If you have recently added or updated a case but it is not visible on your workflow, the most likely reason is that the case has a future follow-up date. Smartr365 automatically hides cases with future follow-up dates to help you focus on cases that need attention today.
Finding the case
Use the search bar -- Click the search icon in the top navigation and type the client name, email, or case reference. This will find the case regardless of its follow-up date.
Filter by follow-up date -- On the workflow screen, adjust the follow-up date filter to include future dates. This will reveal cases that are currently hidden.
Why cases are hidden
When you set a follow-up date in the future on a case, Smartr365 treats that as "no action needed until that date" and removes it from the default workflow view. Once the follow-up date arrives, the case will reappear automatically.
Other reasons a case may not be visible
Status filter -- Your workflow may be filtered to a specific status. Check that the case status matches your current view.
Adviser filter -- If you are viewing cases for a specific adviser, the case must be assigned to that adviser.
Archived or completed cases -- Cases that have been marked as completed or archived will not appear on the active workflow.