Problem
You open the Tasks page and one or more tasks you expect to see are not listed. Common symptoms include:
A newly assigned case does not appear under New Cases.
A client message does not show up under Messages.
A case survey request is missing from Case Updates.
The task count looks lower than expected.
Likely causes
1. You are looking in the wrong tab
The Tasks page organises tasks into tabs by type:
Tab | Task types shown |
New Cases | Review New Case (verify a newly created case) and Provide Quote (submit a quote for a lead case) |
Messages | New Message (reply to a client chat message) |
Case Updates | Update Case Status (respond to a monthly case survey) |
If a task does not appear in the tab you are viewing, check the other tabs. For example, a new chat message from a client appears under Messages, not under New Cases.
2. The task is already solved
Solved tasks are separated from open tasks in the task list. If you or a colleague already completed the task, it moves to the solved view. Check whether the solved/completed filter is active.
Some tasks are resolved automatically by the system:
Review New Case tasks close automatically once you accept or decline the case.
New Message tasks may be auto-resolved overnight if the system determines no reply is needed (for example, if the last message was a simple acknowledgement from the client).
3. Filters are narrowing the results
The Tasks page supports filters including task type, due date, and assigned user. If a filter is active, tasks that do not match the criteria are hidden. To see all open tasks:
Clear any active filters (type, due date, assigned user).
Make sure the view is not restricted to "My Tasks" if the task is assigned to a colleague or unassigned.
The assigned user on a task controls who sees it in a "My Tasks" filter, but all users in your organisation can view all tasks when filters are cleared.
4. The task has not been created yet
Tasks are created by specific triggers in the system. If the triggering event has not completed, the task will not appear:
Review New Case - created when a client submits a case and it passes initial validation. If the case is still in internal review, no task appears for you yet.
New Message - created when the other party posts a message in the case chat. If no message has been sent, there is no task.
Update Case Status - created monthly for active cases. If a survey has not been triggered yet this month, the task does not exist.
Provide Quote - created when a declined case moves to the leads workflow and the client requests quotes.
5. Email notifications are turned off
If you are not receiving email alerts about new or overdue tasks, you may be missing tasks that require your attention. Debitura sends two types of task-related emails to partners:
Daily new task summary (sent at 16:00 UTC) - lists the count of tasks created in the last 24 hours.
Overdue task reminder (sent at 16:10 UTC) - reminds you about unsolved tasks that have passed their deadline. This email has a 7-day cooldown per organisation, so it does not arrive every day.
Both email types are controlled by the Todo digest notifications toggle in your Notification Settings. If this toggle is off, you will not receive these emails. See How to update account settings for instructions on changing notification preferences.
📋 Non-Exclusive Partners
Non-Exclusive (Legal Network) partners receive tasks only for cases where they have been specifically invited to provide a quote or where they are the assigned collection partner. You will not see tasks for cases handled by other partners in the same jurisdiction.
Fix
Check all tabs. Open the Tasks page and click through New Cases, Messages, and Case Updates to confirm the task is not in a different tab.
Clear all filters. Remove any active filters for task type, due date, or assigned user. Switch from "My Tasks" to the full organisation view if available.
Check for solved tasks. Look in the solved/completed tasks view. If the task was auto-resolved overnight and you believe it still needs attention, you can open the related case directly from Cases Received and take action there.
Verify the trigger event. Confirm that the action which should create the task has actually occurred. For example, check with the client or review the case timeline to confirm a message was sent or a case was submitted.
Enable task email notifications. Go to Notification Settings and make sure the Todo digest notifications toggle is enabled. This ensures you receive daily summaries and overdue reminders.
Ask colleagues. All active users in your organisation receive the same task emails and can see all tasks (regardless of assignment). A colleague may have already completed the task.
Escalation
If you have checked all tabs, cleared filters, confirmed the trigger event occurred, and the task is still missing, contact Debitura support and include:
Your organisation name and the case reference number (if applicable).
The type of task you expected to see (e.g., Review New Case, New Message).
The approximate date and time when the task should have appeared.
A screenshot of your current Tasks page showing the active filters.