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FAQ: Actions and Products



The following things are dependent on the transaction type in the system:

  • Auto-added settlement and ledger fees are set per trans/product (Admin/Partner-Related/Settlement Fee Groups and Admin/Partner-Related/Ledger Fee Groups)
  • Underwriter title premium rates are set per transaction (Admin/Partners/Edit/Underwriter/Title Premium Rates)
  • Client product groups (Admin/Partner-Related/Client Product Groups)
  • Available transactions for the client if clients aren’t assigned to client product groups (Admin/Partners/Edit/Client Products)
  • Recording type defaults for recording fee charges (Admin/Recording/Recording Types)
  • Ernst document types for recording fees if Ernst is being used (Admin/Recording/Ernst Document Types)
  • Auto-added lien and easement types (Admin/Search Data/Lien and Easement Types)
  • TitleHound setting are trans/product specific (Admin/Title Premiums/TitleHound Usage)
  • Allowing uploads and notifications for uploads for partner types may be further restricted by trans/product types (Admin/Documents/Document Types/Edit/Allow upload for Partner Types/Selected/Edit and Admin/Documents/Document Types/Edit/Notify on upload for Partner Types/Selected/Edit)
  • Overriding settlement side defaults can be done by trans/product type (Admin/General Setup/Settlement Type Defaults/Edit/Settlement Side Override)

When do I need a new product?

The following are some of the things that are dependent on the product. If any of the following need to be different for a given file, then you’d need a new product:

  • Actions/Workflow (i.e.: You need to take different steps to complete the order, or different emails need to go out)
  • Auto-populating HUD Fees
  • Auto-populating Ledger Fees (Non-HUD Fees)
  • Title premiums
  • Commitment and/or Policy documents
  • Merge fields that are product-specific (ProductTypePullField1, ProductTypePullField2, etc.)
  • If you want to be able to report on the different types of orders

In Admin/Action Lists/Coordinator Types, I added/changed the Incoming Email Assignment of a coordinator type but it’s not working. “Incoming Email” actions sent to this address are not being assigned to this coordinator type.

In Admin/Action Lists/Coordinator Types, if you add/change the Incoming Email Assignment of a coordinator type, you will need to restart the Resware Exchange plugin proxy before it will start working.

Kill the ReswareExchangePluginProxy.exe process in Task Manager on the server and it will restart itself.

I’d like to have an action added to a file for each Pre-Closing Curative item that’s created.

Admin/Action Lists/Global Actions:

  • Create a new action with the name “Curative: _Name_

Admin/Action Lists/Action Groups:

  • Select the group “Default External Triggers” (this group is put on all files by default, so it’s a good place to attach these types of things)
  • Click “Edit Actions
    • Click “Add Action
      • Select your new action and assign the Coordinators that will be responsible
      • Check the “Dynamic” checkbox
      • Check the “Auto-start when Added to File” checkbox
      • Save
    • Close the Actions screen
  • Click “Edit Triggers
    • Click “Add
      • Select “Pre-closing Curative Added” for the External Trigger
      • Leave the “Curative Type” as “All
      • Deselect the “Marking Done Affects” Group
      • Under “Marking Done Creates Action“, select the “Default External Triggers” group and your “Curative: _Name_” action
      • Save
  • Close the Triggers screen


I’d like to have an action completed on a file when a Pre-Closing Curative item is cleared.

You have two options to make this happen:

  1. For all files: Create a trigger on an action group on the file that completes the action. Use the “Pre-closing Curative Cleared”  trigger and set it to the curative type of the curative item.
  2. For a specific file: Create a note and associate it with BOTH the curative item and the action. When the curative item is cleared, the action will be marked completed.

I want a set of documents to be automatically added to a file when an action is started.

Go to Admin/Action Lists/Email Templates

  • Create a new template
  • In the Send Action drop-down, select No Email Sent
  • Check the Attach by Template checkbox, click Select Templates, and select the document template(s) you want auto-attached to files.

Go to Admin/Action Lists/Global Actions

  • Edit the Review Order action
  • In the Starting Email Template dropdown, select your email template.

When dropping a product, under what circumstances would I not want to keep a history of past actions?

  • If you’re testing of a new product and want to totally reload it, without old test data laying around
  • If you’re changing a product right after the order was placed, and want to re-start actions instead of having a history

I see an action with an action group on my file, but the action group is not showing up in the File Group Audit Trail. How is it that this action is on my file?

This situation can occur if you had an action affect or trigger add an action to the file. If the action group was not yet on the file, the action group will be added to the FileActionGroup table, then the single action will be added to the file. The action group will not be added to the FileGroupAuditTrail because the non-dynamic actions were not necessarily added to the file.

If you want to debug this to figure out what is adding the action, you can run the following SQL:

DECLARE @ActionListGroupDefID int = YYY
SELECT * FROM ActionGroupAffect WHERE FileID = @FileID AND (CreateActionActionListGroupDefID = @ActionListGroupDefID OR CreateGroupActionListGroupDefID = @ActionListGroupDefID)
SELECT * FROM ActionListGroupExternalTriggerAffects WHERE FileID = @FileID AND (CreateActionActionListGroupDefID = @ActionListGroupDefID OR CreateGroupActionListGroupDefID = @ActionListGroupDefID)

My unassigned action file does not work.

The Data Migration action list is what the unassigned action file uses and will probably rely on the Default External Trigger action group.  If the Data Migration group was changed, it may be that a group wasn’t retroactively updated.

A file was not adding the product type actions.  The user tried to modify the file to drop the product and then re-add, but the actions still did not generate.  How can I get the product type actions to add to the file?

