Troubleshooting: Document Stuck in Processing/Unable to Process Status

Problem

A document reaches a point where it should integrate with your ERP system (or another external system) but either:

1. Remains stuck indefinitely in a Processing status (or similar status like PENDING_ERP).
2. Moves to an Unable to Process status, often accompanied by an error message.

Common Causes

1. ERP Integration Errors: The most common cause. The ERP system rejected the transaction due to:
   • Data Validation Issues: Missing mandatory fields, invalid dimension codes (e.g., inactive Supplier/Item/Account in ERP), incorrect data formats, unbalanced totals, period closed in ERP.
   • Duplicate Detection: The ERP identifies the transaction as a duplicate based on its own rules.
   • API/Connection Issues: Temporary network problems, incorrect API credentials, ERP API limits exceeded, ERP system downtime.
   • Configuration Mismatches: Discrepancies in configuration between Zudello and the ERP (e.g., custom fields not mapped correctly).
2. Zudello Automation Errors:
   • The Sentence or Workflow designed to trigger the integration (Run Trigger action) failed to execute correctly (e.g., incorrect trigger name, conditions not met, error during Sentence execution).
   • The integration trigger itself (configured by Zudello staff) has an issue.
3. Missing Integration Configuration: The necessary integration workflow/trigger hasn't been set up or activated for this document type or scenario.
4. Resource Locking (Rare): The document might be temporarily locked by another process, preventing the integration from running.
5. Platform Issues (Rare): Temporary issues with Zudello's automation or integration services.

Troubleshooting Steps

1. Check for Error Messages:
   • If the status is Unable to Process, open the document. Look for error messages displayed in banners or potentially in the Chat/History tab (often posted as notes by the system). These messages frequently come directly from the ERP API and provide specific reasons for the failure.
2. Review Document Data: Based on the error message (or if none exists), carefully review the document data in Zudello:
   • Are all mandatory fields required by the ERP populated?
   • Are selected dimensions (Supplier, Customer, Item, Account, Department, etc.) Active and valid in the ERP system?
   • Are totals balanced? Are dates valid (e.g., not in a closed accounting period in the ERP)?
   • Correct any data errors in Zudello and Save.
3. Check ERP System:
   • Log in to your ERP system.
   • Check if the transaction did actually make it across despite the status in Zudello.
   • Check for any related error logs or import validation reports within the ERP.
   • Verify the status of related records (Suppliers, Items, Accounts, Accounting Periods) in the ERP.
4. Retry Integration:
   • If you corrected data errors, you often need to manually re-trigger the integration. This might involve:
     • Changing the status back to a state that triggers the integration Sentence (e.g., back to APPROVAL then re-approving, or to a specific "Ready to Sync" status if configured).
     • Using a specific Quick Action button designed to retry the ERP sync (if configured).
     • Contacting Zudello support or your administrator to manually re-run the integration trigger.
5. Review Automation Configuration (Admin Task):
   • Check the Sentence(s) responsible for triggering the integration. Are they active? Is the Run Trigger action configured with the correct trigger name? Are conditions preventing execution?
   • Check Automation Logs (Admin/Staff) for errors during Sentence execution.
6. Check Zudello Status Page: Visit status.zudello.com for any platform incidents affecting integrations or automations.

Need Help?

If a document remains stuck or you cannot resolve an "Unable to Process" error, contact Zudello support. Provide:

• The Document UUID.
• Any error messages displayed in Zudello or the ERP.
• Details of troubleshooting steps already taken.
• See ERP Integration Errors for common error codes.