If the Save & Copy Details to a New Mortgage button appears greyed out and unclickable on a Not Proceeded With (NPW) case, the copy action has most likely already been completed in a previous session.
Overview
When you reopen an NPW case, Smartr365 provides a Save & Copy Details to a New Mortgage button to create a fresh case with the same client and mortgage details. Once the copy has been made, the button is automatically disabled to prevent accidental duplication. This is expected behaviour.
What to Do
Go to the Cases page and look for a newly created mortgage case for the same client.
Use the search bar or filters to locate the case — it will have been created automatically when the copy action ran.
If you find the new case, continue working from there. The original NPW case remains for compliance purposes.
If No New Case Appears in Your Cases List
Try clearing any active filters and refreshing the Cases page.
Check whether the case may be assigned to a different adviser — you may need to ask your system administrator to check.
If you are certain the copy was never made and the button remains greyed out, contact support@smartr365.com with the NPW case reference number.
Common Issues
Button greyed out immediately after clicking: The copy is processed in the background — wait a moment, then check the Cases list.
NPW case status cannot be reversed: You cannot change a case from NPW back to a previous status. The copy workaround creates a new, active case while preserving the NPW record for audit purposes.