A submittal didn't appear in my queue
Quick answer: Nine times out of ten it's a filter issue — the My Work / Team toggle is on My Work and the submittal is assigned to someone else, or a Permit Type / Status / All Members filter is hiding it. Clear filters and widen to Team. If it's still not there, check Status: Processing (AI is still running) and Status: Failed (AI could not finish).
Troubleshooting order
- Toggle to Team. If the submittal is owned by a teammate, it's hidden in My Work.
- Clear filters. Open each filter dropdown and pick the top (default) option — Permit Type, Status, All Members.
- Check the search box. Empty it.
- Check Processing. Filter Status → Processing. A brand-new submittal takes minutes to run AI review; it's not Completed yet.
- Check Failed. Filter Status → Failed. If the AI errored, the project is there with a red pill.
- Confirm the builder actually submitted. Ask for the address they submitted and search for it.
- Still missing? It may have been routed to a different city / department. Contact your admin.
What the statuses mean
See Queue stats.
If it's stuck on Processing for a long time
Large submittals can take 10-20 minutes. Anything past an hour should be treated as Failed — open it and either Reset & Run Again or escalate to your admin.