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Case Tagging Proficiency - Affordable
Quiz by Roselle Perez
Tag the questions with any skills you have. Your dashboard will track each student's mastery of each skill.
The client is encountering the error “The income limits were not found for the RD cert processor” when attempting to run a certification.
Upon further investigation, our developers determined that the issue stemmed from the refactored settings that were enabled on the backend to support the new HOTMA values introduced in July 2025. This problem prevented all clients with Rural Housing programs from processing any certifications. What priority level should be set for this case?
P2
P3
P1
The client is attempting to close the bank deposit in order to proceed with advancing the property date; however, they are unable to continue due to the error message: “Control #001 has already been closed by user ESmith.”
While OneSite remains functional aside from the date advance, the client expressed urgency. When asked if we could downgrade the priority of the case, the client stated 'This needs to be resolved ASAP – DO NOT CHANGE.
P2
P3
P1
The client is encountering the error “The income limits were not found for the RD cert processor” when attempting to run a certification.
Upon further investigation, our developers determined that the issue stemmed from the refactored settings that were enabled on the backend to support the new HOTMA values introduced in July 2025. This problem prevented all clients with Rural Housing programs from processing any certifications. What priority level should be set for this case?
The client is attempting to close the bank deposit in order to proceed with advancing the property date; however, they are unable to continue due to the error message: “Control #001 has already been closed by user ESmith.”
While OneSite remains functional aside from the date advance, the client expressed urgency. When asked if we could downgrade the priority of the case, the client stated 'This needs to be resolved ASAP – DO NOT CHANGE.
The client attempted to generate their February HAP request; however, once the process completed, the status immediately displayed “Error.”
HAP request issues are considered financially impactful. Additionally, the error is replicable on Support’s side, and there are no available workarounds that we can provide to the client.
This is classified as which Case Priority level?
The client is in the process of closing the FAS for Unit 1‑12 (Jenna Marie Wonnacott). During the workflow, they attempted to enter a deposit interest, but upon clicking the Post Interest button, they encountered the error: “Invalid Amount.”
There is no available workaround that would allow the client to complete the FAS closure with the deposit interest included. Additionally, the issue is replicable on Support’s side.
The client is attempting to set up their annual recertification notices (120-, 90-, and 60‑day letters). However, when they click Save, they receive the error: “The INSERT statement conflicted with the FOREIGN KEY constraint'FK_AnnualNoticeLetter_AnnualNoticeDefinition'.”
Annual recertification notices play a critical role in determining whether residents will renew their leases. The issue also impacts the certification workflow and may delay the overall recertification process for affected residents.
What should be the Priority level of this issue?
The client received a voucher reconciliation due to incorrect adjustments appearing in Part 3 of the HAP request, despite all certifications being processed correctly.
The property will not receive payment until they can submit a HAP request that aligns with the Contract Administrator’s records. Additionally, there is no available workaround on Support’s end to modify the adjustment on the HAP, as this data is directly tied to the resident’s processed certification.
Which Priority level should be tagged in this scenario?
The client is attempting to process a move‑in; however, they are unable to complete the Move‑In/Initial Certification due to the following error: “Ineligible – Annual income exceeds Very Low limit $13,000. USER MUST ENTEREXCEPTION CODE TO QUALIFY TENANT.” You have verified that the applicant's and property's income limits are correct.
This issue directly affects the property’s occupancy workflow and prevents them from advancing the property date, as the incomplete move in will appear as a required task.
This issue is classified as which Priority level?
The client is attempting to delete a unit in OneSite because it has been converted into an office unit. However, they are unable to proceed due to the system message: “Cannot delete unit 1‑F3. This unit cannot be deleted due to the following reason: Compliance Center is using this unit.”
There is no available workaround that would allow the client to delete the unit, the issue does not impact overall system operations. The client can continue using the software without major disruption.
This case is considered as which Priority level?
The client received a new TIC form issued by their state and is requesting to have this updated form uploaded so it becomes available in OneSite.
Updating the TIC form requires development time to modify the associated coding. While there is no workaround available through Support, the issue does not disrupt any existing system functionality, and the client can continue using OneSite without operational impact.
This is classified as which Priority level?
The client processed a resident termination but later received guidance from their Contract Administrator indicating that the termination type was incorrect. They are requesting to update the termination type to Termination – Other.
Changing the termination type does not impact any HAP adjustments, scheduled billing, or ledger transactions.
Given this information, what Priority level would you select in documenting this case?
