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Troubleshooting Customer Portal PAA Form Mapping Issues (CRM)

Covers how to fix customer portal forms showing incorrect or mismatched content compared to what's configured in the CRM — such as duplicate content across different PAA forms or wrong form titles displaying.

Symptom/Error

You may experience the following issues:

  • PAA forms in the customer portal display identical content even though they're configured differently in the CRM
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  • Portal form content doesn't match the corresponding PAA form configuration (e.g., PAA-111 and PAA-112 showing the same fields)
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  • Form titles in the portal show internal metadata like "application hidden fields" instead of the expected form names
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  • Portal forms contain different sections than what's configured in the CRM (e.g., portal shows Mental Health, Treatment, Substance Abuse sections while CRM shows Mental Health, Treatment, Legal History, Service History sections)

Cause

This issue occurs when there's a disconnect between the portal's form rendering system and the CRM's form configuration. Specifically:

  • The portal is pulling from a different form configuration source than the CRM

  • The mapping between the portal form display and the CRM form definition is broken

  • Internal metadata fields are displaying in the portal interface instead of customer-facing form names

Solution

This issue requires escalation to the development team as it involves the portal's form rendering system. Follow these steps:
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Step 1: Document the Issue

  1. Navigate to your customer portal and identify which PAA forms are displaying incorrect content

  2. Take screenshots of the portal forms showing the incorrect content

  3. Go to your CRM and open the corresponding PAA forms (e.g., PAA-111, PAA-112)

  4. Take screenshots of the CRM form configurations to show what the portal should display

  5. Note any form title discrepancies (internal labels vs. expected names)

Step 2: Create Support Ticket

Submit a support ticket with the following information:

  • Your CRM instance URL

  • Specific PAA form numbers affected (e.g., PAA-111, PAA-112)

  • Screenshots comparing portal content vs. CRM configuration

  • Description of what content should appear vs. what actually appears

  • Any form title display issues

Step 3: Request Priority Escalation

Request that the ticket be escalated to the development team, specifically mentioning:

  • This is a portal form rendering system issue

  • The mapping between portal display and CRM form definitions is broken

  • Multiple PAA forms are affected

Escalation

⚠️ Important: This issue cannot be resolved through standard configuration changes. It requires development team intervention.

Contact Dazos Support immediately if:

  • Customer portal forms don't match their CRM PAA configurations

  • Multiple PAA forms display identical content in the portal

  • Form titles show internal metadata instead of proper form names

  • The issue is affecting customer admissions workflows

When contacting support, mention "PAA form mapping issue" and "portal rendering system" to help route the ticket correctly.
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Expected Result After Resolution

Once the development team resolves the issue:

  • Each PAA form in the customer portal will display its correct, unique content

  • Portal form content will match exactly what's configured in the CRM

  • Form titles will display customer-facing names instead of internal metadata

  • Different PAA forms (like PAA-111 and PAA-112) will render as distinct, properly mapped forms

Related Resources

  • How Do I Set Up and Manage Customer Portal Access in Dazos CRM?

  • Troubleshooting PAA Digital Signature and Patient Portal Configuration Issues (CRM)

  • Contact Dazos Support for portal configuration assistance

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