Issue
- Compliance task is not firing on job
- Job has no compliance tasks
- Missing compliance task
Solution(s)
Tip
Workflows/compliance tasks are set up like a chain reaction or a set of dominos. A trigger (like a date added to the job) triggers the first task (ex: Contact Customer), and once that task is marked completed, it may set off another compliance task and so on. Any disconnect in this chain reaction can lead to missing compliance tasks. Make sure that your chain reaction is set up properly within Admin > Workflow Builder.
Check out this manual for more information - Workflow Builder Manual
There are various reasons that a compliance task (or tasks) has not been fired for a particular job. Check the following common causes to ensure that your workflow is set up properly:
- Do you have a compliance workflow built for the job's assigned division within Administration > Workflow Builder?
- NOTE: if you are part of a TPA or franchise that sends your company program-specific work, you will want to confirm if the job is a dispatched Claim or if it is a locally created Job. If it is a locally created job, you will want to ensure that you have a workflow set up for local jobs of that specific division and/or loss type (water mitigation, contents, etc).
- Check which division your job is under and then Select that division on the left-hand column of filters. You can narrow the Workflows down further by utilizing the various filters on the left.
- Are you missing all compliance tasks? Do the workflows listed for your specific division and job type have a trigger that has been completed on the job? For compliance tasks to populate, you must have an initial trigger. Many companies will create an initial trigger based on something like "Date Received" since that is the first date to be added to the job when it is created. Sometimes the issue is that you do not have a "first trigger" set up for all of the other compliance tasks to populate off of. Scroll through your compliance tasks for the specific job division or loss type and ensure that the tasks are configured correctly (making sure to check the 2nd or 3rd pages in your Workflow builder).
- Are you missing one or two specific workflows? Double-check what their triggers are within the Workflow builder and confirm that those triggers have been completed on the job in question.
- Does the missing workflow(s) apply to a specific loss type? Make sure that there is a corresponding loss type added to the job in DASH which matches the ones in the Workflow builder/manager.
- Was the workflow/compliance chain built or edited after the job was created? Any edits to the workflow builder will only apply to new jobs going forward. They do not work in retrospect.
If you are still experiencing issues or have questions relating to this article, please contact Support via Live Chat, by email at support@nextgearsolutions.com, or by phone at 866-769-7855. Please provide the support representative with the following information to expedite your request:
- Company ID
- Job number and division name
- Name of missing workflow (if applicable)
- Provide any detail regarding steps you have already taken to confirm that your workflow was set up properly