> For the complete documentation index, see [llms.txt](https://docs.notionapps.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.notionapps.com/automation/troubleshooting-automation/decision-and-queue-troubleshooting.md).

# 🧭 Decision and Queue Troubleshooting

## 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.](https://firebasestorage.googleapis.com/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F5ZqDXcVVffWUqEIZVhmn%2Fuploads%2FaqLbH5XFz43EB7jYCpbk%2Fautomation-screen-decision-builder-20260705.png?alt=media\&token=70e8a8ee-525e-4d63-bda7-f39a8b99b6c9)

*Decision is where a reviewer acts on one item.*

![Work Queue screen type.](https://firebasestorage.googleapis.com/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F5ZqDXcVVffWUqEIZVhmn%2Fuploads%2F5nB1Ti9ZiYZNqMNf7vU3%2Fautomation-screen-work-queue-builder-20260705.png?alt=media\&token=cbd20caa-6f43-4ebe-89eb-757015916060)

*Work Queue is where a team sees a list of work.*

**Diagnosis order**

1. Confirm the source record exists.
2. Confirm the user clicked the real Submit action.
3. Confirm the workflow trigger fired.
4. Confirm the reviewer or queue recipient resolves to a real role, team, or user.
5. Confirm the Decision or Work Queue screen exists.
6. Confirm the screen is connected as the workflow destination.
7. Preview as the reviewer or queue role.
8. Clear screen filters.
9. Confirm source record permissions allow that role to see the item.
10. 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.