Documentation/ ERP integrations/ When a sending fails
What to do when a sending fails
A sending that fails always says why, and names the documents affected. This page turns each message into what to do, and the order worth doing it in.
Document list › after pressing the send button
On this page
Three possible results
| Result | What it means | What to do |
|---|---|---|
| All sent | The documents went in and left the pending list. | Nothing. |
| Partial sending | Some went in and some did not. Both figures are reported. | Correct only the ones that failed. |
| Nothing sent | None went in. | Read the reason: usually validation or the connection. |
A partial sending is a warning, not an error. It is the normal result when a big batch goes off without having been checked first.
One line per document
The notice gives a line to each document, with its reference and what happened to it, rather than summing everything up in one sentence. Up to five are shown; where the send covered more, the rest are checked on the list, where every document keeps its own status.
How the documents are identified
The messages use the reference you see in the list, not an internal number. Where a document has an invoice number, it is named by that; where it has not, by its tracking reference.
If a lot of them fail, the message shows the first five and says how many more there are. To see them all, the practical route is to filter the list on what is outstanding.
The messages and their fixes
| Message | What has happened | Where it is fixed |
|---|---|---|
| Invoice number missing | The header has no document number. | On the document's header. |
| Items still to be validated | The document has lines not yet checked. | On the items tab: check them and assign them. |
| Items not assigned | There are lines with no ERP item. | On each line, from the assignment dialogue. |
| Supplier ID missing in ICG | The supplier has no ERP code. | On the supplier's record, in the reference field. |
| An item that does not exist in the ERP | The name was typed by hand instead of picked from the catalogue. | On the line: choose it from the list. |
| The account is missing | On expenses, the nominal account is required. | On the line or in the accounting section. |
| The batch is missing | On purchase invoices, where the item is handled in batches. | In the line's Batch column. |
| A project has to be assigned | The set-up insists on a project and some document has none. | Bulk assignment from the list. |
The order to correct in
When a lot of documents fail at once, correcting them in this order saves going round twice:
- What is fixed on a record rather than on the document: the supplier's ERP code, the expense account, an item's reference code. One correction settles every document that depended on it.
- What is fixed in bulk: the project, from the list.
- What is fixed document by document: the invoice number, the batch.
- What is fixed line by line: the items not assigned. It is the most laborious; leave it until last, when there is nothing else left.
What is already in is not sent again
After a partial sending, do not tick the whole batch again. The documents that went in are no longer in the pending list; ticking and sending what is left is enough.
That is exactly the advantage direct sending has over a file export: the pending list maintains itself and there is no risk of duplicating.
When the fault is not the document's
If the sending comes back with a connection or server error, the problem is not in the documents. Checks, in order:
- Send it once more. A momentary drop leaves nothing half done.
- Check the integration's parameters: user, key, server.
- On integrations with an API key, use the connection test where there is one.
- Check the other program is up: if the ERP is down, there is nothing to be done from here.
What to give support
With these details the problem is settled in one step:
- The document's reference, as it appears in the list.
- The message word for word, typed out or captured.
- The ERP it was going to and the document type.
- The date and time of the attempt.
- If the sending was partial, how many went in and how many did not.
Things that come up
| What you see | Why | What to do |
|---|---|---|
| The same document fails again and again | The symptom is being corrected but not the cause, which is on a record. | Look at the record of the supplier or item involved. |
| The message names a number you do not recognise | The document has no invoice number and is identified by its tracking number. | Find it by that reference in the list. |
| The document was corrected and still fails | The change was not saved, or something else is missing. | Open the document and check the value is recorded. |
| Every document from one supplier fails | Something is missing from their record. | Fill it in once: they are all settled together. |
| The sending returns no message at all | The operation never started. | Check documents are ticked and try again. |