Upcoming is based on recorded deadlines. An open task without a usable due date can appear in All open work but be absent from Upcoming.
Choose All open work and the Service tasks area to locate the task. Open its details and check whether a due date is actually recorded. A date mentioned informally in the description is useful context, but it is not necessarily the deadline used by the queue.
If the task needs a deadline, ask the team to confirm and record it. Include the task title and the date you were given. Do not infer that an undated task is optional or that its absence from Upcoming means it has been completed.
Upcoming also excludes completed and past-due work. If you expected a dated task there, inspect those states before reporting it missing. The work view answers which open items have an upcoming recorded deadline; it is not a full list of every request that still needs attention in the company.
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