Here are several steps to help troubleshoot the RLLS (previously ROT) integration if the option to request records is not showing.
Each worker using the integration has the permission 'user can interact with Rob Levine Legal Solutions Integration,' here's how to update permissions.
When activating the integration, when the API key is copied, 'Save' is clicked rather than closing out the window, as this will generate a new key.
Under account settings, verify 'enabled' is checked.
Verify the case HIPAA file has been uploaded.
If a health provider has 'no records service' checked on the contact, the option to use the integration is hidden.