Operations
| Problem | First checks |
|---|---|
| Dashboard flow looks stale or will not load | Read the manual update time and choose Refresh. A failed summary or job queue has its own unavailable message; independently successful sections can remain usable. Access denial clears protected dashboard content. Check branch and filters before interpreting an empty queue. Board previews are bounded: View all opens the complete matching queue. Approval and parts waits are not overdue follow-up or stock-shortage evidence. Ask a Tenant Admin to review missing access/branch assignment instead of broadening permissions. |
| Reports are empty, partial, or will not load | Clear invalid URL filters, confirm the inclusive UTC date range and authorized branch, then choose Refresh once. A missing denominator, partial source, or failed section is not zero and does not invalidate other loaded sections. Service Advisors normally see only basic operational reporting unless separately granted financial reporting. Compare money only within the same displayed currency, use the semantic data table for exact values, and do not share CSV downloads publicly. If access guidance remains, ask a Tenant Admin to review the exact reporting permission rather than widening branch scope. |
| Feedback is empty or will not load | Clear invalid branch/rating/date filters, return to the first page, and choose Refresh once. Dates are inclusive UTC calendar dates, and a continuation value belongs only to its current filters. Confirm basic reporting permission and assigned branch scope. “Showing N of total” means comments are paginated even though the summary counts cover the complete authorized scope. Do not treat private feedback as public reviews, sentiment analysis, or a follow-up queue; do not copy comments or opaque URL values into diagnostics. |
| Booking cannot be changed | Appointment state, the specific confirmation/reschedule/cancellation/no-show permission, and branch scope. Seeing a booking does not grant every transition. Check-in must use its dedicated action so the Repair Order is created atomically; appointment completion follows the Repair Order workflow. A stale-state conflict means another request committed first; refresh before retrying. |
| Booking time appears shifted | Confirm the selected branch IANA timezone and re-open the appointment. Staff schedule fields use branch wall time and convert it to UTC for storage; an invalid timezone is rejected rather than interpreted in the server timezone. |
| Appointment list or calendar looks empty | Confirm the selected period, date and branch timezone, then choose Clear filters. Today can be empty while Upcoming or Past unresolved contains open bookings; History contains completed, cancelled and no-show bookings. Calendar uses its selected day for the agenda and counts matching monthly bookings, not capacity. Read the visible page range and use pagination for later matches. If identity is unavailable, refresh instead of using an identifier from the URL as a customer, vehicle, branch or service label. |
| Check-in is blocked | Refresh the appointment, then check current customer/vehicle ownership, required vehicle verification, branch/service availability, assigned Technician activity, and existing active work. |
| Walk-in cannot be created | In Find vehicle, confirm the customer and current vehicle owner. In Visit & contact, deliberately choose a permitted branch and service, check the schedule and odometer, and record Granted or Declined contact permission plus a channel. Follow duplicate or existing-work choices only when shown; a new customer cannot select an existing vehicle. Failed entries stay on this page: correct them and choose Retry walk-in for the same visit. Start over asks before clearing the draft. Creation prepares an appointment; follow its next check-in step. |
| Repair order cannot be found | Check Active jobs versus History or All jobs, clear a narrow plate/reference search, confirm the branch and queue, and return to the first page if the current page is no longer present. Search covers the complete permitted queue; it does not search only visible rows. Refresh an unavailable result instead of treating it as no work. |
| Repair Order transition conflicts | Refresh the Repair Order and choose an action allowed from its current status. Reuse an idempotency key only for the exact same prior/target status, note, and delivery override reason. |
| Repair-order workspace section will not load | Verify the plate/customer/status object header first. Retry only the affected Overview, Work & estimates, Billing & handoff, Timeline, or Documents section. A safely unavailable section is not an empty estimate, invoice, timeline, technician, or PDF record. If the whole identity header is unavailable, stop changes and refresh; ask an administrator to review role/branch access if permission guidance remains. Do not share URL diagnostics or infer related IDs. |
| Repair-order live updates are paused | The recorded timeline remains usable. Refresh once to reconnect, confirm connectivity, and continue from the server-recorded events. Do not assume an event happened merely because the stream was paused. |
| Technician job is missing or queue looks stale | Read the manual generated time and choose Refresh once. Confirm active Technician membership, current branch assignment, Repair Order assignment, and active workflow state. Delivered, cancelled, and pickup-handoff-only work does not appear in Now/Next/Blocked. Ask a Branch Manager to correct assignment; do not infer another tenant’s job from a URL. |
| Technician inspection will not load or save | Return to My Jobs and reopen the plate-anchored vehicle. Confirm assignment, branch scope, current Repair Order state, and that the inspection was not already submitted and locked. Retry one action after connectivity returns. If Video is unavailable, use photos/documents; do not bypass its readiness gate or share technical diagnostics. |
| Quality Control queue is unavailable or stale | Refresh once, then confirm active Quality Controller membership, assigned branch scope, Quality Control readiness, and current Repair Order state. A stale action means another request committed first; do not repeat it without refreshing. Returned and Ready are read-only. The queue is the complete plate-anchored Quality Controller workspace and does not accept correction notes; ask the authorized Service Advisor or Branch Manager for customer, billing, or document context. |
