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Use this article when a decision letter does not publish, or when publishing returns an error. For the normal steps, see How to publish and send notification of a decision letter.
Prevent the problem: save in two steps
Do not change the internal status and select Publish Now in the same save.
- Change the internal status, then Save.
- Select Publish Now, then Save again.
Doing both in one save is the most common cause of a stuck letter.
Problem: the Publish Now Status stays at "1-Awaiting Decision Letter"
What it means: The publish request started but never finished. This usually happens when the internal status change and Publish Now were saved together.
What to do: Contact the Salesforce Admins and give them the application name. An admin must clear the Publish Now and Publish Now Status fields to reset the record. After the reset, save the two steps separately as described above.
Problem: you get an outbound message error when publishing
What it means: Decision letter publishing is controlled by the drawloop_next6__c field. An outbound message error can mean the document generation (Drawloop) package ID does not match what the field expects.
What to do: Contact the Salesforce Admins with the application name and the exact error text. An admin must check the package ID. Do not retry repeatedly.
Problem: the letter is stuck for another reason
Sometimes a publish request just sticks. The fix is the same: Salesforce Admins clear the Publish Now and Publish Now Status fields, then you publish again.
Include:
- The application name or record link
- What you changed and in how many saves
- The Publish Now Status value you see
- The full error message, if there is one