Troubleshooting the Accounting Connector

Important Note: The ServiceTrade Accounting Connector (STAC) requires a Premium or Enterprise ServiceTrade Subscription and is a paid add-on. Please contact your ServiceTrade Salesperson or your Account Manager if you want to learn more about STAC.

Here are some error messages you may experience while using the Accounting Connector for ComputerEase.

AR Invoices

Error 20000001: No invoices found.

There were no invoices in ServiceTrade in 'OK' status in the date range that you specified.  Try using a different date range.

Error 20000001 Duplicate invoice number

An invoice with this invoice number already exists in ComputerEase.  You should:

1. Search inside ComputerEase for this invoice by going to Accounts Receivable -> Work on Freeform Invoices -> Edit a Freeform Invoice, then entering this invoice number in the Invoice box.  Hit OK to view this invoice.
2. Search inside ServiceTrade for this invoice by going to Invoices and entering the invoice number in the Invoice Number search box, then clicking Search.  Click View to view this invoice.
3. Compare the two invoices and confirm whether they are in fact the same invoice.

If the two invoices are the same:  You can import your invoices safely.  ComputerEase will skip the invoice with the duplicate invoice number -- note that the Save box for this invoice is not checked, which means that it will not be imported.

When the import into ComputerEase is complete, click the green 'Import was successful' button.  This will set the status all imported invoices (including the duplicate invoice that had already been imported) to 'Processed' so they will not be imported again.

If the two invoices are not the same:  This means you have an already-existing invoice in ComputerEase whose invoice number happens to match the invoice number of the ServiceTrade invoice that you are trying to import.  Click the red 'Import was NOT successful' button to cancel the import, then edit the invoice in ServiceTrade and change its invoice number to something different.  Once this is done, import the invoice again.

Item 'null' not found

One of the invoices that you are attempting to import uses an item that does not have an item code in ServiceTrade.  You should edit the invoice in ServiceTrade and change the item to one that has an item code.

Item 'XXXX' not found

One of the invoices that you are attempting to import uses an item code that does not exist in ComputerEase.  You can either:

• Edit the invoice in ServiceTrade and change the item code to one that does exist in ComputerEase, OR
• Add the item to ComputerEase

Customer 'XXXX' not found

One of the invoices that you are attempting to import is for a customer that does not exist in ComputerEase.  Add the customer to ComputerEase.

Customer '' not found

The empty customer ID error message (customer '') means that the customer record in ServiceTrade does not have an external ID that "points" to the corresponding customer in ComputerEase.  To fix:

1. Find the customer record in ComputerEase (create it first, if it does not exist).  Make a note of the customer number (which may not actually be a number).
   
2. Find the corresponding customer record in ServiceTrade.  This may be either a location record or a company record, depending on your Accounting Connector configuration.
3. Click the blue link icon next to the record name to open the external ID popup.
   
4. Click 'Add an external ID'.
   
5. Enter the customer number from step 1 and click Save.
   

Sales tax was not applied to the invoice, even though items were marked as taxable.

This means the customer record in ComputerEase has no sales tax code assigned to it.  To fix:

1. Find the customer's record in ComputerEase.
2. In the Sales Tax field, choose the correct sales tax code, then click Save.

Invoices sent via Connector are marked "processed" inadvertently

If any invoice statuses get marked as "processed" but were not imported into ComputerEase, the ServiceTrade Invoice will need to be voided and then recreated. Once the invoices have been recreated in ServiceTrade, the Accounting Connector will need to be run again for the same date range in order to process the recreated Invoices. .

Payroll

Error 201000003: No permissions to import file type ‘payroll’

This could be because there is an update available for ComputerEase. Check that you are updated to the latest version of ComputerEase, then try again. If the issue persists, make sure no permissions controls in ComputerEase were changed in a way that would have taken away your ability to import payroll.

Record #XXXX: Bad employee number

This means that the technician's user record in ServiceTrade does not have an external ID that "points" to the corresponding employee record in ComputerEase.  To fix:

1. Find the employee's record in ComputerEase (create it first, if it does not exist).  Make a note of the employee number (which may not actually be a number) in the title bar at the top of the employee record window.
   
2. In ServiceTrade, go to the user list and click on the record for this employee.
3. Click the blue link icon next to the user's name to open the external ID popup.
   
4. Click 'Add an external ID'.
   
5. Enter the employee number from step 1 and click Save.
   

Error 20000001 Unknown import definition: 'prdist:ServiceTrade'

This means that you have not yet created a payroll import template in ComputerEase, or that the payroll import template name that you created is incorrect.  The payroll import template must be named ServiceTrade, exactly as shown here (capital letters 'S' and 'T', and no space between the words 'Service' and 'Trade').

For more information about creating and naming payroll import templates, see the Payroll Import Layout section of this support article.

GL Journal Entries

Error 20000001 Unknown import definition: 'glentry:ServiceTrade'

This means that you have not yet created a GL journal entry import template in ComputerEase, or the GL journal entry import template name that you created is incorrect. The payroll import template must be named ServiceTrade, exactly as shown here (capital letters 'S' and 'T', and no space between the words 'Service' and 'Trade').

For more information about creating and naming GL journal entry import templates, see the GL Journal Entry Layout section of this support article.