As part of our ongoing migration activities, our Tech team has identified a temporary issue affecting the Claims process in Nintex for migrated Certificate Holder (CH) accounts. We have aligned with a few Customer Success members on a temporary workaround approach.
What’s the issue?
For these migrated accounts, traceability levels were not carried over correctly. As a result, there is an issue when CHs attempt to add a new product in Nintex. Nintex will display following error message:
"We are not able to create a Product because there is a Traceability missing in the MyRA Portal. Please add a Traceability Level to your Site(s) in the MyRA Portal to proceed." |
What’s the workaround?
CHs can resolve this by:
Closing the ‘Add Product’ pop-up window in Nintex (the item that got an error will be labelled as ‘Draft’ in Nintex and it can be discarded).
Log into the MyRA Portal and add the appropriate Traceability Level (TL) to their Site(s).
Once this is done, the issue will be automatically resolved in Nintex, and they can proceed with their Claims as usual. A couple of notes:
MyRA Portal will already have the sites associated with each account (Sites were migrated without issues), hence once the TL is added in MyRA portal the "fix" will be done automatically in Nintex.
The CH still need to ‘Add Product’ in Nintex. As mentioned above, the previous Product item that got an error (being labelled as ‘Draft’) can be therefore archived.
General Notes:
This only affects migrated CH accounts without TLs. CHs still using RACP are not impacted.
The issue is temporary. We expect a full resolution by 14 November, 2025 at the latest.
Why are TLs relevant on this? If a product would be created without a TL, this would block the request from progressing and remain in “Pending Certification License.” CS would not be able to edit the product retrospectively.
As you may know, ‘Add Product’ can have ‘Active’ or ‘Draft’ label in Nintex. Tech is looking at the possibility of adding a functionality of editing ‘Draft’ labels - this functionality will be looked in the future, but not at this stage.