Assignment Board Not displaying Cases – Causes and Solutions

Purpose:

This article explains the common reasons why the Assignment Board in SupportLogic may appear empty or show delayed case visibility. 

Delayed Case Appearance on the Assignment Board:

Cases may not appear immediately due to the following reasons:

• Ongoing Sync Cycle
  
   If a case is created while a sync is already in progress, it may not be included in that specific sync cycle.
  
  

• Data Volume During Sync
  
   The size of the data being processed affects how quickly new cases are ingested. Larger data batches may cause newer cases to be picked up in the next sync cycle.         

Cases Not Appearing on the Assignment Board at All

If cases do not appear on the Assignment Board, consider the following potential causes:

• Filters Applied
  
   One or more filters (such as a Global Filter or Dynamic Filter) may be excluding the case from view.
  
  Examples:
  

  • A dynamic filter that only shows cases belonging to particular queue.
    

  • A global filter restricting to a specific region, queue, or status.