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Version: Current

Troubleshooting: Claim Submission Errors

Problem​

When you click Save and Submit on an expense claim, you receive an error message, or the claim fails to move to the next status (e.g., Approval).

Common Causes​

  1. Validation Errors on Claim: The claim header itself has Error level validation issues (e.g., missing required fields like Description or Employee).
  2. Validation Errors on Included Expenses: One or more expenses linked to the claim still have unresolved Error level validation issues. Although expenses should ideally be validated before being added, errors might arise later or checks might run again on submission.
  3. Expense Status Issues: An expense linked to the claim is not in an appropriate status (e.g., somehow reverted back to User Review after being added). Expenses should typically be Ready to Claim or Claimed when the claim is submitted.
  4. Missing Employee Bank Details (Personal Spend): For reimbursement claims (Personal Spend), the linked Employee record might be missing required bank account details needed for payment processing downstream. This might trigger a validation error on submission depending on configuration.
  5. Automation/Workflow Errors: The Sentence triggered by the claim submission encountered an error (e.g., failed to find an approver, error in an action). This might leave the claim in Processing or move it to Unable to Process.
  6. Permissions: You lack the necessary permission to submit claims (EXPENSES:CLAIM#SUBMIT or similar).

Troubleshooting Steps​

  1. Review Error Message: Read any error message displayed carefully. It often indicates the specific problem (e.g., "Validation errors exist", "Cannot submit claim with invalid expenses").
  2. Check Claim Header Validation: Review the claim header fields. Are all mandatory fields filled correctly? Are there any red error icons? See Reviewing Validation Issues.
  3. Check Linked Expense Validation:
    • Open each expense linked to the claim (click Open Document on the claim lines).
    • Check each expense for any Error level validation issues. Resolve any errors found and ensure the expense is validated (status should ideally return to Ready to Claim or Claimed - workflow dependent).
  4. Check Linked Expense Statuses: Verify that all linked expenses are in an appropriate status (typically Ready to Claim or Claimed). If any are in User Review, validate them.
  5. Check Employee Bank Details (Admin/User Task):
    • If it's a personal reimbursement claim, navigate to Relationships > Employees.
    • Open the relevant Employee record.
    • Ensure bank details (bank_account_name, bank_account_number, bank_bsb) are correctly populated.
  6. Check Automation Logs (Admin/Staff Task): If the claim gets stuck in Processing or moves to Unable to Process after submission, review the Automation Logs for errors related to the claim submission Sentence.
  7. Check Permissions (Admin Task): Verify the user has the necessary #SUBMIT permission for Claims.
  8. Retry Submission: After resolving any validation errors or other issues, try clicking Save and Submit again.

Need Help?​

If you cannot resolve the claim submission error, contact Zudello support. Provide:

  • The Document UUID of the Claim.
  • Document UUIDs of any problematic linked Expenses.
  • Any error messages received.
  • Screenshots of validation issues if applicable.