Why a Case didn't appear or move

Most of the time nothing is broken — the Form was set up that way, or the customer hasn't finished. These are the three groups, and each asks something different of you.

It's set up that way

Yours to change, on the Form itself.

• The Form doesn't create Cases. It collects answers and stops there. The response is on All responses, and there's nothing to review
• Nobody has to approve it. The Case shows No review because this Form doesn't ask for a decision. It's still yours to resolve when the work is done
• The customer already has one. A Form set to One Open Case or One Ever won't open a second Case for the same person, and a response rule of One Active Response or One Ever stops them answering again
• A connected action ran without you. With review turned off, whatever the Form is wired to do can happen as soon as the response is confirmed

Nothing has gone wrong

Nothing to fix here.

• They haven't finished. An unfinished Form sits on Saved drafts until they come back to it, and it shows when it expires
• The draft expired or was given up on. It can't be picked back up, and no response was ever made
• You're looking at the last 30 days. Every list starts there. Widen the date range, or clear the filters, to see older work
• It arrived in an inbox you can't see. You only see Cases from the inboxes open to you, plus private ones you've been added to. A colleague may be looking at it

Something actually went wrong

Worth acting on.

• The response couldn't be matched up. It shows as Reconciliation failed, and it's counted under Needs reconciliation on the Overview. The answers are safe — open the response to see them
• A connected action stopped. The Overview counts these under Form actions need review, and the Case shows how far the action got
• A review has sat too long. Review stalled counts Cases that have been waiting more than a day. Open one and pick it up
• Someone changed it while you had it open. You'll be told the Case changed. Refresh and decide again on what it says now

When it's a permission, not a failure

These read like errors but aren't, and trying again won't help.

• Approving, rejecting and reading protected notes need the review permission
• Resolving and withdrawing need the resolve permission
• Changing how a Form behaves needs permission to configure Forms

Ask a workspace owner or admin.

Related

• About Forms and Cases
• Review and decide a Case
• What each Case and response state means
• Decide what happens after someone submits