Advanced Task Management: Troubleshooting and FAQs

Understanding the current limitations of Advanced Task Management is crucial for troubleshooting and managing expectations during implementation. Enhancements are continuously being developed. To request a specific feature or functionality, create a post here.

Queues Are Not Generating Tasks

If a queue is not generating tasks, review the following troubleshooting steps:

1. Verify the Queue Type

Ensure the queue is configured as a regular queue. Escalation queues cannot generate tasks.

2. Check User Labels

Confirm that the labels configured in the queue are assigned to users who will resolve the tasks. For details, see Adding Labels to Users.

3. Check Queue Triggers

When the Queue is Triggered by Criteria:

• Ensure the queue’s Entry and Exit Criteria are correctly defined based on project type.
• Verify the selected Data Source(s) contain the variables being assessed.
• Confirm the logic for criteria combinations is accurate. For example, avoid mutually exclusive conditions like “Initial Date > 2023” AND “Initial Date < 2022.”
• Understand logic evaluation:
  • Conditions within a single criterion are evaluated with AND logic (all must be true).
  • Separate criteria are evaluated with OR logic (any one being true triggers action).
• Verify the project type in the criteria matches the project in Filevine.
• Ensure the project meets the queue’s entry criteria.

For details, see Queues Triggered by Criteria.

When the Queue is Triggered by a Task:

Confirm the preceding task is properly configured and the execution timing is set. For details, see Queues Triggered by Tasks.

When the Queue is Triggered by Process Studio:

• Verify that the queue is configured with the Process Studio option selected in the Queue Trigger section.
• Ensure that a project in Process Studio contains an ATM node configured to create or close the queue task, and confirm that the process is published and working.
• Validate that the Process Studio project was triggered and reached the ATM node step. At this point, the corresponding queue task is created or closed.

When the Queue is Manually Triggered:

• Verify that the Filevine’s project in which you want to trigger the queue was manually triggered.
• Validate that the manual task is displayed to the task resolver users in the the Neodeluxe Sidebar Manual Task tab with the queue inventory. Users can manually claim these tasks and resolve them. This tab displays the user’s manual tasks from the queue inventory. Users can manually claim these tasks and resolve them.

4. Check Queue Status

Ensure the queue is set to Is Active and Live. For more information, see Publishing a Queue (Go Live) and Reactivating a Queue. 

5. Confirm Data Source Schema

If the data schema has changed (e.g., fields were deleted or updated in Filevine), the queue flow may fail.

Why Are Users Not Receiving Tasks?

1. Ensure that the labels configured in the queue were assigned to the users who will be resolving the task.
2. Verify the trigger type to determine whether the queue’s task will be generated: after another task is completed (Queue Trigger: Tasks), when a specific criterion is met (Queue Trigger: Criteria), when it is manually triggered (Queue Trigger: Manual), or when the associated ATM node in a Process Studio process is executed (Queue Trigger: Process Studio).
3. Verify the task’s assignment type. A manual task can be selected by the user from the task queue inventory, while automatic assignment is handled by the system, which means that any user matching the queue’s labels may be randomly assigned the task.
4. Verify that the cloud icon at the top of the Neodeluxe Sidebar Extension is properly connected to the servers.

I Can’t Find the Advanced Task Management Section in Neodeluxe

Neodeluxe Advanced Task Management is a separate product from Neodeluxe. Please verify your organization’s purchased products.

Why is a Project Type Missing When Configuring Queues Triggered by Criteria?

Ensure the Filevine-Neodeluxe integration is fully completed. For guidance, see Filevine Integration Setup.

Why Can’t I Find a Field in the Dropdown List When Creating a Queue?

Data sync from Filevine project templates occurs once daily. Changes made in Filevine will be reflected in Neodeluxe the next day.

Why Can’t I See Dropdown Field Values When Setting Queue Criteria?

This issue occurs when the field's input type is configured as Text. To enable dropdown values:

1. Go to Admin > Neodeluxe Portal > Flows Data Source.

2. Locate the relevant field and click Edit.

3. Change the Input Type to Dropdown and click Save.

4. Refresh the page to display corresponding dropdown options in the Value field instead an open field when establishing the Criteria, when the involved field is selected as Variable*.

What Filevine variables (field codes) can I use in the Task Summary and Task Instruction fields?

Filevine Variables, also known as field codes, are identifiers used to reference specific fields or objects within a Filevine project. They are written using double curly braces, like {{sectionorobject.fieldselector}}

Use the following Variable (Field Code) syntax to pull data from a Filevine Project into the task summary or instructions:

• Project Information 

To reference general project information, use: 

{{project.projectSelector}}

For Example:

{{project.projectName}} pulls the Filevine Project’s name.

• Client Information 

To reference data from the associated client, use:

{{client.fieldSelector}}

For Example:

{{client.lastName}} pulls the client's last name in the Filevine Project.

• Static (Form) Section Information 
  To reference a field from a static section (form), use:

{{staticSection.fieldSelector}}

For Example:

{{caseSummary.locationConsultation}} pulls the value from the “Location Consultation” field in the “Case Summary” static section.

• Subfields Information 

To reference a subfield from a structured object (that contains subfields)—such as from a Contact field— in a Filevine project, reference the subfield as follows:

{{collectionSection.fieldSelector.subfieldSelector}}

For Example:

{{employmentHistory.contactEmployer.lastName}} will pull the value in the “Last Name” subfield from the “Employer” contact field in the “Employment History” collection section.

• Collection Field (From a Collection Scope Task) 

When the task is configured in Collection Scope, directly reference the field as: 

{{collectionSection.fieldSelector}}

For Example:

{{educationalhistory.educationLevel}} pulls the “Education Level” field from the “Educational History” Collection section.

For more information on Filevine default selectors and how to get field codes, please visit: Default Selectors and How to Get Selectors and Field Codes.

Have Questions or Issues?

If you have any questions or you are experiencing issues with accessing or using Advanced Task Management, please contact our Product Support Team:

• Email: help@neostella.com
• Submit a Request: Click here to submit a ticket

Our Product Support Team is available Monday through Friday, from 8:00 AM - 5:00 PM CST.