This article explains why case details may not pre-populate in Legal & General Ignite when launched from Smartr365, and how to resolve this by setting the Original Lender field.
Overview
When you launch L&G Ignite sourcing from a Smartr365 mortgage case, the system normally pre-populates the Ignite form with details from the client's fact find and the mortgage case. If the Original Lender field is blank on the mortgage case in Smartr365, the pre-populate pop-up does not display — which means fields such as Remortgage type, Property location, and Owner occupier are left empty even though other fields may still carry over from existing property records.
This is a known issue (ADO Bug #58661, P2).
Symptoms
L&G Ignite opens but fields such as Remortgage type, Property location, and Owner occupier are blank
Some property-level fields may pre-populate from an existing property record (if a lender is set there) but the mortgage case details do not carry across
No error is displayed
Resolution
Close L&G Ignite and return to the Smartr365 mortgage case.
In the Mortgage Information tab, set the Original Lender field (e.g. select the current lender for a remortgage).
Save the case.
Relaunch L&G Ignite sourcing — the pre-populate pop-up should now appear and carry case details across.
Common Issues
Workaround did not work: Confirm the Original Lender field was saved before re-opening Ignite. If the pop-up still does not appear, contact support with the case reference so the engineering team can investigate against ADO Bug #58661.
Case is a new purchase (not a remortgage): The Original Lender field may not be applicable for new purchase cases. Check which fields are expected to pre-populate for your mortgage sub-type.