Skip to content
English
More support Customer portal
Contact us
  • There are no suggestions because the search field is empty.

Country of Origin Missing in 3e Client Record – How to Resolve Integration Errors

Overview

Some older client records in 3e do not have the Country of Origin field populated. This field is now mandatory.
When an outdated client record is selected in an ECNM request, the integration fails because 3e cannot proceed without this value.

This article explains why the error occurs and provides step‑by‑step instructions to fix the missing Country of Origin in both 3e and Intapp.

🧩 Why the Error Occurs

  • Older client records in 3e have no data stored in the Country of Origin field.
  • ECNM and intake integrations expect this field to be present.
  • When missing, the request errors during submission or at the “Creating Pending Matter…” stage.
  • In some cases, the client record may also be locked in 3e, preventing automatic updates.

🔧 How to Resolve the Issue

Step 1 — Email Client Services (and CC the 3e Team)

If a request errors, email the Client Services Team using your internal format.

Include:

  • Client numbers
  • Confirmation that Country of Origin needs adding in 3e
  • Description of the integration error

The 3e Team will then update the field.

Step 2 — Client Services Responds

The team will:

  • Provide the correct Country of Origin
  • Create a Support Desk ticket
  • Confirm once the 3e record has been updated

Step 3 — Update the Errored Request in Intapp

  1. Locate the errored request (usually stuck at Creating Pending Matter…).
  2. Move the request back to Approve Intake Initiation.
  3. Claim the request to prevent accidental edits by other users.

Step 4 — Reveal the Hidden Country Field (Using Chrome Dev Tools)

The relevant questions (InstructingCountryRes or InstructingCountryOpp) are normally hidden.

To reveal them:

  1. Open Chrome Dev Tools.
  2. Navigate to the Request Details section.
  3. Locate the field
  4. Remove the value to unhide the question.

Step 5 — Add the Missing Country of Origin

  • Enter the Country of Origin provided by Client Services.
  • Save and continue.

Step 6 — Resume the Request

Move the request back to the stage where it errored (usually Creating Pending Matter…) and allow the workflow to continue.

Step 7 — If the 3e Record Is Locked

If the request errors again due to a 3e locked record, unlock the client in 3e and resume the request from its current state.

📝 Additional Notes

  • A sample email format is provided internally for contacting Client Services.
  • Related assistance is available for:
    • Fixing locked records
    • Recognizing locked 3e records