Supply Lens

Why hasn't my document arrived in the other system?

Fix a Document not reaching its target

Four checks, in order, for when a Document is in Supply Lens but hasn't reached your ERP, warehouse or other system.

About 4 min

"It's in Supply Lens but not in the ERP" almost always comes down to one of four things. Work through them in order and stop at the first problem you find.

Before you start

  • The Document's reference, such as the order number. Find it with / (see Find a Document).
  • Know which system it should have reached.

Steps

  1. Check the Document's status. Open it from its list, for example Sales → Orders.
    • Ready: its Mapping is manual. Process it with the Mapping, or run the target Integration.
    • Failed: open the Logs to see why, fix the cause, then reprocess it.
    • Complete: go on to step 2.
  2. Check the target data. Open the links menu in the top-right and look for target data for the Integration you expect.
    • Sent: Supply Lens delivered it. Look in the target system itself, for example at an import rule or filter there.
    • Cancelled: probably the duplicate fail-safe, because it was sent before. See Resend a Document.
    • Failed or Pending: go to step 4.
    • Missing: go to step 3.
  3. Check the Mapping. On Settings → Integration setup → Mappings, make sure there is a Mapping for this document type from the right source Integration to the right target Integration, that it's Enabled, that Automatic is on if it should run by itself, and that any filters (such as Customer, Ship to or Tags) match this Document.
  4. Check the target Integration. On Settings → Integration setup → Integrations, make sure it's Enabled and not showing connection or authentication errors. If credentials have expired, fix them (see Fix connection or login failures), then try again.

Check it worked

The Document is Complete, its target data for that Integration is Sent, and the record appears in the target system.

If something goes wrong

  • Target data is Pending and you can't wait. Use Run send on the target Integration. See Run an Integration manually.
  • Still missing after all four checks. Contact the Support Team with the Document ID and Integration ID, and say which checks you've made.