OPS Connect-Ops Technology Integration -Troubleshooting

Troubleshooting

1. Option to export invoice is not present
   • Is the Ops Connect license present? Check Utilities > System Options > System Information
     Summary and make sure that OPS Connect is checked.
   • Is ERRM accounting being used? If so, make sure to print the Invoice, not Acknowledgment. ERRM acknowledgements do not export to Ops, as they are not yet finalized.
      
2. Option to export invoice is disabled
   • Is the user set up for Ops integration? See the Customer setup section and check the user’s
     configuration.
   • Are you trying to export an invoice that has already been exported? Ops only allows a particular invoice to be exported one time. If you try to export an invoice twice, the option to export the invoice will be disabled the second time.
      
3. The text file is not created in the OpsTechExport Folder
   • Since the export can only happen once, it will not be created when previewing the invoice only when the invoice is actually printed.  It does not have to be printed to paper. 
      
4. Error message re: Account Number
   • Check the Account # on the Ops Screen and compare it to the Customer Number in RFMS. These must match to be able to submit an invoice.
      
5. Invoice isn't showing on FTP
   • The task may be scheduled to run in the future.  Check to see what time the Scheduled Task is set to run. For example, the task may be set to at 20 minutes after the hour every hour.  The invoice may have been entered at 2:45, so it won't go over until 3:20.
      
6. Error message while exporting invoice
   • Is the user’s Ops export directory set correctly? See the Customer setup section and check the
     user’s configuration.
   • Has the user become disconnected from their network drive? Check that the user can still
     access the configured export path.
   • Test page and login information  using WinSCP.
      
7. Invoices do not transfer to Ops FTP
   • Are the scheduled task parameters set correctly? See the Initial server setup section and make sure that the scheduled task is configured correctly.
      
8. Invoices are sent to Ops FTP, but they do not import into to Ops
   • Are the invoices still in the Ops FTP folder? Consult with Ops support. Ops support may need to change your import schedule.
      
9. Invoices are rejected from Ops
   • Did Ops report a duplicate invoice? It is likely that someone created the invoice manually in Ops before the invoice import was complete.
   • Did you forget to disable automatic line locking, or did someone lock the line on this order? Ops will reject any invoice where the line total does not match quantity * total. Line locking can cause these totals to be mismatched, so this feature should not be used with Ops invoices.
   • Make sure your WTN# and PO number are correct.
   • Check for duplicate item/roll numbers with different prices.
   • If the source of the problem is not apparent, check with Ops support to determine the cause of the problem. You may need to modify your customer setup or change other information. You may need to provide RFMS support with the Ops information so we can further diagnose the issue.
      
10. Error = "Conversion from string "" to type 'Double' is not valid."
    • Make sure database is on at least version 24.0.
    • Make sure labor lines include a service number.