Troubleshooting: preserve the original commitment
When a task seems missing, first establish its original owner, linked record and expected state. Do not immediately create another copy. Capsule’s documentation describes behavior tied to tasks, opportunities and projects, so context matters. A changed filter, completed state or closed linked record can affect what a colleague sees. The goal is to recover the actual commitment and its history, not merely make a similar-looking task appear in the current view.
Check the working view
Inspect the selected owner, date range, category and completion filters through supported controls. Confirm that the colleague has appropriate access to the relevant context. Avoid using an administrator’s broader view as proof that every user should see the same information. If the task is found, establish whether the expected owner and timing are still correct. A visibility problem and an assignment problem require different repairs, even when both initially look like a missing task.
Inspect the linked record’s status
Review whether the associated opportunity or project was closed, reopened or changed. Verify current merchant behavior before assuming task state moves in a particular way. If another person completed the action, record the actual result rather than reopening it reflexively. If the outcome is uncertain, reconcile the relationship history before contacting the customer again. Keep original identifiers where available so the investigation does not become confused by replacement records with similar names.
Repair the cause, then the view
Once the task’s actual state is understood, make the smallest authorized correction and verify that the responsible colleague can recover it. Update the team’s process if record closure regularly hides unfinished commitments. Do not solve the issue by leaving every opportunity or project open forever. Continue to overdue triage for a valid but neglected action, or project-versus-opportunity boundaries if the task was attached to the wrong kind of work.
Sources used for this page
These records support the facts and comparisons above. Merchant-controlled records are labelled so you can separate product claims from independent evidence.
- Capsule task management — Merchant documentation · capsulecrm.com · Merchant-controlled · checked 2026-09-20
- Capsule projects — Merchant documentation · capsulecrm.com · Merchant-controlled · checked 2026-09-20
- Capsule opportunity stages — Merchant documentation · capsulecrm.com · Merchant-controlled · checked 2026-09-20