Hi Mary,
Apologies for the inconvenience.
The message appears when something has been changed on the request queue path. For example the topic (the last of the dropdowns on the request selection process that dictates the form the users will see) or the topic group (dropdowns before the topic selection) has been removed or moved to another topic group.
Are you saying that no changes of those sort were done on the request queue structure but the draft wasn't retrieved anyway? Does the user have any other drafts for the same request path we can work with? You should also be able to compare the existing path structure with some of the ones submitted earlier to understand if there have been any modifications. You can see the path on the submitted ones from Submitted request lists -> column called Path.