How to Address CMI Timing Out at “Update Client Credit History”

Overview

During the Client/Matter Intake (CMI) process, a request may appear to time out or stall at the “Update Client Credit History” stage. However, if the CMI has already passed the earlier “Creating Pending Matter…” stage, the request is safe to progress manually without risk of data corruption or workflow conflict.

🧩 Why the Timeout Occurs

This timeout typically results from delays or interruptions when Intapp attempts to update the Client’s Credit History during the integration process.
Even though this stage appears stuck, the critical earlier step—Creating Pending Matter—has already completed successfully.

Once the pending matter is created, the workflow can safely be advanced by a user.

🛠️ How to Resolve the Issue

Step 1 — Confirm the Workflow Stage

Check that the CMI has already passed the “Creating Pending Matter…” stage. If it has, then it is safe to proceed manually.

Step 2 — Manually Progress the CMI Request

Move the CMI manually to the next workflow stage:

➡ Conflicts Resolution 

This bypasses the stalled “Update Client Credit History” step and allows the workflow to continue normally.

Step 3 — Continue the Workflow as Usual

After moving the Request to Conflicts Resolution, the remainder of the workflow should progress without issue. No further corrective action is required unless new errors appear.

📝 Additional Notes

• Manual progression should only be done after confirming the matter has been created in the preceding step.
• This issue does not require a data fix or integration correction.
• If the request has not yet passed “Creating Pending Matter,” do not manually move it forward—contact your support team instead.