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Troubleshooting: Dimension Data Not Syncing Correctly from ERP

Problem​

Dimension data (e.g., GL Accounts, Departments, Locations, Subsidiaries, Tax Rates, Items, Suppliers, Customers) that exists or was recently updated in your ERP system is not appearing or is incorrect in Zudello.

Common Causes​

  1. Sync Timing: Zudello typically syncs dimension data from ERPs on a schedule (e.g., nightly, hourly). Changes made in the ERP may not reflect in Zudello until the next scheduled sync completes.
  2. Integration Workflow Issues:
    • The specific integration workflow responsible for syncing that dimension type might be disabled, paused, or encountering errors.
    • There might be configuration issues within the workflow (e.g., incorrect filters, mapping problems).
  3. ERP API Limitations/Errors:
    • The ERP's API might not expose the specific dimension data needed.
    • Temporary errors or rate limiting from the ERP API during the sync process.
    • Changes in the ERP API require updates to the Zudello integration workflow.
  4. Filtering in Integration: The integration workflow might be configured to intentionally filter out certain records (e.g., only syncing "Active" dimensions, filtering by specific types or categories).
  5. Data Mismatches: Issues matching records between the ERP and Zudello (e.g., relying on external_id which might be missing or incorrect).
  6. Inactive Records: The record might exist in the ERP but be marked as inactive, and the sync might be configured to ignore inactive records.

Troubleshooting Steps​

  1. Check Last Sync Time: Determine when the last successful dimension sync occurred. This might require checking integration logs (Admin/Staff task) or contacting support. Allow sufficient time for the next scheduled sync to run after making changes in the ERP.
  2. Verify Data in ERP: Double-check the specific dimension record directly in your ERP system.
    • Does it exist?
    • Is it marked as Active?
    • Are its details (Code, Name, relevant relationships) correct?
  3. Check Zudello Dimension List:
    • Navigate to the relevant dimension list in Zudello (Settings > Dimensions section).
    • Search for the record. Does it exist?
    • Check its Status in Zudello. Is it Active?
    • Check the external_id field (if visible). Does it match the ERP's internal ID?
  4. Review Integration Configuration (Admin/Staff Task):
    • Access the integration platform (e.g., Workato, Celigo) or Zudello integration settings.
    • Check the status of the relevant dimension sync workflow. Are there errors? Is it enabled and scheduled correctly?
    • Review any filters applied within the workflow. Is the missing/incorrect record being filtered out intentionally?
    • Check field mappings between the ERP and Zudello.
  5. Trigger Manual Sync (Admin/Staff Task): If available, trigger a manual run of the dimension sync workflow to attempt an immediate update.
  6. Check for Inactive Status: If the record exists in Zudello but is Inactive, check if it's also inactive in the ERP. If it should be active, activate it in the ERP first and wait for the next sync (or trigger manually). If it was manually inactivated in Zudello, reactivate it (but be aware the next sync might override this if it's inactive in the ERP).

Need Help?​

If dimension data remains out of sync after checking these points, contact Zudello support or your implementation partner. Provide:

  • The name and code/ID of the specific dimension record(s) affected.
  • The name of the dimension type (e.g., Account, Location).
  • Details of the expected vs. actual data in Zudello.
  • Confirmation of the record's status and details in the ERP.