| Estimate amounts will not save | Enter normal currency amounts with valid decimal precision; quantity must be a whole number. Check that discount does not exceed the line subtotal and the line and estimate totals fit the supported range. Deliberately choose No tax, Calculate from percentage, or Fixed tax amount. Resolve the displayed field errors before saving; do not convert values to minor units yourself. |
| Estimate action says version is historical | Refresh the Repair Order and use the highest Estimate version. Older versions remain readable but cannot be sent, answered, used to start non-fleet work, or selected for a new invoice. |
| Customer approval is read-only or unavailable | From the tenant customer portal Home, confirm the plate and open the current Review estimate action. A submitted, superseded, empty, mismatched, unauthorized, or malformed estimate fails closed or stays read-only. If a PDF is unavailable, review the visible lines instead. Refresh once after a version conflict; sign in again after a session error. Do not copy raw URL identifiers or technical diagnostics into support messages. |
| Work cannot start after customer response | Confirm the highest Estimate version is approved or partially approved and contains at least one approved line. An all-rejected response authorizes no work; create a new revision. Fleet work uses the separate Fleet approval path. |
| Invoice cannot be created or issued | Select the exact current approved Estimate ID and version. If a draft’s source was superseded, keep it for history or void it, then create a new draft. Reuse an idempotency key only for the exact same Estimate tuple and rejected-line overrides. |
| Delivery is blocked after a refresh | Recheck current invoice status and balance. Resolve payment or use the permission-controlled delivery override with a reason; invoice state is checked again at commit. |
| Inventory return is blocked after submission | Refresh the Repair Order. A ready-for-pickup, delivered, cancelled, or non-void invoiced job cannot accept a direct return; the commit-time check leaves stock unchanged. Use the approved adjustment or invoice-credit workflow. |
| Vehicle details are rejected | Maker list selection, model text characters, year range, registration length, and letters/digits/spaces/hyphens only. |
| Registration review decision is blocked | Refresh the request and confirm it is still Pending and inside your current branch scope. Type the displayed confirmation exactly and provide a rejection reason when rejecting. For an existing-customer or vehicle conflict, use account recovery or the authorized reconciliation process; never overwrite sign-in contact from public applicant data. Do not share internal tenant, branch, reviewer, linked-record, backend, or request identifiers. |
| Customer registration stays closed | Confirm the module is enabled, an active default branch is selected, public intake is separately enabled, and a review owner is ready. Refresh before retrying a stale form. Motornauts deliberately closes intake before changing tenant feature state, so a partial or failed save does not expose the public form. Ask support to check entitlement, dependencies, readiness, or bot-protection setup without sharing applicant data or internal request identifiers. |
| Public registration will not submit | Check every required applicant and vehicle field, choose a listed maker, accept the required review terms, and complete verification again. Verification proof is cleared after a failed attempt. If the button says verification is unavailable, use the displayed service-center contact instead of sending applicant details through support. Submit once; a successful request still creates no portal access until staff review it. Do not share Turnstile tokens, applicant data, internal duplicate evidence, request references, backend messages, or diagnostics. |
| Tenant public page is unavailable or has no Register action | Confirm the workshop link and tenant address first. An unavailable page deliberately does not reveal whether a different tenant record exists. A missing Register action can simply mean reviewed public intake is closed or temporarily unavailable; use Customer sign in or a published support contact instead. Branch contacts are a public directory, not live opening-hours or booking-capacity evidence. Do not ask support for raw readiness states, tenant identifiers, or request diagnostics. |
| Tenant, branch, or service setup is rejected | IANA timezone selection, ISO-4217 currency selection, en locale, role permission, and tenant scope. |
| Brand preview or logo tools are unavailable | Refresh Brand and support and confirm Tenant Admin access. If the brand form loads but logo tools do not, treat it as a local asset-tool failure; existing logo state is not being reported as empty. For an adjustment or fallback, verify a six-digit hex seed and review both Stone and Carbon output. Do not copy signed image URLs, opaque asset IDs, request IDs, raw verification reasons, or storage-provider responses into a ticket. Tenant colors never override statuses, focus, destructive controls, or staff actions. |
| People, invitations, or staff access will not load or save | Refresh People and access and confirm Tenant Admin membership plus the exact staff read/invite/role/disable capability. If any of branches, staff, or invitations cannot be verified, the complete workspace fails closed instead of showing partial access choices. For role changes, choose one role, select only authorized branches, and mark a selected branch as primary. Type REVOKE or DISABLE exactly for destructive actions. A stale member or invitation is unavailable rather than cross-tenant evidence; do not share invitation links, identity-provider IDs, opaque URL values, failure classifications, backend messages, or request IDs. |
| Inventory stock does not match | Branch baseline, issues, returns, adjustments, movement history, and low-stock threshold. |
| Inventory list looks empty after filtering | Clear the current server-owned search, status, supplier, low-stock, movement-type, or date filter. A filtered-empty result is different from an empty catalog or ledger. Use Back or Forward to revisit prior filter state; do not infer missing rows from a downloaded list. |
