Successful Resolution Log

Fixing a "Missing Signature PIN" Prompt When Signing a Zoning Permit

When a customer tries to sign a zoning permit, application, or certificate in the Land Use module and gets stopped by a prompt asking for a signature PIN, it's because their account requires a PIN for signatures and one has never been set up for that user. This isn't a bug — the account setting is working as intended, the user just doesn't have a PIN yet.

There are two ways to resolve it. The customer can set their own PIN by going to SDL Desktop, then File, then Change Signature PIN. Or support can create a PIN for the customer directly and provide it to them, which is faster if the customer wants an immediate fix.

This applies specifically to zoning permits, applications, and certificates signed within the Land Use module.

Fixing Inspections, Permits, or Other Records Not Showing Up on a Property's Page

Sometimes a property's info page won't display inspections, permits, licenses, applications, certificates, violations, or other records that clearly exist elsewhere in the system. This usually happens because the link between the record and the property got broken, not because the record was lost or deleted.

The fix is to go into the Assessor module, then Tools, then Assessor Options, and click Relink Applications. Let the process bar finish running before closing the window. This rebuilds the links between permits, licenses, applications, inspections, certificates, and the properties they belong to, and the missing items should then appear correctly.

This can affect one property or several, and can follow actions like a permit being moved, merged, or re-issued.

Fixing "Can't Open a New Record" Errors in a Data Grid

If a customer says they can't open a new permit, license, application, inspection, certificate, complaint, violation, case, request, registration, or renewal from a data grid, and nothing happens when they try, the most common cause is a module mismatch. Every data grid belongs to a specific module, and SDL requires the module currently active in the top menu to match the module the grid belongs to. If those don't match, new records can't be opened from that grid even though the grid itself is visible.

To fix it, check the module name shown at the top of the screen next to the town name, and compare it to the module the data grid belongs to. If they don't match, switch to the correct module from the top menu and try opening the record again.

Fixing a Missing Permit, License, or Other Record That Should Exist

When a customer says a permit, license, application, inspection, certificate, complaint, violation, case, request, registration, or renewal seems to be missing, even though related records like updates or amendments still exist, the record was most likely deleted by a user rather than lost due to a system issue.

The best way to confirm this is to use the Activity data grid under System and search for the record's number. This shows its save history, including whether and when it was deleted. If the customer or user doesn't have access to that data grid, support can grant it.

If the missing record is specifically an original permit, and its updates are still attached, the fix is to create a new original permit and use the Convert Application feature under Tasks in Construction to relink the existing updates to it.