Choose the symptom you can observe
Open the matching case. Check the existing state before changing a record or repeating an action.
The queue says a document is missing even though a file is visible.
Check first
- Compare the visible file with the exact obligation name, franchise, and reporting period.
- Check whether the file is a draft, superseded version, or unreviewed upload.
- Confirm that the obligation's current coverage state changed after the file was added.
Next action
Open the exact obligation, review the current version, and route it for acceptance or replacement as its guidance requires. Do not close the queue item from a file-list view that omits the obligation status.
Confirm the result
The obligation shows the current file version, review result, due state, and coverage status for the intended franchise.
An expired document still appears to cover the requirement.
Check first
- Compare the document expiration date with the requirement's renewal rule and current date.
- Check whether a newer version exists under a different filename or obligation record.
- Confirm whether the queue is showing cached status or a different franchise scope.
Next action
Mark the old version as expired or route the obligation for a current upload according to its policy. Keep the prior version for history, but do not use it as current coverage.
Confirm the result
The queue reflects the expired state or the accepted replacement, with the version and effective coverage dates visible.
A reviewer has checked the file but the obligation remains in review.
Check first
- Confirm whether the reviewer recorded an acceptance, rejection, or request for correction.
- Check for an unresolved required field, missing date, or second reviewer assignment.
- Compare the obligation status with the document version that was actually reviewed.
Next action
Complete the missing disposition or route the exact correction request to the document owner. Avoid uploading another version until the current review state explains what is still missing.
Confirm the result
The obligation has a recorded reviewer outcome tied to the reviewed version and the queue no longer treats the state as unexplained.
Reporting remains blocked after coverage appears current.
Check first
- Check whether the report references the same franchise and obligation as the document queue.
- Confirm that the coverage state is current, not merely uploaded or pending review.
- Look for a second missing or expired obligation that could also block the report.
Next action
Resolve the specific blocking obligation or route a stale linkage to the owner of the reporting check. Keep the report blocked until the requirement state actually satisfies the configured consequence.
Confirm the result
The report and compliance queue agree on the obligation's current coverage and the blocking state is cleared for the same franchise and period.
Prepare a useful escalation
- Include the obligation identifier, franchise, current file version, due or expiry date, review state, and reporting consequence.
- Do not send a new upload request until the existing file's relationship to the obligation is understood.
- Ask the requirement owner to decide whether a policy or a single document is causing the exception.
Reference the relevant record instead of copying credentials or unrelated personal information into the handoff.