Dexter + Chaney Spectrum Troubleshooting

Here are some common problems/errors that you may see when using ServiceTrade's integration with Spectrum, and the steps you should take to resolve them.

Syncing Jobs to Spectrum

"code=M, column=WO_Job_Number, desc=Site Code/Job Number is required."
This error message occurs when the ServiceTrade job's location does not correspond to a site in Spectrum.

To resolve this, find the site in Spectrum and make a note of its site code.  Then go to the location in ServiceTrade and add that site code to the Spectrum external system:

"code=M, column=Bill_Customer_Code, desc=Customer is required."

This error message occurs when the ServiceTrade job's customer does not correspond to a customer in Spectrum.

To resolve this, find the customer in Spectrum and make a note of its customer code.  Then go to the customer in ServiceTrade and add that site code to the Spectrum external system:

"code=I, column=WO_Job_Division, desc=Work Order Type is invalid."

This error message occurs if you do not have a Spectrum work order type selected in your Spectrum configuration settings, and you do not have a default job type set for site-specific work orders in Spectrum.  It can also occur if you have incorrectly entered the work order type code.

This error message will also occur if you do not have a Spectrum work order type selected in your configuration settings, and you attempt to sync a job whose corresponding work order already exists in Spectrum, even if that work order already has a correct work order type set.  Spectrum's API does not support updates to existing work orders that do not include a work order type as part of the update.

To resolve this, edit your Spectrum configuration settings and enter a valid work order type code.

"code=I, column=GL_Department, desc=GL Department is invalid."
This error message occurs if the work order type that you selected cannot be used by Spectrum for service work.

To resolve this, edit your Spectrum configuration settings and enter a work order type code that is usable for service work in Spectrum.

"code=I, column=Contract_Number, desc=Service Contract is invalid."
This error message occurs if the Spectrum external system ID for the contract used on this job does not match any contract in Spectrum.

To resolve this, click on the 'Manage Job' on the job and make a note of the contract assigned to this job:

Then go to Spectrum and find the service contract that should match the ServiceTrade contract.  Make a note of its contract number.

Finally, go to the Contract list in ServiceTrade and find the contract that was used on the job.  Click 'View' to view this contract, then and add that contract number to the Spectrum external system:

"code=I, column=WO_Number, desc=WO Number cannot be updated due to locking."
This error message occurs if you attempted to update an existing work order, and some user in Spectrum is currently editing that work order.

To resolve this, ensure that no user in Spectrum is editing this work order.

"code=I, column=Sales_Person, desc=Salesperson is invalid."
This error message occurs if you have an invalid or inactive default salesperson associated with a customer. 

To resolve this, on the Spectrum customer page change the default salesperson under properties -> defaults -> edit.

"code=I, column=Other_Cost_Item, desc=XXX is not a valid other cost item."

This error message occurs if you attempt to sync your material and other cost job items to Spectrum during job completion, and the item code for one of your job items does not exist in Spectrum.

To resolve this, add the item code to the list of Other Charges in Spectrum, under Work Order -> Maintenance -> Other Charges.

"code=A, column=Authorization_ID, desc=The Web Service is not authorized for the Authorization ID"

This error message occurs if your Authorization ID is invalid, or is disabled in Spectrum.  If your Spectrum instance uses enhanced authentication, this error can also occur if the Client ID and/or Client Secret is incorrect, or if the Client Secret has expired.  

To resolve this, obtain the correct Authorization ID (and, if necessary, Client ID and Client Secret) from Spectrum's Data Exchange installation screen and enter it into your ServiceTrade Spectrum integration settings.  See the Prerequisites section of this article for more information about Authorization ID, Client ID, and Client Secret.