| Inventory movement page will not advance | Keep the selected branch, stock item, movement type, and date range unchanged, then use the displayed Next page link once. An opaque cursor belongs to that exact filter scope; clear filters or reopen the stock item instead of editing the cursor. |
| Inventory issue or return selection vanished | Search for the visible Repair Order again and confirm it remains in your authorized branch scope. Motornauts rebinds the selected URL value to an authorized search result before showing controls; a stale, malformed, or no-longer-authorized selection fails closed. |
| Inventory readiness is unavailable | Confirm active Inventory Manager membership, authorized branch scope, Inventory module entitlement, and branch stock baseline. Inventory Managers may read only the sanitized Inventory readiness state; a Tenant Admin owns enablement or incomplete setup. Do not grant tenant settings, provider evidence, Dashboard, or general Reports access as a workaround. Share only the sanitized request ID when escalating an unexpected denial. |
| Fleet user sees too much or too little | Fleet account access, vehicle assignment, driver assignment, approval hierarchy, and fleet scope. |
| Fleet approval says unconfigured | Check that the active rule for the highest required level names a Fleet Admin with current active access to the same fleet account. A suspended or removed approver leaves the rule as history but blocks new requests, decisions, credit use, and work progression until access or the rule is corrected. |
| Custom domain does not route | Open Custom domains as a Tenant Admin and compare the displayed TXT host/value with the DNS record exactly. Wait for DNS propagation, then use Check DNS now; a pending or failed record cannot activate. For a verified record, type the canonical hostname and ACTIVATE exactly. Unknown, inactive, or unverified hosts fail safely and the tenant-slug route remains available. A stale record/action is unavailable rather than cross-tenant evidence. Do not share opaque IDs, raw DNS/provider responses, backend messages, request IDs, credentials, or readiness evidence. |
| Email template will not preview, save, or publish | Reopen Email templates and delivery and choose the message from the verified catalog instead of editing the URL. Use only the displayed variables and system-link choices; raw HTML, CSS, direct URLs, credentials, private links, tokens, and scripts are rejected. A required template cannot be disabled, and “delivery producer unavailable” is separate from template validity. Refresh before retrying a stale save. Do not share record identifiers, provider diagnostics, backend messages, request IDs, credentials, or one-time values. |
| Inspection video settings will not save or become available | Refresh once and check the maximum size and at least one allowed file type. Save the upload preference without approval notes. Videos remain unavailable because safety processing is not implemented; use photos or documents. A stale-settings message means another update won, so review the fresh settings before retrying. Do not share private media, credentials or backend diagnostics. |
| Notification did not send | Channel readiness, customer contact data, template approval, fallback rules, and attempt history. |
| Customer notification inbox looks empty or stale | Clear group/read filters, return to the newest page, and choose Refresh. Confirm the tenant customer OTP session is current. The inbox contains supported customer-safe in-app events only; it does not backfill provider attempts or treat SMS/email failure as a Blocker. If the safe unavailable state remains, contact the service center without sharing URL identifiers or diagnostics. |
| Privacy request is empty, unavailable, or needs follow-up | Sign in as a Tenant Admin with compliance-request read permission, clear invalid or repeated URL filters, return to page 1, and refresh once. Summary counts cover the complete server-filtered scope; “showing N of total” means older evidence is not represented. Check classification, owner, data role, review status, and safe coordination notes. Branch Manager and Service Advisor roles do not receive this workspace. Do not infer a case from an opaque URL value or share backend messages, request IDs, provider details, or private links. |
| Public privacy request will not submit | Check the required request type, email, summary, and bot verification. A tenant-routed form remains public and does not prove tenant membership or a customer record. If verification is unavailable or Request not sent remains, use the published email link and include only a concise description. Do not send passwords, OTPs, card data, private links, full documents, Turnstile proof, backend messages, provider evidence, or request identifiers. A successful public submission intentionally shows no request ID and makes no promise about identity verification, outcome, or deadline. |
| Staff shell or navigation is unavailable | Verify the user’s active tenant membership, current role, tenant status, and authorized branch scope. Confirm the expected Ignition role workspace directly: Payment Requests for Cashier, Quality Control for Quality Controller, and Inventory for Inventory Manager. Do not grant general reporting access as a workaround. Retry sign-in without sharing URL identifiers or internal diagnostics. Each destination remains governed by its own protected API permission checks. |
| Access export cannot become ready | Confirm the exact durable subject binding and that the export categories exactly match the approved access fulfillment. Only implemented request/events categories can finalize; broader subject-domain categories remain review-needed. |
| Retention action will not execute | Target ownership, terminal state, clear safety check, active legal-hold badge, tenant approval, legal basis, backup/provider evidence, and MANUAL_EXECUTION_REQUIRED or UNSUPPORTED_AUTOMATED_MUTATION blockers. Supported private-object deletion remains Executing while the worker deletes and verifies primary storage; check the storage.cleanup failed-job evidence. An active hold blocks mutation, and finalization failure cannot create completed evidence. |
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