Troubleshooting Sage Intacct Syncing

Derek Torres
Derek Torres
  • Updated

Here are some common problems/errors that you may see when using ServiceTrade's integration with Sage Intacct and the steps you should take to resolve them. Most of these errors can occur when sending Invoices from ServiceTrade to Sage Intacct.

Locked Out: Sage Intacct Integration Credentials Have Expired

Error: Response authentication status failure [xxx] This user is in LOCKEDOUT state.....

Sometimes, the credentials (username or passwords) for your Sage Intacct integration may expire or change.

Solution: You can update your password on the Sage Intacct Integration Menu in ServiceTrade without resetting your entire integration settings. You will also need to ensure information is sent to Sage Intacct from the period in which credentials were invalid.

  1. In ServiceTrade, click on your avatar in the upper right corner of the screen and choose Account Settings.
  2. Under Integrations, click the green Configure Intacct button.
  3. Click the Edit Credentials button on the top right.
    Screenshot 2023-11-17 at 9.55.07 AM.png
  4. Enter your new credentials.
  5. Click Authenticate with Intacct.
  6. You will also need to ensure information is sent to Sage Intacct from the period in which credentials were invalid.

No GL accounts were found in the AR GL Information Tab

Error: "No GL accounts were found in the AR GL Information tab for itemid 'xxx' and warehouse 'yyy'"

This happens when you select a GL account in ServiceTrade's Sage Intacct configuration page that does not have a GL group associated with it in Sage Intacct.

Solution:

  1. In Sage Intacct, click to Order Entry > Open Setup > Order Entry Transaction Definitions > Sales Order (edit)
  2. Click the Posting Configuration tab.
  3. Add the GL Group of the item you were trying to use to the Transaction posting GL account mappings list.
  4. Click Save.

Ship Date or Due Date is Missing

Errors:"BL03000018: : Required field Ship Date is missing" (Sales Order)
"BL01001974: : The Ship Date field is missing a value" (Sales Order)
"BL03000018: : arinvoice: Required field 'Due date' is missing." (Invoice)

This happens if you choose to use your customers' Sage Intacct default AR terms when creating invoices, but the customer for whom you tried to create an invoice does not have any default terms set in Sage Intacct, which means that the due date for the invoice cannot be determined.

Solution:

There are two ways to resolve this error.

Option 1: Add AR terms to the customer in Sage Intacct.

  1. In Sage Intacct, go to Company > Customers.
  2. Search for the customer whose invoice failed.
  3. Click Edit next to the name of that customer.
  4. Click the Additional Information tab.
  5. Under Invoicing Details, in the Term drop-down menu, choose this customer's default AR terms.
  6. Then click Save.
  7. Edit, save, and resubmit the invoice from ServiceTrade.

Option 2: Assign an AR terms value to all invoices created through the integration

  1. In ServiceTrade, click on your avatar in the upper right corner of the screen and choose Account Settings.
  2. Under Integrations, click the green Configure Intacct button.
  3. On the Sage Intacct integration settings screen, choose a specific AR terms value (such as 'Net 30') instead of Intacct customer default terms.
  4. Edit, save, and resubmit the invoice from ServiceTrade.

Subtotal Sales Tax : Location ID is invalid

Error: "BL03000010: : Subtotal Sales Tax : Location ID is invalid." 

This happens if you have a multi-entity company in Sage Intacct but are not using the location dimension.

Solution:

  1. In ServiceTrade, click on your avatar in the upper right corner of the screen and choose Account Settings.
  2. Under Integrations, click the green Configure Intacct button.
  3. Under the Location Dimension setting, choose a Sage Intacct location.
  4. Click Save.

Department ID is Invalid

Error: "BL03000008: : Line 1 : Department ID xxx is invalid."

This happens if you enable the department dimension, but the service line abbreviation in ServiceTrade matches a corresponding department dimension in ServiceTrade.

Solution: To resolve this error, add a department to Sage Intacct, which corresponds to the Service Line on each line item on the invoice that failed.

    • For instance, if the service line abbreviation was 'HVAC,' you should add a department to Sage Intacct whose ID is 'HVAC.'

Enter an Account Number on Line Item [x]. and try again

Error: "BL03002110: : Enter an account number on line item 1, and try again."

This happens if no default GL account is selected in your Sage Intacct integration settings.

Solution:

  1. In ServiceTrade, click on your avatar in the upper right corner of the screen and choose Account Settings.
  2. Under Integrations, click the green Configure Intacct button.
  3. On the Sage Intacct integration settings screen, select a valid GL account under the Default GL Account setting.
  4. Click Save.

The project you selected is not associated with the customer you selected

Error: "BL01001977: Line 1: The project you selected is not associated with the customer you selected."
The error indicates the project (job equivalent) in Sage Intacct is assigned to a different customer than the job/invoice is assigned to in ServiceTrade. The issue is most likely one of the two scenarios. 

  • Scenario 1: The most likely root cause is the Sage Intacct project was assigned to the wrong customer (perhaps there are two customers with similar names, and the wrong one was picked).
  • Scenario 2: The customer (bill to) was changed on the Job in ServiceTrade after the project was created.

Solution:

In either case, the solution is to fix the customer to whom the project in Sage Intacct is assigned and match it with ServiceTrade.

Invalid Job Type Specified

Error: "BL01001973: Invalid job type '[job_type]' specified"

Solution: This error can be corrected by changing the job type to a more appropriate job type on the job page.

Missing Unit: Please select a valid Unit

Error: "BL03000018: Missing Unit: Please select a valid Unit in line no : 1:"

This error will occur when you attempt to use an item with an item code that does not exist in Sage Intacct.  

Solution:

To resolve this error, you can either:

  • Add an item with the desired item code to Sage Intacct.
  • Edit an existing item in Sage Intacct and assign it the desired item code.
  • Edit the item in your item list in ServiceTrade and assign it an item code that exists in Sage. Intacct, then edit the invoice, remove the line item with the old item code, and add an item (with the same quantity, price, etc.) using the new item code.


Syncing New Customers from Sage Intacct to ServiceTrade

Issue: New customers aren't being synced to ServiceTrade.

ServiceTrade company and location records must have a name, address, city, and state. When a new customer is added to Sage Intacct without this data, the customer sync cannot occur.

The customer syncing process will stop for all newly added customers until the record with missing data is fixed in Sage Intacct. Once information is added to those fields in Sage Intacct, that customer record (and all the other customer records created after it in Sage Intacct) will be synced to ServiceTrade.

Solution:  The best way to prevent this problem is to make the 'Address 1', 'City,' and 'State' fields required for customer records in Sage Intacct.

Multiple copies of each customer are being synced to ServiceTrade

Issue: Multiple copies of each customer are being synced to ServiceTrade.

This will happen if you have multiple connections to Sage Intacct, AND the 'Sync from Intacct' setting for each connection is configured to 'Sync New Customers.'

As a result, each connection configured to sync new customers from Sage Intacct will independently create new customers and locations in ServiceTrade.

Solution: The best way to avoid this problem is to configure only one connection to Sage Intacct to sync new customers to ServiceTrade.

 

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