Note: Data Dumps may not be fully exported every day but should be pick up from the last “save point” and be re-exported on subsequent nights until a successful export is achieved. This processing will ultimately complete and can be used for reportin...
I have an admin who is unable to view cases in Dash that should be either assigned to them directly or their Work Group. How do I confirm that the cases are being routed correctly? Firstly, double-check that the user is assigned in Permissions Manage...
A user is saying that they have been charged for payment but we are unable to see their case reference or number in Dash. How do I find this “missing” payment? A customer may contact the council to ask why they have not received a paid-for service or...
This error message typically means that the CSA in question is missing some needed permissions in the Customer Service Hub. Check the user has been set up correctly in Permission Manager and also within the CSA Profiles in the Customer Service Hub po...
I am getting an “Oh no! A valid user UCRN is required to perform this action - please contact your administrator” error when using Case Viewer. What can I do to stop this? This error is caused because of a UCRN mismatch - this can be double-checked i...
If a user attempts to register using the same email address (that they have already used to create an existing account), they are advised that a Self Account already exists with that email which cannot be used twice. This was part of a March 2021 pro...
Please confirm why you are raising this request: a citizen might cite their “Right to be forgotten” which is a right guaranteed by GDPR which all councils and government agencies must comply with vs. removing a duplicate profile for the same user or ...
Two customer records can be merged via the Index tab within your Customer Service Hub. This is useful when duplicate accounts have been identified as being the same customer, but must be used with caution as unmerging accounts after-the-fact is typic...
