Skip to main content
All CollectionsHelp ArticlesSystem AdministrationDocument Setup
Troubleshooting: Conditions on Sections and Groups not functioning in ClientConnect
Troubleshooting: Conditions on Sections and Groups not functioning in ClientConnect
Updated over a week ago

Users building Documents for use in ClientConnect and/or Engage may find that when a condition with a "Response is Not Equals" criteria is in place to display a certain Group or Section based on another question's answer that the Group or Section displays opposite to what they have set in the condition.

Note: It is currently expected that conditions do not function in client facing previews, so in order to test these, the document would need to be sent.

The example below walks through a scenario where a Document has been built out to hide a section and display another if the answer Red is not selected --

When completing the Document in Penelope, the condition will function as expected.

In ClientConnect/Engage, selecting Red will display the "Yellow or Blue" Section and hide the Red section, contrary to what is set in the Criteria and Applied Elements.

NOTE: If any questions under the Groups or Sections are set to Required, any user completing the Document through ClientConnect or Engage will receive an Oops error page with a -15 error attached.

Workaround:

Rather than having the condition set to show/hide sections based on one "Response is Not Equals" criteria, setting a condition with multiple "Response is Equals" criteria instead will work.

Though it's only possible to add one criteria when first adding a condition, a user can select the Add link to the top right of the Criteria box to add another after it's created.

A revision will need to be added to the Document to make these changes, and it will need to be finalized again once the changes have been made.

Did this answer your question?