This article covers outlier scenarios that require navigating to the Required Document in Salesforce to make manual changes.
Note: In 2022, the language was updated to Accepted/Rejected (from Approved/Declined) in the application interface only. Salesforce still uses Approved/Declined, so both terms appear in this article.
All Required Documents can be found on the Related tab of your Service File.
Common Troubleshooting Scenarios
Staff needs to Reject an Accepted document:
- Navigate to Service File > Related > Required Documents
- Navigate to the Required Document Files
- Open the file and change the Required Document File: Status to Declined
- If all other files are Approved, change the Required Document: Status to Action Required
- Add Applicant Directions explaining the issue
- Revisit the application to verify your changes
Staff needs to Approve a Rejected document:
- Navigate to Service File > Related > Required Documents
- Navigate to the Required Document Files
- Open the file and change the status to Approved
- If all other files are also Approved, change the Required Document Status to Approved
- Revisit the application to verify your changes
Applicants need to upload more than 15 files:
Review current uploads to see if any unnecessary files can be deleted. You can also download and merge files into a single PDF.
Staff cannot open a file:
Confirm the file exists in your cloud storage.
Staff encounters a password request or encryption error:
Reject the file. Ask the applicant to remove password protection and resubmit, or open and print to PDF to create a new version.
Failed Upload Error:
The applicant is immediately notified and requested to try again. They will not be able to submit an application with a Failed Upload Error.