ShortTrack Support

Problem - Recipient says there is no DocuSign, or DocuSign isn't launching.   (most likely after completing a questionnaire)

Solution -  

1. Verify the recipient's email in STX (that it exists as an ST user).  
2. Check PaperTrail  (put the email in the events, search)
   1. CTL+F "questionnaire" - to verify that it was a questionnaire 
   2. CTL+F "initiating_user " to find the title agent id and email.   That will give their ID to put into STX.
   3. Find the address.  CTL+F  "Transaction", then read to the right for the ":street", etc.
   4. You can also CTL+F for "title_order_number" for the order number (and then search that in STX)
3. STX  - Put the title agent's email in, and enter.
   1. Search for the address, if found in papertrail.   If not found, look at the most recent transaction for the title agent
   2. Look at partner forms and verify the recipient's email in the partner form data.  
   3. Verify the partner form is complete
   4. Go to DocuSign Envelopes and verify if the envelope is complete.  (It won't be)
   5. Check the data on the envelope to verify the email of the recipient.
   6. Assuming the envelope isn't completed, go to the Docs section, click on the questionnaire, and verify in the data that there is a rq-doc-id, rw-doc-id, or sp-doc-id.  (that the title agent has the completed questionnaire)
4.  Instruct the title agent that the questionnaire is complete and in their tps, but the recipient was unable to DocuSign it.  The recipient's completed questionnaire will be in their TPS.   Instruct the title agent to send the completed questionnaire via DocuSign (template, not prepare and send).
   
   Sample text (for RamQuest CCE):