I Cannot Pull a Form Number: Difference between revisions
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This occurs because after the number was pulled initially, TraCS and/or the computer was shut down with the form open. The number cannot save to the form, and the Form Number field will be blank the next time the form is opened. | This occurs because after the number was pulled initially, TraCS and/or the computer was shut down with the form open. The number cannot save to the form, and the Form Number field will be blank the next time the form is opened. | ||
When this happened on forms created prior to Version 15.0.12, the officer would notice the open, unnumbered form minutes, hours, or days later. They go in and revalidate, and it would pull a brand new number | When this happened on forms created prior to Version 15.0.12, the officer would notice the open, unnumbered form minutes, hours, or days later. They go in and revalidate, and it would pull a brand new number. | ||
The new logic prevents this. | The new logic prevents this. | ||
Revision as of 11:54, 30 July 2024
Overview
If a form will not pull a number when tabbing past the fine field (UTC) or after pressing Validate (crashes, warnings, UBC, UTC, DUI, parking/civil citations) there are several reasons that this may be occurring.
Some issues may be resolved via officer action, and some will need an agency administrator and/or TraCS Support.
- The officer has not filled out the Agency Information section at the top of the form.
- The officer has not entered a court location.
- The agency has run out of form numbers.
- The officer's profile is set up incorrectly as a data entry account.
- TraCS is offline.
- The officer is in an area with no or poor connectivity.
- The application pool on the web server needs to be restarted (non-hosted agencies).
- The form already has a number pulled and that number did not save to the database.
Cannot Pull a Number When Tabbing Past the Fine Field
In order to pull a number when tabbing past the fine field on a UTC, the Type, County of Citation, and Place or City of Citation fields must be completed in the Agency Information section, and the Court Name field must be filled in.
Once this information has been added, tab past the fine field again and the citation will pull a number.
If your agency has disabled the fine field (it will be grayed out), you cannot pull a number by tabbing past the fine field; you must press Validate.
Cannot Pull a Number When Pressing Validate
If you get a "no available numbers" pop up or you get errors when pressing Validate, the issue is one of those listed below.
The Agency Has Run Out of Numbers
Run the Available Form Numbers analysis report. If your available count for a form is 0, the agency administrator should request additional numbers from FLHSMV.
The User Profile Set Up Incorrectly
If RecordsDataEntry has been added to the officer's profile, they will not be able to pull numbers. An agency administrator or a TraCS team member needs to remove it and add Reporter.
Offline or No/Poor Connectivity
If there are red bars in the upper right corner of the forms manager, TraCS is offline (no connection). Try logging out and back in.
If you use a use a VPN, make sure you are signed in and it's connected.
You may be in an area with no or poor connectivity. Try moving to a different location.
If the connectivity issue is affecting multiple users, first contact your IT department and ask them to check for any issues with the network or changes to antivirus or firewall settings that would prevent connection to TraCS Web Services.
If all of the above have been checked and users still cannot connect, IT or the agency admin should contact TraCS Support.
The Application Pool Needs to be Restarted (Non-Hosted Agencies)
If you are a self-hosted agency and have multiple users reporting that the system is offline, running slowly, or they cannot pull numbers or create new forms, restarting the IIS application pool on the TraCS web server is the first step to take to resolve the issue.
How to Restart the Application Pool
The Form Already Has a Number Pulled
As of Version 15.0.12, there is logic in place to prevent pulling a new number on a form if a number has been pulled previously.
The new logic will not allow a new number to be pulled on Crash, UTC, DUI, Boating, Traffic Warning, or Parking/Civil Citation forms if one is already assigned to it.
If an officer cannot pull a number (warning, parking/civil citation) or gets errors similar to the ones below (crash, DUI, UTC, UBC) after pressing Validate and the issues above have been ruled out, this means the form already has a number assigned.
Why It Happens
This is not a glitch or a bug in the software.
