Choose the symptom you can observe
Open the matching case. Check the existing state before changing a record or repeating an action.
The simulation returns no eligible entries.
Check first
- Confirm the selected organization, franchise scope, rule, and reporting context.
- Check whether the source periods are complete, in range, and assigned to the selected rule.
- Look for deferred, blocked, inactive, or already processed records that explain the empty eligible set.
Next action
Correct the scope or source prerequisite that explains the empty result, then rerun the same preview. If no entries are expected, record that reason rather than treating an empty result as a successful run.
Confirm the result
The simulation identifies the selected scope, explains zero eligible entries or lists the eligible records, and retains the rerun timestamp.
Projected totals differ from the team's expected total.
Check first
- Compare the projected rows with the selected rule version, quantities, sales values, and effective dates.
- Check whether deferred or blocked records were excluded from the projection.
- Confirm rounding, scope, and source period assumptions used to form the expectation.
Next action
Reconcile one representative row from source to projected amount, then correct the rule or source issue that explains the difference. Do not approve from the total alone when row-level eligibility is unclear.
Confirm the result
The rerun preview shows eligible, deferred, and blocked rows separately, and the projected total can be reproduced from its inputs.
The preview contains blocked or deferred records with no obvious cause.
Check first
- Open the row-level reason and identify the missing assignment, source value, date, or destination.
- Compare the affected record with an eligible record in the same scope.
- Check whether the block belongs to setup, data review, or a prior processing state.
Next action
Route each row to the owner of its actual prerequisite, keeping deferred and blocked work out of the approved eligible set. Rerun only after the source or setup state changes.
Confirm the result
The new preview names the reason and owner for remaining deferred or blocked records and shows their effect on the eligible result.
A rerun still shows the old preview after a correction.
Check first
- Compare the source correction timestamp with the preview timestamp and identifier.
- Confirm the rerun used the same scope and a new calculation or simulation request.
- Check whether another source version or assignment still governs the affected row.
Next action
Start a fresh preview from the corrected source and retain the old preview as history. If the new result is unchanged, route both identifiers and the source comparison to the simulation owner.
Confirm the result
The latest preview has a new identifier or timestamp, reflects the corrected source, and explains any result that remains unchanged.
Prepare a useful escalation
- Include the simulation identifier, scope, reporting context, rule version, projected totals, and row-level outcomes.
- Separate a setup blocker from a source-data exception before asking for a rerun.
- Ask the approval owner to sign off the exact preview that will be handed to processing.
Reference the relevant record instead of copying credentials or unrelated personal information into the handoff.