When data is not flowing
Lesson 14 of 15 6 min read
A step-by-step check for the most common reasons orders, stock or despatches are not moving between Enterpryze and your other systems.
Sooner or later someone will say "this order never reached Enterpryze" or "stock in the shop is wrong". Most of the time the cause is one of a short list. This lesson gives you the order to check things in, so you find it quickly.
Work from the outside in
1. Is the Integration enabled?
Check the Activation card shows Enabled. When it is disabled, nothing is sent or received. Check the Schedule too: with the schedule off, the Integration only runs when someone runs it manually.
2. Is the Configuration there, in the right direction?
Open Configurations and check the message type exists and is set to Send or Receive correctly. Remember the direction is from Supply Lens's point of view. An Order Configuration set to Receive will never create orders in Enterpryze.
3. Does a Mapping route it?
Check Settings → Integration setup → Mappings for a Mapping from the source Integration to the target. If the Mapping is narrowed by customer or tags, check the Document actually matches.
4. Are the credentials still valid?
Enterpryze API credentials can expire or be revoked if account settings change. If everything stopped at once, this is a likely cause. Ask your Enterpryze administrator to check the API user.
5. Do all the SKUs exist, exactly?
Check every SKU on the order exists in the Enterpryze Item Master in exactly the same format. An unmatched SKU holds the whole order.
6. Is a filter keeping it out?
For documents picked up from Enterpryze, check the import filters:
| importStatuses | Is the document in one of the listed statuses? |
|---|---|
| includeCardCodes / excludeCardCodes | Is the Business Partner allowed through? |
| importDelay | Has the delay passed yet? |
| setupDate | Was the document created before the setup date? |
| includedWarehouseCodes / excludedWarehouseCodes | For stock: is the warehouse counted? |
When to contact Support
If you have worked through the list and the problem persists, email the Support Team at support@supplylens.co.uk. Include your Integration Id from the bottom of the Integration tile, the order or document number, and what you have already checked.
Stock stopped updating
On a Monday morning, Northgate Tools notices that stock in its store has not changed since Friday, and no new orders have reached Enterpryze either. Because everything stopped at once, the team skips straight to credentials. Their Enterpryze administrator confirms the API user's password was reset during a security review on Friday. They update the credentials in Supply Lens, run a manual send and receive, and both flows resume.
Recap
- Check in order: Activation and Schedule, Configuration direction, Mapping, credentials, SKUs, then filters.
- If everything stopped at once, suspect credentials first.
- If one order is missing, suspect its SKUs or a Mapping or filter it does not match.
- Contact Support with your Integration Id, the document number and what you have checked.
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