked.
Update data restrictions or screen visibility.
Reviewer can open but cannot act
Decision actions are not mapped.
Map approve/reject/request changes actions.
Verification
The issue is fixed when a fresh test request appears for the correct role on Decision or Work Queue, opens successfully, shows business context, and supports the expected action.
