Cases Stuck in Queue: Troubleshooting

When a case enters a work queue but does not route to an active user, follow this 6-step diagnostic guide.

Step 1: Confirm Case Status Against SLA

1. Go to Care Management > Queue Monitor.
   The Queue Monitor displays all active cases with priority rank and time-in-queue.
2. Verify that the case is not in Pending Outreach or Scheduled Hold.

Step 2: Check Auto-Assignment Rules

1. Go to Admin > Queue Configuration > Assignment Rules.
   Rules display grouped by queue.
2. Confirm active rule criteria match the stuck case category and point to a group with active users.