Why didn't that happen?

Something was supposed to happen automatically and didn't. Work through these in order — the first three cover most cases.

Check the status role, not the status name

This is the single most common cause, and it's invisible if you don't know to look.

Your status names are yours. Underneath, each carries a role — Open, Active, Waiting · client, In review, Ready, Complete — and the role is what LedgerOS acts on.

So a status called Chasing signatures does nothing client-related unless its role is Waiting · client. A status called Done doesn't close work unless its role is Complete.

Symptoms this explains:

• The Remind client action doesn't appear on a task
• An automation built on a status role never fires
• Completed work stays in the active list
• Cross-pipeline filters miss work you know exists

Fix: Settings → Tasks & Pipeline → Statuses & pipelines, and set the role.

The Remind client action specifically

It appears only when both are true:

1. The task's status role is Waiting · client
2. The task is visible in the portal

Both, not either. A task waiting on a client who can't see it isn't something they can act on, so no reminder is offered.

The automation

Work down this list:

Is the rule paused? Paused rules keep their configuration and do nothing. Check the rules list.

Do the conditions actually match? A rule gated on a client tag only fires for clients carrying that tag. A rule scoped to a pipeline only fires in that pipeline. Conditions narrow — every one you add is another way for the rule to not fire.

Is it the right event? Task enters a status and Task completed are different events. So are A requested document is received and All requested documents received. The wrong one fires at the wrong moment, or never.

Check the run history. It shows what fired and when. Silence in the run history means the rule never triggered, which is a different problem from a rule that triggered and did nothing.

The task won't advance

Check whether its pipeline requires all subtasks. If it does, the task can't move until every subtask is complete.

Also check linear unlock — subtasks may be unlocking in order, so a later one isn't available yet.

The recurring schedule produced nothing

Is it paused? Pausing stops future instances.

Check the overlap setting. If it's set to Skip, nothing spawns while the prior instance is still open. That's working as configured, and it's the setting most likely to look like a fault, because nothing appears wrong while nothing is happening.

Check Spawned history on the schedule. It shows every instance it has produced, which tells you whether the schedule is running and producing nothing, or not running at all.

Emails and reminders didn't go out

Is your firm's email sending configured? Reminders and automated client emails depend on it.

Automated client emails stage for review. A rule that emails a client puts the message in a review queue for a human rather than sending directly. If you're waiting for something to send, check the queue — it may be sitting there waiting for approval.

Payment reminders stop when an invoice is paid, and only go to the invoice's billing contacts.

Nothing happened at all

If the run history is empty, the rule is active, and the conditions look right, check that the event you chose actually occurs in your process. A rule on Job completes never fires in a firm that doesn't complete that kind of work, and a rule on a status role never fires if no status carries that role.