Overview
If someone can see or comment on an Assignment but cannot resolve it, check the action they are trying to perform and the rules on that specific Assignment. Visibility, modification and permission to enter a final state are separate checks.
Record whether the completion action is missing, disabled, rejected on save or saved locally but not yet visible to others.
At a glance |
|
Who can do this | Super Users, Assignment owners or Assignments › Modify; definition resolver restrictions may also apply. |
Where | Assignments › open the affected Assignment |
Works on | Backend (web) |
Availability | All organizations |
💡 Why this matters: Finding the blocking permission or field lets the right person finish the record without bypassing the intended review or documentation.
Check the Assignment and account
1. Confirm the current state
Open the exact Assignment and check whether it is still active, already resolved or deleted. When it uses an Assignment Definition, read the state name and confirm which states are final. A custom label alone may not make that distinction obvious.
2. Check modification access
A person may be able to read and comment without being allowed to modify the Assignment. Compare its assignees and the person’s Assignments › Modify access. Check the affected account rather than only testing with a Super User.
3. Check the definition’s resolver rule
If the Assignment uses a definition, open its configuration and inspect Who can resolve. A regular User must belong to an allowed resolver User Group when that restriction is configured. Being an eligible assignee is not the same condition.
Use Assignment Definitions for the configuration. Definitions are an optional feature; if the Assignment uses the default workflow, focus on modification access and the completion form.
Complete the required documentation
Check the selected final state’s Require documentation setting and the completion dialog. Enter the required description and attach the evidence your process calls for. A missing description can prevent the form from being saved.
⚠️ Heads-up: Do not remove a documentation requirement from a shared definition simply to complete one Assignment. Establish which field is missing or whether the wrong final state was selected.
For the normal completion and reopening steps, see resolving, documenting and reopening Assignments.
Separate saving from synchronization
If completion appears to succeed in the app but other Users still see active work, check the connection and pending data. Do not repeat the completion on another account until you know whether the first update was submitted.
Follow unsent-data guidance if the device has pending work. If an external integration changes the state again after submission, provide the sequence and timestamps to Support and the integration owner.
Verify or escalate
After the permitted correction, reopen the Assignment and confirm the intended final state.
If blocked, capture the exact error and whether it occurred before or after Save.
Include the Assignment link, current and intended state, definition and affected User.
State whether the person can edit other fields and whether the problem occurs in the Backend, app or both.
Best practices
Keep assignee and resolver rules aligned with the intended handoff.
Test each final state when configuring an Assignment Definition.
Review the saved activity history when a state appears to change back.
Frequently asked questions
Why can we not close one particular Assignment as solved?
Compare that Assignment’s definition, final-state requirements and modification access with a working example. One Assignment may have different resolver or documentation rules from the rest.
Why can a User comment on their group’s Assignment but not resolve it?
Commenting does not establish permission to modify or enter a final state. Check modification access and the definition’s Who can resolve User Groups.
Can we make the resolution description mandatory?
Yes, an Assignment Definition can require documentation for a final state. See Assignment Definitions for the setting and documenting a resolution for the workflow.