Case not created or transitioned

If you have issues where a case has not been created or not been transitioned, then the first place to look would be the received forms log. This log will tell you what has failed and why it has failed.

If the received forms log does not show anything relevant to the failure, then follow the below troubleshooting tips.

Tip 1: Check to see if you have added the CXM template to a rule in XFP.

Tip 2: If it is a transiton that you are trying to apply, then make sure that the user filling in the form has the permissions to apply that transition. To check that, you have to visit your workflow and change the roles on the transition.

Tip 3: Check to see if all of the answers passed from XFP into CXM has the correct values in it.

• Example a: If you have an address question in XFP, then the UPRN needs to be passed into the CXM address question and not the label while creating the 'Create Case' template in XFP.

  

• Example b: If you have choice values being passed into CXM from XFP, then you need to make sure that the values in XFP and CXM match.

  

  Tip 4: Check to see if user filling in the XFP form has access to the field in CXM.

  If the user does not have permissions to access/view the field, then XFP will not be able to populate this field, hence case creation would fail (only if the field is a required field in CXM).