> For the complete documentation index, see [llms.txt](https://docs.mdintegrations.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.mdintegrations.com/help-center/plans-billing/case-and-workflow-issues.md).

# Case & Workflow Issues

Use these answers to investigate common case and workflow behavior.

<details>

<summary>An Encounter is stuck in <code>Assigned</code></summary>

Unaddressed Encounters are automatically reassigned after a set window.

Longer delays may reflect clinician availability outside regular hours. If the Encounter remains assigned unusually long, raise a ticket and include the Encounter ID.

</details>

<details>

<summary>A prescription unexpectedly returned to <code>approved</code></summary>

The prescription failed during fulfillment and includes a reason tag. The clinician must review it again.

This is the intended recovery path.

</details>

<details>

<summary>I did not receive a webhook for a status change</summary>

First, confirm that you are checking the correct environment. Sandbox and Live use separate webhook configurations.

Then check **Webhook Logs** for a missed delivery.

</details>

<details>

<summary>A case moved to <code>Completed</code> without a prescription</summary>

This is expected when the case's Offering does not require a prescription.

</details>

<details>

<summary>I am unsure which clinician decision was made</summary>

Review the case status history. It is the source of truth for clinician decisions.

Cases do not have a separate decision field.

</details>


---

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