---
title: "Understanding Timebox Schedule Visibility in BigPicture Overview"
canonical: "https://support.appfire.com/space/SUPPORT/3494052128/Understanding%20Timebox%20Schedule%20Visibility%20in%20BigPicture%20Overview"
format: markdown
---
This guide helps support engineers handle cases where a customer reports that a **timebox schedule is not shown in the Overview** in BigPicture. In many cases, this is not a defect but expected product behavior related to how scheduled timeboxes are generated.

> ℹ️ If the customer is referring to timeboxes created from a **Timebox schedule**, the most likely explanation is a **known product limitation**: scheduled timeboxes are generated automatically and do not exist as independent sub-Boxes that can be opened in modules such as Overview.

# Issue summary

**Typical customer symptom:** A customer expects to see or open timeboxes in the Overview, but the scheduled timeboxes are not displayed there in the same way as manually created timeboxes.

**Common root cause:** The Box uses a **Timebox schedule** rather than **manually created timeboxes**.

# What support should know

There are two different timebox behaviors in BigPicture, and the distinction matters when troubleshooting:

- **Manually created timeboxes**: each timebox behaves like an independent sub-Box and can be opened and viewed directly.
- **Timebox schedules**: timeboxes are generated automatically based on the schedule definition. They are not created as separate sub-Boxes, so they cannot be opened in modules as standalone items.

> 📝 This means the absence of scheduled timeboxes from Overview as directly openable entities is generally **expected behavior**, not a display bug.

# How to triage the request

1. **Confirm what the customer means by “not shown.”**  
Check whether they expect the timeboxes to appear as separate, clickable items in the Overview or another module.
2. **Verify how the timeboxes were created.**  
Ask whether the Box uses a manually created timebox structure or a configured Timebox schedule.
3. **Review provided evidence.**  
If the customer shared a screenshot, use it to confirm whether the Box is schedule-based and whether the expectation is about sub-Box visibility.
4. **Check documentation alignment.**  
Compare the behavior against the documented limitation in the Timeboxes article.
5. **Respond with clarification.**  
Explain the distinction between manual timeboxes and scheduled timeboxes, and set expectations clearly.

# Support decision guide

| Scenario | Interpretation | Recommended support action |
| --- | --- | --- |
| Customer uses manually created timeboxes and cannot open or see them as expected | This may require deeper investigation | Collect reproduction steps, screenshots, Box configuration details, and app version; continue troubleshooting |
| Customer uses a Timebox schedule and expects timeboxes to appear as separate sub-Boxes in Overview | Expected behavior / known limitation | Explain the limitation and share documentation |
| Customer description is vague and does not specify setup type | Insufficient context to classify immediately | Ask whether timeboxes are manual or schedule-based and request a screenshot of Box configuration |

# Recommended response for support engineers

Use or adapt the following message:

> [Timebox schedules documentation](https://support.appfire.com/space/DLP/2196079247/Timebox+schedules#Things-to-consider)

> ℹ️ Keep the explanation short and confident. In these cases, customers usually need a **behavior clarification**, not a long technical investigation.

# When to investigate further

Do not stop at the limitation explanation if any of the following are true:

- The customer is using **manual timeboxes**, not a schedule.
- The customer reports a recent change from previously working behavior.
- The issue affects visibility beyond the expected schedule limitation.
- The customer’s screenshot or steps suggest a UI inconsistency unrelated to sub-Box behavior.

> ⚠️ Avoid assuming every “timebox not shown” report is the same issue. First confirm whether the setup is schedule-based.

# Information to collect if the case is unclear

- BigPicture app version
- Whether the environment is Data Center or Cloud
- Screenshot of the Box configuration and timebox settings
- Exact module where the customer expects to see the timebox
- Whether timeboxes were created manually or via schedule
- Clear reproduction steps

# Related reference

- [https://support.appfire.com/space/DLP/2196079247/Timebox+schedules#Things-to-consider](https://support.appfire.com/space/DLP/2196079247/Timebox+schedules#Things-to-consider)