Troubleshooting: Applying Letters/Reports to Action Items

This article will explain what to do with Letters and Reports that appear to not be connected to an Action Item and are not producing as anticipated in the print queue.

Is your letter template that was connected to an action item not appearing or is it showing up blank? Be sure to check out these tips before escalating to Vantaca Support. 

Contents

• Is the letter blank?
• Is the wrong letter generating?
• Which letter is on my action step?
• Which report is on my action step?
• Why are my documents generating in a different order than expected?

Is the letter blank?

Navigate to Settings > Letter Templates and ensure you have the proper letter uploaded into Vantaca. You can do this by clicking the Download button next to the letter in question. Sometimes, when you download the file it is not a ".docx." or Word file. In this case, there was an issue during the initial upload process, and the file is corrupt. 

You will want to re-upload the correct version of the letter using the Word Template Manager. 

Is the wrong letter generating?

One common cause of seeing the "wrong" letter is the use of Association Override Letter Templates. A quick way to test this is to test the Action Item in another Association. If the same Action Step produces a different letter in different Associations, you have an Association Override. You can find Association Overrides in Settings > Letter Templates.

An Association Override letter will have the Association Name in the Association column. This will generate that specific letter in that Association and the Default letter in all other Associations. 

Which letter is on my action step?

If you are having trouble finding which letter is being attached to that action item. Navigate to Settings > Action Type/Steps. Find the Action Type (ex: Violations or Financial Delivery) and click the caret next to it to show the action steps.

Find the appropriate step for your letter, click Rules, and then Letter Template. The number in the Order No column will be the order that the letter will be attached to that step of the action item. 

Note: If you would like more than one attached or printed, then you would add the next numerical number and that is the order it would print in the print queue. 

Which report is on my action step?

Reports need to be added separately from Letters. Remember to select the Order in which to pull the report.

Why are my documents generating in a different order than expected?

If multiple documents have the same order number, Vantaca uses a consistent generation hierarchy. When order numbers match:

• Documents sort alphabetically within the same category.
• Letters generate before reports, and reports generate before documents.

To ensure documents generate in your preferred order, assign unique order numbers to each letter, report, and document attachment on your action step.