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How to Address a Missing OCP (Opening Client Partner) Issue in a CMI Request

Overview

A CMI Request may fail at the “Creating Pending Matter…” stage if the Opening Client Partner (OCP) is missing from the Client record. This happens when the OCP’s Intapp user account has become inactive (e.g., staff leaving the firm), or when Client data in DM is incomplete.

This guide walks through how to identify the missing OCP, reactivate or recreate the necessary user record, sync the data through IB, and successfully move the Request forward.

🔍 Why the OCP Goes Missing

A missing OCP typically occurs because:

  • Users become inactive when they leave the firm, making them invalid as default selections.
  • Clients selected on the form still reference these inactive users.
  • IB rule validation can remove the OCP if 3e data is incomplete.

🛠️ How to Resolve a Missing OCP

Step 1 — Identify the Correct OCP in 3e

  1. In Intapp, check the Client number on the failed Request.
  2. Load the Client in 3e.
  3. Locate the OCP field (labelled Opening Client Partner).
    • Note: The number displayed here is not the Timekeeper ID.

Step 2 — Find the Timekeeper ID in IB

Use the IB rule Utility – Check for Timekeeper Records in 3e and search using the OCP’s name to locate the correct Timekeeper ID.

Step 3 — Recreate or Fix the OCP User Record in Intapp

  1. Go to System → Users in Intapp.
  2. Locate the OCP’s user record. If it does not exist, create a new one using details from similar users.
  3. Add the Timekeeper ID found in Step 2.
  4. Add the user to the Partners group.
  5. Save, reopen the user, activate it, and save again.

Step 4 — Sync the User via IB

  1. In IB, run Sync 04 – Clients for the affected Client.
  2. Verify in DM that the updated user information has been pulled into the Client Details page.

Step 5 — Fix and Resubmit the Failed Request

  1. Move the failed Request back to Approve Intake Initiation.
  2. Copy any relevant data from Client Details → Contacts (in case it needs to be re‑entered).
  3. Add the OCP name back into the Client Details section.
  4. Approve the Request.
    The Request should now progress to Conflicts Resolution.

🛡️ Prevent This Issue from Happening Again

Update IB Rule: Sync 02 – Users

Add the OCP’s email to the ExceptionUsers list (Global process) so the OCP record is not removed in future sync runs.
Include a comment noting:

  • The user added
  • The date added

Update IB Rule: Sync 03 – Groups

Add the User Name from System → Users to the ExceptionUsers variable so that the Partner group membership is retained during future syncs.

Once saved on LIVE, the next sync will keep the reactivated user intact.

📝 Additional Notes

  • The OCP must exist in Intapp, DM, and 3e to avoid sync failures.
  • If the user has left the organisation, their account must still be retained as a "historic Partner" to maintain correct Client ownership data.
  • Most firms maintain an exception list of past Partners for this reason.