Troubleshooting

Use this page when something does not appear, a workflow is blocked, or Copilot gives an incomplete result.

I Cannot See a Module

Check:

• Your permission role.
• Whether the module is enabled for the organization.
• Whether the feature is included in the current plan.
• Whether you are in the correct organization.
• Whether the page is hidden by role or feature gate.

Ask an admin to review Users, Roles, and Teams and Billing and Subscription.

I Cannot See a Record

Check:

• Record ownership.
• Team or project membership.
• Account or project visibility.
• Deleted or archived status.
• Filters in the current table view.

Clear filters or use Global Search and Command Bar to confirm the record exists.

Search Result Is Missing

Try:

• Search by exact name, number, title, or email.
• Reduce filters or scope.
• Use customer name plus record type.
• Try a semantic phrase if exact words are unknown.

If a recently created record is missing from semantic search, it may need indexing before it appears in semantic results.

Copilot Gave the Wrong Record

Try:

• Include the exact invoice number, project name, customer name, or task title.
• Ask Copilot to open the record first.
• Confirm the proposal fields before submitting.
• Use the visible select fields to correct the draft.

Copilot should not execute data-changing work until you confirm the proposal.

Copilot Shows Sources but No Answer

Ask for the desired output directly, for example:

• Give me a short brief about this customer.
• Summarize this project in 5 bullets.
• Show hours grouped by status.

For read-only questions, Copilot should answer first and show supporting context after.

Proposal Is Missing

A proposal should appear when the user asks to create, update, send, approve, reject, return, or reassign something.

If no proposal appears:

• Make the action explicit.
• Include the target record.
• Check whether the action is supported.
• Confirm required fields can be resolved.

For simple summaries, briefs, and navigation requests, a proposal is not expected.

Proposal Has Wrong Fields

Check:

• Project, invoice, account, or task selection.
• Date values.
• Assignee or recipient selection.
• Required fields.
• Whether the field is a select, date, text, or decision dropdown.

Correct the draft before confirming.

Invoice Reminder Recipient Not Found

Check:

• The invoice customer.
• Customer contacts.
• Billing contact email.
• Whether the selected recipient belongs to the invoice customer.

The recipient field should use customer contact options when available.

Approval Cannot Be Updated

Only pending approval requests should be updated.

If an approval cannot be changed:

• Check whether it is already approved, rejected, or returned.
• Confirm you are the assigned approver.
• Review approval permissions.
• Check whether the action is valid for that approval type.

Time Totals Look Wrong

Check:

• Date range.
• Timezone.
• Status filter.
• Project or task filter.
• Whether the view shows entries or grouped totals.

For Copilot, ask for the aggregation explicitly, such as show total hours by status for this month.

Client Cannot Access Portal

Check:

• Invite email.
• Invite expiration.
• Contact record.
• Project portal access.
• Portal section visibility.

Resend the invite if needed.

Related Docs

• Workflow Guides
• Global Search and Command Bar
• AI Copilot
• Approvals
• Client Portal