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Version: Current

FAQ: Why did my ERP integration fail? ("Unable to Process")

If a document successfully completes its workflow in Zudello (e.g., gets fully approved) but then moves to an Unable to Process status instead of Completed, it usually means the attempt to send that document's data to your integrated ERP system (like Sage Intacct, MYOB, NetSuite, Xero) failed.

Common Reasons for Failure:

  1. Data Validation Errors in ERP: This is the most frequent cause. The data sent from Zudello violates a rule within your ERP system:
    • Invalid Codes: Using a Supplier, Customer, Item, GL Account, Department, Location, Tax Code, etc., that doesn't exist or is inactive in the ERP.
    • Closed Period: The transaction date falls into an accounting period that is closed in the ERP.
    • Missing Mandatory ERP Fields: Data required by the ERP (which might not be mandatory in Zudello) is missing.
    • Duplicate Document Number: The ERP already has a transaction with the same number for that supplier/customer.
    • Unbalanced Transaction: Debits don't equal credits (often due to tax or mapping issues).
  2. API/Connection Issues:
    • Temporary network problems between Zudello and the ERP.
    • Incorrect API credentials (username, password, keys, tokens) configured for the integration.
    • ERP system downtime or API service unavailability.
    • Exceeding API call limits imposed by the ERP.
  3. Configuration/Mapping Errors: Discrepancies in how fields or statuses are mapped between Zudello and the ERP in the integration workflow (configured by Zudello staff or partners).
  4. Authentication Failure: The connection credentials used by the integration are no longer valid (e.g., password expired).

What to Do:

  1. Check Error Message: Open the document in Zudello (in Unable to Process status). Look for specific error messages, often displayed in a banner or posted as a system note in the Chat/History. These messages usually come directly from the ERP and are key to diagnosing the problem.
  2. Review Document Data: Based on the error, check the data in Zudello. Correct any invalid codes, dates, or missing information.
  3. Check ERP Data: Verify that the Suppliers, Items, Accounts, etc., used in Zudello exist and are active in the ERP. Check if the accounting period is open. Check if a duplicate document already exists in the ERP.
  4. Correct Data & Retry: After correcting the data in Zudello (or the ERP, followed by a dimension sync if needed), you typically need to manually re-trigger the integration. This might involve changing the status back and re-approving, using a "Retry Sync" Quick Action (if configured), or contacting support/admin.

Detailed Guides: