Service Areas can be used to control which form users have access to in the eGovHub Portal. For example, you may want to restrict Benefits users to only having access to view information on Benefits-related forms in the Portal.

You can create a Service Area specifically for the HBAA form so that the user only receives emails for that particular form.

Add Service Area

To add new Service Area click on the “Add” button.

Type in the name of the Service Area and a Description, then click on the “Save” button

To then add a user, click on the Service Area name and then Add User:

You can then select the user from the list and give them the required access:

After clicking Save, you are returned to the Service area, where you then need to add the form:

Select the form from the drop-down & click on save:

The Service Area should then look like:

The user is now set up to receive an email every time there is an integration failure for the HBAA form

On receipt of the email, the user can then investigate the reason for the failures, which generally fall in to 3 categories, outlined in the following pages.

Incorrect data passed from back office and not accepted back.

The details of the failure can be found in the body of the email:

In the example above, there is an incorrect value of a postcode. This may not have been entered by the customer on their form, it may be part of the original claim information passed from back office when the form was initiated. Unfortunately, even though this data was passed out from the back office system, it is not accepted back when IEG4 attempts to post the data.

To check this, navigate to the Forms Portal within eGovHub. The url will look something like https://customername-portal.egovhub.net

Insert the form reference and click on Search:

Once the form has been retrieved, click on the row to see the details:

There will be several items in the list, but click on CurrentClaim.xml:

Once opened, search, in this case for PostCode, and look for the values in the error message:

The error message stated that the value of XX was not valid. Looking at the xml identifies that this is the text held in the postcode field held against the Employer in Back Office.

Other common examples of this sort of error are CompanyName, TelNationalNumber, EmploymentDetail, NINO and Address.

Incorrect Value entered by customer

There are also integration errors that happen if a customer has put incorrect data into the form, in the example below, there is an incorrect date of change:

Looking at the application form in the forms portal, you should be able to see where the error is:

Here we can see that a date of change has been entered incorrectly:

(We are currently investigating adding validation to these fields to prevent this from happening)

Timeout or Back Office down

The third type of message relates to an issue between IEG4 and the back office server:

These issues are reported once, but they usually happen due to a timeout, or back office being down. The system continues to try to post the form and usually succeeds, therefore no action will be needed. This can again be checked on the forms portal:

After retrieving the form, click on the integration tab and then on the Post cic xmlto Capita row:

Clicking on the blue HISTORY button will show you all of the attempts that have been made to post to back office and you can see the original failure in the example below

No further action is needed in the example above, but if the retries are also unsuccessful and there is no issue with back office being down, a support call should be logged.

An application that has not been successful will look like the example below:

Any forms where the integration to back office has failed will need to be keyed in manually.