There is a slight misunderstanding with regard to the difference between the Product and the Product Partner Type. The fact that the names are similar also contributes to this confusion.
The box in blue indicates the Transaction Type: Product Type that is assigned to this file (See First Picture Below). This Product Type is assigned an Action List (which contains the action workflow) and it is brought onto the file at order creation. There isn’t a way to create a new file within Resware without selecting a transaction and product type.
The box in red indicates the Product Partner Type (See First Picture Below). The partner named Commercial Sale: Mortgage is used to drive additional and specifically configured actions that are contained within your action list workflow. The missing product partner type was the cause of the issue. Going forward, there are two options:

1) Add the missing product partner type, then have the user(s) go back and update the any actions that would then be added once a Product Partner Type is present on the file so that they can continue with their workflow.
2) Navigate to Admin/Modify Files and click Drop Product & Action List.  This will give the option of keeping or removing certain items (including Action History) but ultimately will remove the Product itself from the file as well as the actions.   Then simply enter the file and Assign Product on the General Tab.  This will reload the actions that should be present for this Product/Action List and since the product partner type is present on the file, the user will be able to continue as normal. One thing to keep in mind when choosing this option is, the actions on this file will be reset, so any previously completed actions will need to be re-completed again.  There will be a history of previously completed actions found on the bottom of the Action list on your Actions tab within the file. If you do not see them initially, click the Show Non-Live button and the non-live actions will display at the bottom and will be greyed out (See second picture). 


An action isn’t showing up on a user’s home page. Why might that be?

Check the following:

  • If the action has a due date, is the due date too far out in the future for it to appear? The home page will only show actions that are within two days of being due. If the user has the checkbox Today’s Only checked, then only actions due today will appear.
  • Is another user already working on the action? Check the Active Actions checkbox to see which actions other users may already be working on.
  • Is the action being filtered out via either the Client or Action dropdowns?
  • What is the status of the file? Generally, actions on files in the Closed, Canceled, Hold, or Fall Thru statuses will not appear.
  • Is the action in the file assigned to the same team that is being viewed on the home page?
  • In Admin/Action Lists/Action Groups, edit the group and find the action; edit it. Does it have a Complete Task Display Offset set? If so, the action will only appear on the homepage when the action is that many days away from being due. If the offset is 0, the action will only appear when it is due.
  • If none of the above is the cause, and the action is question is one that was set to be due in the future, the primary server may not be running the “UpdateFileActionCache” process nightly (either the server isn’t running in the right mode or the process is timing out).

Piggyback Files

How do I create piggyback files?

The easiest thing to do is to create a new product type to handle piggybacks. You can use the same action list as a normal file (unless you want to create one that’s simplified; see the next item). To do so:

  • Admin/Action Lists/Product Types
  • Copy an existing product for which you want to piggyback. When it asks if you want to copy the relationships, click “Yes“. This will enable the new product for all clients that use the product you’re copying.
  • Edit the Product, and change the name to something logical, like “Piggyback 2nd Mortgage“. Also check the “Piggyback file” checkbox.

Now you should be able to place orders using this new product. When you select this product during order placement, the system will ask you for the file number of the piggyback file.

  • All information from the original file’s Search Data tab will be copied into the new file.
  • You will be able to go back-and-forth between the two files using the “Related Files” area on the General tab.

With a piggyback file, I don’t want to have any actions start on it until an action is completed on the primary file.

In Admin/Action Lists/Action Groups, find the group that contains the action that should trigger the piggyback file to start an action.

  • Click “Edit Actions” for that group.
  • Find the action that you want to have trigger the piggyback file’s action.
  • Click “Edit Affects” and click “Add” to add a new effect.
  • Under “Marking Done Sets Value“, select “Fire Piggyback“.

In Admin/Action Lists/Action Groups, find the group that contains the action that should be started on the piggyback file.

  • Click “Edit Triggers“.
  • Click “Add“.
  • Under “External Trigger“, select “Piggyback“.
  • In the “Marking Done Affects” area, set the action that you want to affect.

Action Delay Timer/Continuous Fire Actions

How do I create a delay timer on actions?

First, set up the actions you need for this sequence. In this scenario we are setting up a Payoff series. The idea here is to send a follow up email every 8 business hours until the payoff is received. The upload of the document itself will stop the replicating action.

1. Order Payoff
2. Received Payoff
3. Send Payoff Follow-up.

Next is the setup for each action. 

1. Set the Order Payoff action to Dynamic

2. On the Order Payoff action effect:

Set the affect to add the Received Payoff on the Complete. Do not set anything on Group Action Task #3.

3. Set the Received Payoff to Dynamic and set the Initial Due Date Offset for 8 hours. There are no affects on this action.

Next you will edit/Create the Send Payoff Follow up email template on the Global action.

Add the email template if you have one set up. Otherwise, click new and set up as follows:

First, set up the actions you need for this sequence. In this scenario we are 

Select the partner type you want the email sent to.

Edit the Task Affect for the Processing Send Payoff Follow up in the Start. 

Add the affect #3, set to auto complete, uncheck Mark Done and set the due date offset to 8 business hours.

This sets up the send payoff letter task to repeat every 8 hours until the Received Payoff document is uploaded.

Next, go to Action Triggers. You will need to add two triggers. 

1. Action Overdue 

2. Document Added.

Set the action due to Create the action when the action is overdue:

This is the response to the task to open a new action and repeat every 8 hours until 

the actual document is received.

Set the Document Added to complete the Received Payoff action and this will close 

out the auto-send on the payoff request reminder.

This triggers when the actual payoff document is received and thus ends the series. 

The overdue action and the task on that trigger are what keep firing until the document is uploaded.

After set up, test the action in a new file. To test, set the due date to the same date as the test date. You may need to set your server to poll every 1 minute during testing.

Updated on February 26, 2022

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