Start by identifying the stage that failed: opening the form, submitting it, reviewing the request, or converting it into a case.
Copy the current link from Settings > Public Forms. Check the URL slug, Active setting, and Public Access. Confirm it is a Case Request form rather than a Job Application form. An old link may no longer be valid after configuration changes.
Review the form's field visibility and labels, the chosen case type, and available service configuration. Check organization-level address and phone requirements if validation differs from expectations.
Search Case Requests using the request number or client/subject details. Check notification configuration and the submitted email address before creating another submission. A request can exist even if an email was not received.
Check the request status and client match. Review Full Access and the approval, case creation, case assignment, Case Manager, subject, and upload permissions required by that specific request. Read any workspace, MFA, or billing-related restriction shown by the application.
Review transfer warnings and request file statuses, then inspect the linked case's attachments. Keep the existing request and case while resolving the transfer.
Include the form name, request number, affected case number if created, the action attempted, and the exact error message. Use your approved support channel and do not include credentials or unnecessary sensitive subject information.