This occurs because after the number was pulled initially, TraCS and/or the computer was shut down with the form open. The number cannot save to the form, and the Form Number field will be blank the next time the form is opened.
When this happened on forms created prior to Version 15.0.12, the officer would notice the open, unnumbered form minutes, hours, or days later. They go in and revalidate, and it would pull a brand new number.
The new logic prevents this.
How To Prevent It From Happening
How can this situation be prevented at the user level? NEVER close out of TraCS or shut down a machine while forms are open. ALWAYS close out of forms when finished with them or when they won't be worked on for a time (dispatched to a call, meal break, end of shift, etc.). This ensures that the number and other info saves to the form and writes to the database.
Also, if you are prompted to upload forms when exiting TraCS, always answer Yes. Any pending forms will sync with the server. If you answer No, your pending forms will sit on your machine and will not be available to other users.
How To Number the Form
Hosted Agencies
Contact TraCS Support for assistance with adding the assigned number to the form.
We will need the following information:
- Form type (crash, UTC, etc.)
- Officer's name
- Date and time the form was created
- Case number
- Form number (if available)
Once we have that information, a TraCS Team member will add the assigned number to the form so that the officer can validate.
Non-Hosted Agencies
First, you will need to log in under a Records Data Entry (RDE) account. This will allow you to put the number onto the form.
If you don't have an existing RDE account, you may do one of the following:
- Add RDE permissions to the existing account of a TraCS system admin/agency admin.
- Add RDE permissions to your TraCS 00001 account. For Active Directory (AD) agencies, this account will only work on the app server.
- Create a new RDE account in the configuration manager on the application server. For AD agencies, this account will only work on the app server.
Contact TraCS Support if you need help with this step.
Next, you will need the following information:
- Form type (crash, UTC, etc.)
- Officer's name
- Date and time the form was created
- Case number
- Form number
If the officer has provided the form number, you will need to verify it via the TraCS Form Log or the Form Number Manager by using the steps below.
If the officer cannot provide the form number, you will need to do some research to figure it out by using the steps below.
1. Log into TraCS on the server or on a machine in Office mode using your Records Data Entry (RDE) account.
2. Search for the form by using the officer's User ID or name, date that the form was created, and/or case number.
3. Highlight the form and go to the View tab and then press TraCS Form Log
4. Check the Form Number column.
5. If the form number is there, open a blank Notepad file or Excel sheet.
6. Select All (Ctrl-A) on the Form Log, Copy (Ctrl-C), and Paste (Ctrl-V) the entire log to Notepad/Excel, then skip to Step 14.
7. If the form number is not in the form log, close out of it.
8. Go to the Tools tab and open the Form Number Manager.
9. At the top, search by entering the form type (Citation, Warning, HSMV90010S, etc.) next to Contains in the Form Type column and the User ID for the officer next to Contains in the Assigned To column.
10. Reverse sort the date column and then locate the form number by matching the date and time to what is on the form in TraCS.
- If the officer completed multiple forms that day, you will have to figure out which number is correct.
- This may take some time and more research, but it is crucial that you get it right. You don't want a form with an incorrect number to transmit to the state or to the clerk.
11. Once you determine the correct number, keep the Form Number Manager open.
12. Type the number next to Contains in the Form Number field.
- Does the result that comes up match what you found in Step 10?
- Confirm this by comparing the date, time, and User ID.
- If it doesn't match, you typed it incorrectly. Consolas font uses both the letter O and the number 0. Try again until you are sure you have the right number.
13. Once you are absolutely sure that it matches, copy the number that you typed next to Contains to Notepad or Excel.
14. Open the citation and press Edit.
15. COPY AND PASTE the form number from your Notepad/Excel sheet to the Form Number field and then tab out of it.
- DO NOT FREE TYPE THE NUMBER!!! You do not want to risk making a mistake and having a form with an incorrect number transmit to the state or the clerk.
16. Close the citation and tell the officer to validate it.
If you need assistance, contact TraCS Support.