Troubleshooting

Checking Integration Configuration

In order to troubleshoot, the first step is to check if the integration is connected properly. Partners have different requirements to integrate. Most partners require both API Key and Account ID to be used to connect the integration. Some partners do not require an API Key. Please check to ensure that the correct account credentials are entered to connect the integration.

If account credentials are not entered correctly, the Partner Stage Options will not display packages properly.

Checking Partner Stage Options

After the integration is set up properly, the next thing to check is to look at the Workflow Editor to ensure the Partner Stage is configured properly to control movement of the applicant in the Fountain workflow.

Warning

Partner Stage Rules will not work correctly if the following are not setup properly:

• Configure your URL (set in settings_url) and authentication for the Settings Webhook
• Respond to Settings Webhook with account_options to populate Partner Stage Options dropdown
• Select desired Partner Stage Option from the Stage Option Type dropdown menu
• Create a Partner Stage Rule in the Fountain workflow
• POST Partner Status/Details back to Fountain to match the Partner Stage Rule
• POST for partner Status/Details must include the same Account Option ID as the Stage Option selected in the Partner Stage

Checking Partner Stage Rules Configuration

If the correct Partner Stage Option is selected, check to ensure the Partner Rules in the Partner Stage are configured properly. Partners can have different implementations and the Partner Rules should cover the values a specific partner is expected to send.

Redirect Issues

If you are using a redirect away from Fountain to your partner portal, you must do the following:

1. Update Partner Status and Details BEFORE redirecting applicants from your portal back to Fountain
2. Create a Partner Stage rule for your returned Partner Status values to advance the applicant out of the Partner Stage to avoid a redirect loop

Checking Custom Stage with Rules (if Applicable)

If an applicant is expected to move forward in a client's Fountain workflow before a final Partner Status is attached an applicant, a simply send Fountain an intermediate Partner Status (e.g. "In Progress") and use a Partner Stage Rule to move the applicant to the next Custom Stage.

A Custom Stage following the Partner Stage can be used to hold applicants until partners finishing processing applicant information. Ensure that the Custom Stage is configured with rules so that applicant's can be appropriately processed when the final Partner Status is sent back to Fountain.

Checking Partner Status

Verify whether the Partner Status is showing up correctly. Partner Status is color-coded and only the most recent Partner Status will be displayed. Make sure Partner Status is updating according to the most recent status update sent from the partner system. By default the text displayed with be the status but can be configured by the partner using title for user friendliness.

Account Option IDs

If you are having issues updating Partner Status and Partner Detail, verifying that the account_options ID sent in the update payload matches the Account Option ID used when the applicant first landed in the Partner Stage.

For this reason, we recommended that you do not change the Account Option IDs for existing Stage Options. Applicants who are already in process will not update correctly.

Checking the Partner Status Link (if Applicable)

If Partner Status was implemented with a URL to the applicant's profile in the partner system, the link provided in url should be visible after clicking on the label in the Applicant Table or Applicant Profile.

By default the URL text will show up as View Result, but can be configured by the partner using link_title. Click the link to ensure it takes the user to the correct applicant profile in the partner system.

Checking the Partner Details (if Applicable)

If Partner Details were implemented, they should be visible after clicking on the label in the Applicant Table or Applicant Profile. Check that additional details about the applicant are displayed correctly

By default the name for each Partner Detail is visible as defined in key but can be configured by the partner using label. We recommend using label to rename Partner Details for user friendliness.

Stage Option Types

For more information on Stage Types within Fountain, see Stage Types Overview.