Choose the symptom you can observe
Open the matching case. Check the existing state before changing a record or repeating an action.
A period appears overdue even though the franchise sent a report.
Check first
- Compare the period end date and due date with the date range named in the submitted source.
- Search for a draft, submitted, or under-review record before treating the period as missing.
- Check whether the report was submitted under a different franchise record or organization scope.
Next action
Link the existing submission to the correct period or correct the period context before requesting another file. Keep the item in review when a report exists but its calculation or acceptance is incomplete.
Confirm the result
The worklist shows one period with the correct due state, submission status, latest update, and named owner.
The due date does not match the operating calendar.
Check first
- Confirm the period end date, cadence, and timezone used to derive the due date.
- Compare the affected period with a prior completed period using the same reporting rule.
- Check whether the calendar changed after the period was created or assigned.
Next action
Document the correct period and cadence, then route the date discrepancy to the person who owns the reporting schedule. Do not move a due date only to hide an overdue state without recording why it changed.
Confirm the result
The corrected item displays the agreed period end date and due date, with the schedule change and owner recorded.
Two worklist items appear for the same franchise and period.
Check first
- Compare each item's stable identifier, source file, submission time, and current status.
- Check whether one item is a draft or correction and the other is the accepted submission.
- Confirm that the duplicate is not for a different reporting rule or service scope.
Next action
Keep the record that matches the intended period and rule, and route the duplicate for authorized correction or closure. Do not delete the evidence needed to explain why two submissions existed.
Confirm the result
The worklist has one active next action for the period, while the duplicate's disposition and relationship to the accepted record are clear.
The list shows an exception with no clear owner or next action.
Check first
- Check the franchise assignment and organization scope on the work item.
- Identify whether the exception is missing data, review work, access, or a date mismatch.
- Look for an existing owner or open follow-up before creating another request.
Next action
Assign the exception to the team that can resolve its actual cause and write one dated follow-up. If the franchise or period cannot be confirmed, resolve that record mismatch before assigning submission work.
Confirm the result
The exception names the affected period, owner, reason, due state, and next action without requiring a separate calendar note.
Prepare a useful escalation
- Include the period end date, due date, franchise, submission identifier, and the filter or scope used to find the exception.
- Escalate a schedule mismatch with one prior completed period and the current schedule rule for comparison.
- Ask the reporting owner to decide whether the item needs a submission, a review, or a record correction.
Reference the relevant record instead of copying credentials or unrelated personal information into the handoff.