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Troubleshooting Missing Sign Shop Tasks

Distributor guide for Sign Shop Requests missing from the Sign Shop Tasks dashboard or with no email alert: check the Tasks table, Assigned status and notification settings. Requires v22.01+.

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Written by Bailey Naas-Thornton

Minimum Version Required: 22.01

Pre-Conditions

  • Users are submitting Sign Shop Requests through the Sign Shop Requests dashboard.
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  • Users expect these requests to appear in the Sign Shop Tasks dashboard.
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  • Users are not receiving email notifications for submitted Sign Shop Tasks.

Steps

  • Verify Task Creation in the Database:
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    • Access the "Tasks" table in the Encompass database.
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    • Check if the missing Sign Shop Task is present in the table.
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    • If the task is present in the database but not the dashboard, this indicates a display issue.
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    • If the task is not present in the database, this indicates a submission issue.
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  • Check Task Status:
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    • If the task is found in the database, verify its status.
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    • Tasks in "Assigned" status indicate that the request was started but not fully submitted.
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    • Instruct users to ensure they complete and submit the Sign Shop Request.
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  • Investigate Email Notifications:
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    • Confirm if email notifications for Sign Shop Tasks are enabled.
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    • Verify the email address configured for receiving these notifications.
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    • Check spam or junk folders for missing notifications.
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  • Reproduce the Issue:
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    • Attempt to reproduce the issue by submitting a test Sign Shop Request.
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    • Document the steps taken and the results observed.
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  • Gather Information for Support:
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    • If the issue persists, gather the following information for Encompass Support:
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      • Task ID of the missing Sign Shop Task.
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      • User who submitted the task.
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      • Customer name associated with the task.
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      • Screenshot of the Sign Shop Tasks dashboard.
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      • Confirm if email alerts are being received.
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      • Upload Database and Logs from Encompass Mobile if applicable.

Fields And Definitions

  • Sign Shop Requests Dashboard: The interface used to submit Sign Shop Requests.
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  • Sign Shop Tasks Dashboard: The interface used to view and manage Sign Shop Tasks.
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  • Tasks Table: The database table that stores all Sign Shop Tasks.
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  • Task ID: A unique identifier for each Sign Shop Task.
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  • Assigned Status: A task status indicating that the request was started but not fully submitted.
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  • Help Resource - Upload Database and Logs from Encompass Mobile: A resource that allows users to upload database and logs from Encompass Mobile.

Best Practices

  • Ensure Proper Submission: Users should always double-check that they have fully submitted Sign Shop Requests.
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  • Verify Task Status: Regularly check the status of tasks in the "Tasks" table to identify any issues.
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  • Monitor Email Notifications: Regularly monitor email notifications for Sign Shop Tasks to ensure they are being received.
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  • Document Steps: Document all troubleshooting steps taken and the results observed.
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  • Communicate with Support: Maintain clear and consistent communication with Encompass Support.

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