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Part request is not showing in the queue

You (or someone on your team) requested a part for a job on a Work Order, but the person who fulfills part requests can't find it in the Part Requests queue.

Diagnostic steps

Work through these in order.

1. Can the parts person reach the Part Requests queue at all?

Confirmation: The Part Requests queue is a permission-gated screen. If the parts person's account doesn't hold the View Part Requests permission, they can't open the queue screen at all — not a smaller or filtered view of it, no access to it.

Resolution: Confirm the parts person can navigate to the Part Requests queue and see other requests in it (not just this one). If they can't get to the queue at all, contact your administrator to grant the View Part Requests permission. If they can see the queue with other requests in it, move to the next step.

2. Is the queue's Facility filter hiding it?

Confirmation: The queue's Facility column filters to a specific set of facilities, and by default it's narrowed to the parts person's own working facility. Every part request is filed under the facility of the Work Order the job belongs to — not the requesting technician's own facility. If the technician requested the part from a job whose Work Order belongs to a different facility than the parts person's working facility, the request exists but sits outside that default filter.

Resolution: Check the Work Order the request was made from and note its facility. Then, in the queue, clear or broaden the Facility column filter to include that facility. If the request appears once the filter is broadened, this was the cause.

3. Is that facility one the parts person's account can even access?

Confirmation: The Facility filter's own dropdown only lists facilities the viewing user's account is assigned to. If the job's facility never shows up as an option in that dropdown at all (not just unselected), the parts person's account doesn't have access to that facility.

Resolution: Contact your administrator to add that facility to the parts person's account, or have someone whose account already has access to that facility work the request instead.

4. Is a saved grid view (preset) narrowing what's shown?

Confirmation: The queue supports saved grid presets. A preset can keep whatever facility or status filter was saved into it previously, rather than resetting to the defaults above.

Resolution: Check whether a saved preset is currently active on the queue. If so, switch to the default view (no preset) or open the preset and review its filters, then look for the request again.

5. Did the request actually get created?

Confirmation: Submitting a part request shows a "Part Requested" confirmation. A failed submission shows an error message instead, and nothing is created — a failure here is not silent.

Resolution: Ask the requesting technician which message they saw when they submitted the request. If they saw an error rather than the confirmation, the request was never created — have them submit it again from the job (see Request parts for a job).

6. Has the queue been refreshed since the request was created?

Confirmation: The queue loads its list when the screen opens or when you explicitly refresh it — it does not automatically pull in new requests while the tab is sitting open.

Resolution: Reload or refresh the Part Requests queue and check again.

7. Does the request actually show up, but every action on it is grayed out?

Confirmation: This is a different condition than "not showing," and it's not a visibility problem — the row is there, but every queue action (Create PO, Post to work order, Deliver) is disabled on it.

Resolution: Do not try to work around this — the reason a request is in this state isn't established, so don't assume it can be forced through. Submit a support request with the Work Order number, job (line) number, and the part request's status.

8. None of the above matches what you're seeing

Submit a support request with the Work Order number, the job (line) number, the part requested, the facility the Work Order belongs to, and a screenshot of the queue with its current filters visible.