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| − | {{DISPLAYTITLE:Troubleshooting Xero Integration}}
| + | =This Content Has Moved House= |
| − | = Overview = | |
| − | This article assists users troubleshoot and resolve issues with the integration between Xero and Emersion. It is expected that before raising a service request with the Emersion Customer Service team that you have stepped through this guide in order to resolve the most common Xero issues. If you are having trouble interpreting the results of the Xero Integration Errors report (below), or need some further assistance, please contact [https://support.emersion.com/servicedesk/customer/ Emersion Support].
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| − | == Automatic Xero Config Disable On Connection Error / Timeout ==
| + | This article has been moved to our new home for documentation and help content, the new Emersion Knowledge Base. |
| − | Emersion's system actively monitors the attempts to process with Xero where there is no Xero connection and reports this to Emersion. In these cases, it is likely that access has been revoked or the session has timed out. To avoid our system making unnecessary frequent attempts to call the Xero platform in these instances, Emersion's system will conclude access is broken or otherwise disabled should we received 5 of these errors reports in the last hour.
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| − | In these cases, the system will:
| + | We are sorry for the untidiness while we are shifting locations and we appreciate your patience during the transition to our new home. |
| − | * Disable the Xero configuration for your service provider account.
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| − | * Create a support ticket for the Emersion Customer Support team to follow up with you.
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| − | == I cannot see any Invoices or Payments in Xero ==
| + | [https://resources.emersion.com/display/EKB/Troubleshooting+Xero+Issues Take me to the Emersion Knowledge Base article] |
| − | A very common scenario is such that a new customer is created in Emersion, an invoice is issued and a payment is then received in Emersion and allocated to this invoice. <br />
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| − | In Xero, there are no invoices nor payments for this same customer even though you have setup the Contact in Xero.
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| − | The likely answer is that you have forgotten to link the Emersion Account to the Xero Contact. This is a mandatory requirement and will most certainly prevent ANY invoices from ever being synced.
| + | [[file:new_home_sm.jpg|900px]] |
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| − | You will need to;
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| − | * A) Follow the instructions [[Integrations/Xero#Updating_Existing_Account|here]] to link the accounts
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| − | * B) Go back into each invoice and [[Integrations/Xero/Troubleshooting#Manually_Reserving_an_Emersion_Invoice_in_Xero|manually reserve in Xero]]
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| − | * C) Payment will push through automatically (providing they are allocated to a synced invoice)
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| − | == Xero Integration Errors Report==
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| − | To assist customers with identifying possible Xero Integration errors, a report called '''Xero Integration Errors''' exists. This report will detail any errors that have occurred during integration between Emersion and Xero.
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| − | "Objects" that fall into this report are re-processed '''12 hours''' from the time they first failed. This re-processing will continue indefinitely. If you repair the underlying cause of the error, there is every chance you won't need to do anything else and the problem will be resolved. Not having any entries in this report is the goal.
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| − | To find the report, Nav: '''Report > List > Finance'''
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| − | # Find the '''Xero Integration Errors''' report and click ''Generate Report''
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| − | # Click ''Search'' to see all integration errors.
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| − | At this time, the Xero Integration Errors report will only list failed integration requests where they relate to either an '''Invoice''', '''Payment''' or '''Ledger Journal Entry''' (of transaction type ''allocateUnallocatedPayment''. This is displayed in the ''object'' column.
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| − | {| class="wikitable"
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| − | ! Attempt time !! AccountID !! Account Name !! Object Name !! Object ID !! Object Date Type !! Object Date !! Amount !! Failure Reason
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| − | |- style="color: green;"
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| − | | The time the invoice or payment was attempted to be pushed to Xero, and failed. || The End User Account ID || The End User Account Name || Invoice (''Umbrella_AccountInvoice'') or Payment (''Umbrella_Payment'') or Ledger Journal (''Umbrella_LedgerJournal'') || Invoice ID / Payment ID / Ledger Journal ID || Invoice Start Date / Payment Date || Date as per preceding column || Invoice Total Amount (inc Tax) / Payment Total Amount (inc Tax) || Truncated Failure Response (''as stripped out of the Xero API Response'')
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| − | | 2016-01-05 02:10:00 || 1234567 || ABC Customer || Umbrella_AccountInvoice || 7654321 || InvoiceStart || 01/JAN/2016 || 570.93 || Failed pushing completed invoice to Xero due to: Validation Error (Invoice not of valid status for modification, This document cannot be edited as it has a payment or credit note allocated to it.)
