A Document isn't reaching its target
Lesson 20 of 21 7 min read
When a Document arrives in Supply Lens but never appears in the system it should go to, work along the flow from the Document's status to the target Integration.
"The order is in Supply Lens, but it's not in Unleashed." This is the question you'll be asked most. The answer is always somewhere along the flow, and if you check in the same order each time you'll find it quickly.
Work along the flow
1. The Document's status
Open the Document from its list, for example Sales → Orders, and check its status.
- ReadyThe Mapping is set to manual. Process the Document, or run the Mapping or target Integration manually.
- FailedProcessing threw an error. Read the Logs, fix the cause (often master data), then reprocess.
- CompleteProcessed to at least one Mapping. Check the target data for the Integration you expect.
2. The target data
On the Document, check whether target data exists for the Integration you expect. Each target data record shows which Integration it was sent to, with its logo, name and key, so records sent to several destinations are easy to tell apart.
- Complete: the data was sent. If it's still not in the other system, look there, for example at filters or import queues.
- Cancelled or missing: the Document may not have been processed to that Integration yet, or a previous attempt was cancelled.
Remember that a Document can be Complete because one Mapping succeeded while another destination
never received it. Check each destination.
3. The Mapping
Make sure a Mapping exists from the right source Integration to the right target Integration for this document type, that it's Enabled, and that Automatic is on if it should run without anyone stepping in. Check its matching filters: a Customer or Location filter may be excluding this Document.
The Mappings page can trace a document type from a source Integration through every step, which is a quick way to see whether a route exists at all.
4. The target Integration
On Settings → Integration setup → Integrations, confirm the target Integration is Enabled and isn't showing connection or authentication errors. If credentials have expired, fix them (previous lesson) and try again. If it runs on a schedule, check when it next runs, or run send manually.
Where's the tracking?
A Shopify customer says they never got a tracking email. Priya finds the order's Shipment from
Brookside: status Complete. Its target data shows a Complete record for Unleashed but none for
Shopify. She opens the Mappings list: the Brookside to Shopify Shipment Mapping is there but unticked
under Enabled, switched off during a Shopify theme update and never switched back on. She enables
it and processes the Shipment again for Shopify. The tracking appears in Shopify.
When to contact Support
If you've worked through all four steps, contact Support with the Document ID and the Integration ID. You can select several Documents on a list and click Logs to see their entries together, and download them as a CSV to attach.
Recap
- Check in order: Document status, target data, Mapping, target Integration.
Readymeans a manual Mapping;Failedmeans read the Logs and fix the cause.- Check target data for each destination;
Completeon the Document doesn't mean every destination received it. - Confirm the Mapping exists, is Enabled and Automatic, and isn't filtering the Document out.
- Confirm the target Integration is enabled and connected, then send Support the Document and Integration IDs if needed.
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