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Immigration Forms - Troubleshooting Errors

Overview: This page is for users and admins who are having issues creating and saving immigration forms in LegalServer. This page is meant as an overview of some of the most commonly-reported issues: what those issues are, what some likely causes may be, and suggestions for how they may be resolved on your site.  If, after walking through the testing and troubleshooting tips below, the problem is still outstanding, users should create a help ticket from their site so we can look into the issue further. 






Missing Case Information

When staff users report that there is case information that does not display on the HTML version of an immigration form, this could be because that information may not have been saved to the case itself. For example, if the client’s marital status is not showing in the expected field on the HTML form, users will want to confirm that the client “marital status” field is populated on the case. If that info is missing, users can add the correct "marital status" value to the case, save that change, and re-generate the HTML form with that missing information.


If the missing information is still not displaying in the re-generated form, please spin up a ticket describing the data that is missing, the value you expect to see, and include a URL to the relevant form.


Missing User Information

It is often the case that when an immigration form calls for a role such as “Preparer” or “Interpreter,” these actor roles are often tied to assigned users on the case such as the case's Primary Advocate, Pro Bono Advocate, or even the Logged In User. When information missing from the HTML form for these folks, it could be because that information may not be saved on that user's record. For example, if the “Bar Number” for the preparer is blank, it's important to confirm that: 1) your site is collecting “bar number” for users, and 2) there is a “bar number” value saved for the user listed as the "preparer" on that form. If that information is not saved on the user's record, it should be added and saved, and users can then re-generate the HTML form to pull in that updated information.


Similarly, if a user’s “Work Organization” is not displaying on an HTML form for someone like the Interpreter, users will want to check that user’s record to see if there is a current Organization Affiliation saved for the user who is set as the "Interpreter" on that case. If there is no current affiliation, users can create that affiliation, save the user record, and then regenerate the immigration form to pull in that affiliated organization.


If the information is still not showing in the re-generated form, please spin up a ticket describing the data that is missing, the value you expect to see, and include a URL to the relevant form.



Collecting Individual Address Fields

An immigration form will often ask for limited pieces of information, such as the "Country of Residence" or "Current City," for a client or family member. In LegalServer, these fields are stored on full address records, so users have two options for adding this information to the HTML forms:


  1. Users can create an address record for the client or family member that is saved on the case. This can be done as part of the immigration form process itself, or through an aux form on the case. Note that users do not need to fill in every address field to create a record; if, for example, "street address" is not known, this information can be left blank, and the remaining address information can still be saved to the case.

  2. Users can choose to not select an address as part of the form process. This will allow the user to manually add this information directly to the HTML form without creating a full address record on the case.


If the information is still not showing up as expected after either of the above two steps, please spin up a ticket describing the data that is missing, the value you expect to see, and include a URL to the relevant form.


Using N/A for Actors and Related Information

Staff users do not need to select a given person on a case for each actor in a form, nor do they need to select values for all “related information” asked for as part of the immigration form process (addresses, aliases, entries, etc.). Users can leave any of these dropdowns as “N/A” so that no information will be pulled into the HTML form. This can be helpful in several situations:


1) Where a given actor is not part of your agency, and may only be involved with a given case for a given day. For instance, if an interpreter is hired from an agency and is not a regular users on your site, it is not necessary to create a user record for that interpreter on your site. Users can leave the Interpreter actor dropdown as “N/A” and then add the interpreter information manually to the HTML form.


2) Where a form asks for the City and County of residence for a client or family member, staff users do not need to create an entire entry for that address, and can instead leave that option as “N/A”. That information can then be added directly to the form, as per the "Individual Address Fields" section above.


3) Where agencies do not create and save family member records on a client’s case, but wish to include family member information on an immigration form. As above, users would leave the various family member roles as “N/A” during the form process, and would then add that family information directly to the HTML form in order to avoid creating a record on the case itself.



The Downloaded Form is Blank

After a user selects, "Add Document and Continue," the finalized HTML form will be saved as a PDF on the client’s case. Users can then click on the blue “Click Here to Download Generated Form” link to view that form. Note: this will often open in a separate browser tab, and the form that appears in that browser tab may be blank. The issue here is that the user is downloading a LegalServer form from the LegalServer site onto their computer, and thus they need to open that form from wherever their computer is set up to store those downloads, like a downloads folder. The generated PDF should then appear with the saved information as expected. If the information is still not showing in the opened PDF form as expected, please spin up a ticket describing the issue and include a URL to the relevant form.


Mapped Fields on Immigration Forms

Immigration forms are pushed out to all LegalServer sites with the Immigration Forms module. As such, immigration forms can only be mapped using LegalServer system fields, and those mappings cannot be customized by individual organizations. So if users are reporting that information is not pulling in to the HTML form for a custom field that only exists on your site, this is expected behavior as part of the immigration forms module.