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| − | | 2016-02-01 02:20:05 || 1234567 || ABC Customer || Umbrella_Payment || 6543210 || PaymentDate || 28/JAN/2016 || 570.93 || Failed pushing payment allocated against Invoice #7654321 to Xero due to: Validation Error (Payments can only be made against Authorised documents, Payment amount exceeds the amount outstanding on this document)
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| − | | 2016-06-24 13:32:21 || 1234567 || ABC Customer || Umbrella_LedgerJournal || 6996771 || AllocationDate || 24/JUN/2016 || 450 || Failed pushing payment allocated against Invoice #1659675 to Xero due to: Validation Error (Payments can only be made against Authorised documents, Payment amount exceeds the amount outstanding on this document)
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| − | |}
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| − | <!-- HIDING THIS FOR NOW - TODO MARK TRANSACTION AS MANUAL
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| − | ***************************************************************************
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| − | === Marking Payments Manually Processed in Xero ===
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| − | {| class="wikitable"
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| − | ! Scenario: !! Result:
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| − | | You have manually created a payment in Xero against a (''Xero'') invoice
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| − | You have also created a payment in Emersion for the same (''linked'') invoice
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| − | || Our system will not be able to push the (Emersion) payment to Xero as the invoice will already by in a Paid status.
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| − | |}
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| − | To correct this, and once you have confirmed the payment in Emersion does in fact match the payment in Xero, you can use the following steps to mark the Emersion payment as ''manually processed in Xero'' by utilizing a new button next to the transaction entry in the ledger - depending on the requirements below being met.
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| − | * You must have been sold and have enabled, the Xero Integration module.
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| − | * You have enabled the ''Can manually mark payment as processed in Xero'' Power Based Permission
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| − | * A payment has fallen into our object quarantine area
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| − | # Navigate to Finance > Accounts Receivable > Transactions('tab')
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| − | # Filter to the applicable payment by find the
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| − | # Click on the '''Manually Processed in Xero''' button
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| − | # Confirm you do in fact wish to mark this payment as manually processed in Xero buy pressing Yes in the confirmation dialog
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| − | From this point on, the payment itself will no longer attempt to be pushed to Xero.
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| − | [[NEW TRANSACTIONS PAGE MARK MANUALLY PROCESSED IN XERO]]
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| − | -->
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| − | == Manually Reserving an Emersion Invoice in Xero ==
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| − | If you are subscribed to Xero Integration, have successfully connected Emersion to your Xero instance & have a linked Emersion Account / Xero Contact, the system will automatically reserve an invoice in Xero once it has been generated.
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| − | The initial status of an invoice pushed to Xero is '''Draft'''.
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| − | Within 15 minutes, the [[Integrations/Xero#Xero_Pollers|Push Completed Invoices]] poller will push the cardlines to Xero, allocate to the correct invoice & mark that invoice '''Awaiting Payment''' status.
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| − | If an invoice has not been pushed to Xero and it is not found in the [[Integrations/Xero#Xero_Integration_Errors_Report|Xero Integration Errors Report]], you have the ability to manually reserve the invoice in Xero.
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| − | To do this:
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| − | # Nav: '''Finance > Accounts Receivable > Invoices
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| − | # search for your invoice. Click on the ID to open it.
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| − | # Click '''Manage'''
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| − | # Click the '''Reserve in Xero''' button [[File:Invoice_xero_reserve_006.png]]
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| − | # You will see a new notification indicating we will attempt to reserve this invoice in Xero [[File:Invoice_xero_reserve_004.png]]
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| − | '''If you are certain an invoice has not pushed across to Xero, and do not see the Reserve in Xero button via Manage Invoice, please contact [https://support.emersion.com/servicedesk/customer/ Emersion Support]'''
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| − | == Marking Invoices Manually Processed in Xero ==
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| − | {| class="wikitable"
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| − | ! Scenario: !! Result:
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| − | | You have reserved an Emersion invoice in Xero either automatically or manually.
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| − | You have manually modified the Xero invoice that is ''linked'' to the Emersion invoice. For example, manually added card lines, marked Paid, etc.
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| − | You have approved the invoice.
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| − | || Our system will not be able to push the (Emersion) invoice card lines (''or update the Xero invoice status to Authorised'') as the Xero invoice is no longer in the Draft status.
