Choose the symptom you can observe
Open the matching case. Check the existing state before changing a record or repeating an action.
New obligations are not appearing for affected franchises.
Check first
- Confirm the requirement is published or active and its franchise scope includes the intended records.
- Check the first due date, effective date, and any status condition that controls obligation creation.
- Compare one affected franchise with a known in-scope franchise using the same requirement.
Next action
Correct the policy scope or effective timing, then regenerate or recheck obligations through the normal workflow. Do not create manual duplicates until the policy owner confirms why the rule did not produce the expected work.
Confirm the result
A representative affected franchise shows one obligation with the intended status, due date, guidance, and requirement source.
The due or renewal date is different from the operating schedule.
Check first
- Compare the saved first due date and renewal lifetime with the expected coverage cycle.
- Check whether the date is calculated from upload, approval, franchise start, or a fixed calendar date.
- Review an existing obligation to see whether it was created under an older requirement version.
Next action
Correct the policy for future obligations and separately route existing obligations that need a governed date correction. Record the reason instead of silently shifting due dates to make the queue look current.
Confirm the result
New and existing obligations show the intended date basis, and any historical correction identifies the policy version that changed.
A requirement blocks reporting when the team expected it to be informational.
Check first
- Read the required and report-blocking settings independently.
- Check whether the affected report is linked to an older requirement version.
- Confirm the intended owner and consequence with the person who defined the operating policy.
Next action
Change the blocking choice only after the policy owner confirms the intended consequence, and keep the existing obligation history. Do not mark every affected obligation complete as a workaround for a policy setting.
Confirm the result
A test obligation and its linked report reflect the agreed required and blocking behavior for the current requirement version.
Franchise users do not understand what file the requirement asks for.
Check first
- Read the guidance as a user who does not know the setup author's shorthand.
- Check whether the requirement names format, date, coverage period, and contact expectations.
- Compare the guidance with the review questions the owner will use to accept the document.
Next action
Rewrite the guidance around the file, period, and evidence the user must provide, then route the updated requirement for review. Keep exceptions in follow-up rather than adding ambiguous global instructions.
Confirm the result
A person unfamiliar with the setup can identify the expected file and period, and the reviewer can apply the same guidance consistently.
Prepare a useful escalation
- Include the saved requirement version, scope, dates, renewal rule, required and blocking settings, and one affected obligation.
- Separate a policy correction from an individual franchise exception before changing records.
- Ask the policy owner to approve any change that alters which reporting work is blocked.
Reference the relevant record instead of copying credentials or unrelated personal information into the handoff.