ID913 Troubleshoot an invoice that didn't sync

This guide walks you through the steps to check when an invoice created in Autotask did not update or create the expected contract in e-automate. If you have checked these steps and the issue persists, contact help@ceojuice.com with the details you have gathered.

Jump To: What to Have Ready | Troubleshooting Steps | When to Contact Support | Quick Reference Table

What to have ready

What to Have Ready

Before starting, gather the following:

• The Autotask Invoice Number (or Invoice ID)
• The Autotask Contract Name (or Contract Number)
• The Company Name on the invoice in Autotask
• The e-automate Contract Number (if one already exists for this contract)

The contract name, account name (company name), and e-automate contract number (external contract number) can all be found in the Contract Summary:

The invoice number and Invoice ID can be found in the Invoice History section of Autotask:

Troubleshooting Steps

Troubleshooting Steps

Step One: Check the Invoice in Autotask

Open the invoice in Autotask and confirm the following:

• Is the invoice voided?
• Does the invoice have a contract associated with it?
• What is the billing period on the invoice in Autotask? Does it line up with the billing period on the linked contract in e-automate?
  • The sync sets the billing period on the contract in e-automate based on the item date on the invoice from Autotask. If the item date on the invoice from Autotask is for a period that has already been billed in e-automate, the sync will skip the invoice and not update the contract. 
• Are the billing items on the invoice the correct type to sync? The sync will only process service charges and material/product charges on contract invoices. It does not process:
  • Time entries (labor/hourly billing items)
  • Ticket-based charges (Items linked to a service ticket rather than a contract)
• Are any billing items prorated?
  • If all line items on the invoice are prorated, the sync will skip the entire invoice as there are no full-period items to use to determine the billing period. If this is the case, send an email to help@ceojuice.com with the invoice number to have CEO Juice manually push the invoice for you.
• Do the billing codes match your configured filters?

  • Your sync may be configured to only process specific billing codes; this is set using variable 3 (service codes) and variable 6 (material codes) on your ID913 subscription. If either of these variables is set on your subscription, verify that the items on your invoice use those codes. If you're unsure which codes are configured, email help@ceojuice.com, and we can check your settings.

Step Two: Check the Contract in Autotask

Open the contract in Autotask and confirm:

• Is the contract Active?

  • The sync only processes invoices for active contracts. If the contract status is Inactive, the sync will skip any associated invoices.

• What is the billing cycle on the contract?

  • The contract's billing cycle (Monthly, Quarterly, Semi-Annual, or Annual) must have a matching billing cycle set up in e-automate.

Step Three: Check the Company in Autotask

The sync needs to match the Autotask company on the invoice to a customer in e-automate. Verify the following:

• Is the Company Number field in Autotask set to the e-automate customer number? 

  • Open the company record in Autotask and confirm that the Company Number field is populated and matches the customer number from e-automate.

• Is the custom property linking set?

  • The company matching can also be set by entering the Autotask Company ID in the custom property ZCJ_At_CompanyID field on the customer record in e-automate.

For more details on how to map the customers between Autotask and e-automate, see this link.

Step Four: Check the Contract Invoice Log eView in e-automate

The e-view 'CEO Juice ID913 ZCJ_AT_913_ContractInvoiceLog' in e-views shows the history of the contracts and invoices that the sync has processed. 

To access this view:

1. Open e-automate

2. Go to e-views

3. Look for the e-view in the Admin section named 'CEO Juice ID913 ZCJ_AT_913_ContractInvoiceLog'

Has the invoice been synced?

Search the e-view for the Autotask Invoice Number. If you find a record, the sync has already processed this invoice. The LogType column tells you what happened:

• SYNC ADD - The sync created a new contract in e-automate for this invoice

• SYNC UPDATE - The sync updated an existing contract in e-automate for this invoice.

• BILLING MATCHED - The contract has been invoiced in e-automate, and the billing was matched back to the Autotask invoice.

If you see SYNC ADD or SYNC UPDATE for the invoice, the sync did process the invoice. Check the contract in e-automate.

If there is no record for the invoice, the sync has not yet processed the invoice. It's likely the invoice didn't sync due to one of the reasons in steps one to three.

Was it already billed for the same period?

If the e-view shows a BILLING MATCHED record for the same contract and the same billing period, the sync may be skipping the invoice because it views the billing period already billed in e-automate. This is expected behavior to prevent duplicate billing. If you need to redo this invoice, void and reset the invoice in e-automate first, and then rebill in Autotask.

When to Contact Support

When to Contact Support

Send the invoice number to help@ceojuice.com for further troubleshooting if:

• The invoice and contract look correct in Autotask, but there is no record in the e-view.

• The contract was synced, but the billing dates or amounts are incorrect.

• You need to resync an invoice that was previously processed.

• The troubleshooting steps above do not provide a resolution to the issue.

When emailing support, please include:

1. The Autotask Invoice Number (or ID).

2. The Autotask Contract Name (or Number).

3. The e-automate Contract Number (if one exists).

4. A description of what you expected to happen versus what actually happened.

Quick Reference: Common Issues and Solutions

Quick Reference: Common Issues and Solutions