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| − | |}
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| − | If you are confident you have manually synchronised the invoices between Emersion Account(s) and Xero Contact(s), you can use the below procedure to manually mark the Emersion invoices as ''already processed in Xero''.
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| − | # Navigate to Finance > Accounts Receivable > Invoices (''tab'') > [''filter by invoice''] > Click Manage
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| − | ## (or alternatively via Customer > Customer List > [''filter by customer''] > Invoices (''tab'') > [''filter by invoice''] > Click Manage)
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| − | # Click on '''Mark Invoice as Submitted to Xero''' [[File:Xero invoice manually processed 001.png| Mark Invoice as Submitted to Xero]]
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| − | # Confirm you do in fact wish to mark this invoice as manually processed in Xero by clicking Yes
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| − | # You will receive a successful notification once this has been completed [[File:Xero invoice manually processed 003.png| This invoice has been marked as submitted to Xero]]
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| − | From this point on the invoice will no longer attempt to be pushed to Xero.
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| − | == Xero GUID ==
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| − | A Xero GUID is a 32 character alphanumeric string used in place of what Emersion generally refer to as "ID's".
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| − | They are unique and will only ever represent a single object. Emersion use these GUID's to uniquely identify objects like payments, contacts and invoices that have been pushed to or retrieved from your Xero company.
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| − | The way Xero is used in the cloud, along with the consistent use of the GUID in Xero's use of their URL structure mean you can leverage this consistency to view data in Xero where Emersion provide you a GUID.
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| − | For example; When Emersion staff refer to a "Xero" payment we are in fact referring to Xero's GUID of a Xero Bank Transaction.
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| − | You can view a Xero payment directly by changing the GUID after the equals (=) sign in the following example URL: https://go.xero.com/Bank/ViewTransaction.aspx?bankTransactionID=7c3becf8-da67-4e88-868e-a08ae6bb3a7c
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| − | A list of known URL's you can modify to enable you to directly view data that Emersion references are as follows:
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| − | {| class="wikitable"
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| − | ! style="font-weight: bold;" | Item/Object
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| − | ! style="font-weight: bold;" | URL
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| − | ! style="font-weight: bold;" | Notes
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| − | | Contact
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| − | | https://go.xero.com/Contacts/View/1b7042ba-42a2-4796-aeea-ec48af474e0d
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| − | | Payment
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| − | | https://go.xero.com/Bank/ViewTransaction.aspx?bankTransactionID=7c3becf8-da67-4e88-868e-a08ae6bb3a7c
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| − | | This may be an Emersion initiated payment or a Xero initiated payment
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| − | | Invoice
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| − | | hhttps://go.xero.com/AccountsReceivable/View.aspx?invoiceID=6e75ba8c-fd37-44b5-93e9-52e82d28a10b
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| − | | This can only ever originate from Xero at this time. We do not support "pulling" credit notes <em>from</em> Xero
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| − | | Credit Note
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| − | | https://go.xero.com/AccountsReceivable/ViewCreditNote.aspx?creditNoteID=90c25028-0c5d-4d59-a578-29ee04729fa0
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| − | | This can only ever originate from Xero at this time. We do not support "pushing" credit notes <em>to</em> Xero
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| − | |}
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| − | Not all Xero GUID's will be visible in the Cumulus interface at this time, although you may [https://support.emersion.com/servicedesk/customer/ request this data from the support team]
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| − | From time to time, the Emersion Support team may work with you to correct Xero integration issues and may "generate" these above links for you based on data provided to us via the Xero API. We cannot see any data in your Xero company, nor do we have access to "log in". The above links are generic across all Xero accounts - except for the unique "GUID" of course.
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| − | ==Payment Surcharges==
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| − | If you are taking payment surcharges from your customers at the time of taking an actual payment, you will not see the surcharge component pushed to Xero straight away. You will only see the '''allocated''' component(s) being pushed across. Whilst a payment in Emersion may represent allocations across multi invoices, a payment allocation that is pushed to Xero will always only ever be for a single invoice.
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| − | Further information on this can be read at the following article --> [[Take_Payment]]
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| − | = See Also =
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| − | * [[Integrations/Xero|Xero Integration]]
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This article has been moved to our new home for documentation and help content, the new Emersion Knowledge Base.
We are sorry for the untidiness while we are shifting locations and we appreciate your patience during the transition to our new home.
