Using FormSG as a Data Source

1. I am not receiving generated documents from FormSG responses. What’s wrong?

You may be having trouble with your FormSG data source for various reasons:

1. You did not insert your webhook into your FormSG form, and enable retries

   • If you are unable to insert a webhook into your FormSG form, check if it was created in “Storage Mode” instead of a “Multi-Respondent Form”.

2. You may have entered an incorrect email into the FormSG field for your recipient or signer’s email. Make sure you input your email address correctly! Incorrect emails may put your document in unauthorised hands.

3. The email was flagged as spam. To ensure emails from docCentral do not go under your Junk E-mail/Spam folder in Outlook, follow these steps below.

   • Right click on the email from docCentral, under the “Junk” option, choose “Never Block Sender”.

2. My document has not been completed properly! Why?

There are a few causes:

1. The placeholders and questions could have been mapped to the wrong questions. For example:

   • Conditional IF Placeholder: The IF placeholder should be mapped to the options in the FormSG question, not the question itself.
   • All other Placeholders: The placeholders should be mapped to the name of the question.

2. You have entered an invalid input within your FormSG form

3. You have entered an invalid formula for the formula placeholder.

In any of the cases, re-check your FormSG form and/or your Word document to troubleshoot for the above errors.

For radio / checkbox / dropdown FormSG fields

If you have updated the content in the options and notice issues with how it appears in your generated documents, please follow these steps for troubleshooting:

1. Open the corresponding docCentral project and go into the Placeholder Mapping section.

2. Confirm that the updated content is reflected correctly

3. Click “Save and Continue”

Once this is done, you can safely exit your project. There is no need to re-publish it.

3. Why do I keep receiving errors from docCentral when a FormSG submission is made?

docCentral uses Postman to send out generated documents. If your FormSG contains an Attachment field, please ensure that the submitted files are in a supported format. You can find the full list of supported file types here.

Submitting attachments of unsupported file types may result in the following error message:

For other types of error messages, if you are unable to resolve the issue on your own, please feel free to reach out to us via our contact form.

4. Can I use one FormSG form to populate multiple templates simultaneously?

No. There is a strict linking of one FormSG to one template at a time. Alternatively, you can combine the multiple templates you have into one consolidated word template. You can then make use of the IF conditional placeholders to segregate the various sections in the consolidated template and create your FormSG accordingly.

5. For old projects: Do I have to remove the square bracket placeholders in FormSG and redo placeholder mapping in the portal?

The purpose of this update is to enhance the user interface so that end users will no longer see square brackets in FormSG forms.

If your project currently follows the square bracket placeholder mapping in FormSG, you do not have to do the manual placeholder mapping in the portal. Your project will remain valid. However, within the same project, do standardise the placeholder mapping method (either square brackets in the FormSG or mapping in the portal).

6. Can the same IF condition placeholder be repeated in more than one option?

Yes! In the example below, we have mapped the same conditional IF placeholder [prog_1y] to options 1 and 3.

If either option 1 or 3 is selected in the FormSG, the clause that appears in the document is ‘UNDERTAKING AND AGREEMENT OF SURETY PURSUANT TO THE PROFESSIONAL DEVELOPMENT SCHEME (PDS)’. 

7. How do I insert attachments from my FormSG’s attachment field into the document?

We currently do not support direct insertion of attachments into the generated documents. Documents submitted via the FormSG are emailed to the project owners as an attachment along with the generated document. For users using Signify as an output destination, only the project owners receive these attachments, not the signers.

If you need to embed a signature image in an official document, insert the image directly into your Word template—do not upload it as an attachment via FormSG.

8. I don’t want the recipient email to be entered manually in FormSG, due to potential errors. Can I fix the recipient email directly in the docCentral portal?

No, the recipient email must be collected through your FormSG. To reduce the risk of errors, you can consider prefills in FormSG to automatically populate the recipient email field when the user opens the form.