Why isn't a citizen's portal submission appearing in SDL Desktop?

Most Common Cause: PortalSync Hasn't Run

Contact SDL if you notice that Portal Sync has not ran for an extended period of time.

Payment Required But Not Completed

If the submission type requires payment before syncing, unpaid requests won't sync. Confirm whether the citizen completed payment through MuniciPAY.

Inspection Requests Specifically

Same rule applies — they require PortalSync to complete, and payment (if required) must happen first.

New Account Timing

If the citizen just registered, their account is created when PortalSync runs after registration — a submission made immediately after registering may not appear until that sync completes.

Staff-Entered Submissions Don't Associate

If staff entered the submission internally on the citizen's behalf, it won't appear linked to the citizen's own portal account — that link only exists when the applicant submits through the portal themselves.

If Sync Looks Fine but the Submission Is Still Missing

Escalate to SDL support with the submission details, approximate submission time, and the last successful sync timestamp from the Sync Dashboard.