Troubleshooting: Supplier/Customer/Item Data Mismatches between Zudello and ERP

Problem

Information for a specific Supplier, Customer, or Item record (e.g., name, address, default coding, status) is different in Zudello compared to what is shown in your connected ERP system.

Common Causes

1. Sync Timing: Changes were made in one system (usually the ERP as the source of truth) but the scheduled data sync to the other system hasn't run yet.
2. Sync Direction/Configuration:
   • The integration might be configured for one-way sync (e.g., ERP to Zudello only), and changes made directly in Zudello are being overwritten by the ERP data during syncs.
   • The integration might be configured not to sync certain fields, allowing them to differ between systems.
3. Integration Workflow Errors: The sync workflow responsible for updating these records encountered an error and failed to update the specific record. Check integration logs (Admin/Staff task).
4. Record Matching Issues: The integration uses an identifier (like external_id or code) to link records between Zudello and the ERP. If this identifier is missing, incorrect, or duplicated, the sync might fail to update the correct record or might update the wrong one.
5. Manual Edits: A user manually edited the record in Zudello, and these changes were subsequently overwritten by an ERP sync (if ERP is the source of truth). Or, manual edits were made in both systems independently.
6. Data Transformation Issues: The integration workflow might include logic to transform data during the sync (e.g., formatting addresses, mapping status values), and this logic might be incorrect.

Troubleshooting Steps

1. Identify the Source of Truth: Determine which system (Zudello or your ERP) is considered the master data source for the specific record type (Suppliers, Customers, Items). Changes should ideally only be made in the source system.
2. Check Last Sync Time: When was the last successful sync for this record type? Allow time for scheduled syncs to complete after changes are made in the source system.
3. Verify Data in Both Systems:
   • Open the specific record (Supplier, Customer, or Item) in Zudello. Note the values for the mismatched fields. Check the external_id if visible.
   • Open the corresponding record in your ERP system. Compare the field values. Check the ERP's internal ID.
4. Review Audit History: Check the Audit History for the record in Zudello. Does it show recent updates from an integration user or manual edits by a team member that might explain the discrepancy?
5. Check Integration Logs (Admin/Staff Task): Review the logs for the relevant sync workflow in the integration platform (e.g., Workato, Celigo) or Zudello. Look for errors related to the specific record ID or external_id.
6. Verify Record Linking: Ensure the external_id on the Zudello record correctly matches the internal ID or primary key of the record in the ERP system. Correct if necessary (often requires admin/support intervention).
7. Review Sync Configuration (Admin/Staff Task):
   • Check the direction of the sync (one-way or two-way).
   • Verify field mappings. Are the mismatched fields included in the sync?
   • Check any data transformation logic.
8. Trigger Manual Sync (Admin/Staff Task): If available, trigger a manual sync for the specific record or record type to attempt an immediate update.

Need Help?

If data mismatches persist, contact Zudello support or your implementation partner. Provide:

• The Name, Code, or UUID of the affected record in Zudello.
• The corresponding ID or Code of the record in your ERP.
• Specific details of the fields that are mismatched and their values in both systems.