Add Sage Intacct troubleshooting docs (Expensify Classic)#84820
Add Sage Intacct troubleshooting docs (Expensify Classic)#84820stephanieelliott merged 1 commit intomainfrom
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| 1. Open the report in Expensify. | ||
| 2. Review the error message in the comments. | ||
| 3. Make the required corrections. |
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| 3. Make the required corrections. | |
| ## How to Resolve Automatic Export Failures |
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| 1. If the report is in **Draft**, submit the report. | ||
| 2. If the report is **Outstanding**, have an approver approve it. | ||
| 3. Once the report is **Approved**, **Done**, or **Paid**, a Workspace Admin can manually export the report. |
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Heading level violation (AI Readiness): The ### heading level should not be used. Use ## for all subheadings. Per HelpDot style, avoid heading levels deeper than ##.
| 3. Once the report is **Approved**, **Done**, or **Paid**, a Workspace Admin can manually export the report. | |
| ## How to Resolve Manual Export Issues |
HelpDot Documentation ReviewOverall AssessmentThis PR adds 42 new markdown files providing Sage Intacct troubleshooting documentation for Expensify Classic. The documentation covers authentication/login errors, connection errors, export errors, sync errors, and a general FAQ. The articles follow a remarkably consistent structure and provide clear, actionable troubleshooting guidance. The writing quality is high across the board, with well-organized steps and appropriate technical depth for the target audience. However, there are several significant structural concerns that should be addressed -- primarily around duplicate content and heading hierarchy violations. Scores Summary
Key FindingsSignificant content duplication across categories. Several error codes appear as near-identical or identical files in multiple subdirectories:
While there are minor wording differences between copies, the content is substantially the same. This creates maintenance risk and could confuse both users and AI systems trying to retrieve the canonical answer for a given error code. Consider consolidating each error code into a single file in its primary category and using cross-references or redirects from other categories. Heading hierarchy violation in FAQ sections. Every article uses Error messages not consistently formatted. Error messages are displayed as plain text after "If you see the error:" but are not wrapped in code blocks or blockquotes. Formatting them as blockquotes (e.g., Positive aspects worth highlighting:
Minor inconsistency in the Connection-errors/INT245-Sync-Error.md file. The "How to Fix" section uses Recommendations
Files Reviewed
Note: This review covers the overall quality patterns across all 42 new files. The most critical action items are consolidating duplicate files and fixing the FAQ heading hierarchy. |
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| This issue must be resolved in Sage Intacct and then retried in Expensify. | ||
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| ### Confirm Web Services User Credentials |
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| ### Confirm Web Services User Credentials | |
| ## Confirm Web Services User Credentials |
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| ### Confirm Sender ID Configuration | ||
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| ## Confirm Sender ID Configuration |
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| ### Retry the Sync in Expensify |
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| ### Retry the Sync in Expensify | |
| ## Retry the Sync in Expensify |
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| ### If Exporting as Expense Reports |
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| ### If Exporting as Expense Reports | |
| ## If Exporting as Expense Reports |
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| ### If Exporting as Expense Reports | ||
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| #### Update Sage Intacct Web Services User Permissions |
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| #### Update Sage Intacct Web Services User Permissions | |
| ## Update Sage Intacct Web Services User Permissions |
| - Accounts Payable: All (required if exporting non-reimbursable expenses as Vendor Bills) | ||
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| 7. Save your changes. | ||
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| ## Retry the Sync |
| ## How to Fix the INT498 Sync Error | ||
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| This issue can be resolved by configuring the required journals. | ||
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| ## Configure the Required Intacct Journals |
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| Both journals must be configured for Expensify Card exports to function correctly. | ||
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| ## Sync the Workspace |
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| ## If Exporting as Expense Reports | ||
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| ### Update Sage Intacct Web Services User Permissions |
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| ### Update Sage Intacct Web Services User Permissions | |
| ## Update Sage Intacct Web Services User Permissions |
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| 7. Save your changes. | ||
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| ### Retry the Sync |
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| ### Retry the Sync | |
| ## Retry the Sync |
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| ## If You Are Not Using Approvals | ||
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| ### Disable Expense Report Approval |
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| ### Disable Expense Report Approval | |
| ## Disable Expense Report Approval |
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| ## If You Are Using Approvals | ||
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| ### Configure a Valid Approver |
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| ### Configure a Valid Approver | |
| 4D1C | ## Configure a Valid Approver |
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| ## How to Fix the INT012 Export Error | ||
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| This issue must be resolved in Sage Intacct. |
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| This issue must be resolved in Sage Intacct. | |
| ## Update Expense Report Requirements |
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| ## How to Fix the INT028 Export Error |
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| ## How to Fix the INT028 Export Error | |
| ## Add a Location to the Employee Profile |
| This is an accounting period configuration issue, not a report approval or dimension mapping error. | ||
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| ## Change the Export Date in Expensify |
| 3. Click **Accounting**. | ||
| 4. Click **Configure**. | ||
| 5. Open the **Export** tab. | ||
| 6. In the **Date** field, select **Exported Date**. |
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| 6. In the **Date** field, select **Exported Date**. | |
| ## Reopen the Accounting Period in Sage Intacct |
| The resolution depends on whether permissions are assigned at the user level or role level in Sage Intacct. | ||
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| ### Update User-Based Permissions for the xml_gateway User | ||
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| ## Update User-Based Permissions for the xml_gateway User |
| 6. Save your changes. | ||
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| ### Update Role-Based Permissions for the xml_gateway User | ||
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| ## Update Role-Based Permissions for the xml_gateway User |
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| This is an employee record configuration issue, not an approval or journal configuration error. | ||
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| ## Confirm the Employee Exists and Email Matches in Sage Intacct |
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| ### Confirm the Employee Exists and Email Matches in Sage Intacct | ||
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| 1. Log in to Sage Intacct. |
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| 1. Log in to Sage Intacct. | |
| ## Remove Duplicate Employee Records in Sage Intacct |
| This is an account configuration issue in Sage Intacct or a tag configuration issue in Expensify, not an authentication or employee setup error. | ||
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| ## Remove the Required Field from the Account in Sage Intacct |
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| 1. Go to **Settings > Workspaces**. | ||
| 2. Select your Workspace. | ||
| 3. Click **Accounting**. |
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| 3. Click **Accounting**. | |
| ## Configure the Required Field as a Tag in Expensify |
| ## How to Fix the INT083 Export Error | ||
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| You must update the category mapping or expense type configuration in Sage Intacct. | ||
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| ## Review the Category on the Report in Expensify |
| 1. Open the report. | ||
| 2. Review the category selected for each billable expense. | ||
| 3. Identify the category referenced in the error. | ||
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| ## Update Expense Type Configuration in Sage Intacct (Expense Report Export) |
| 4. Confirm the expense type supports billable expenses. | ||
| 5. Update the configuration if needed. | ||
| 6. Save your changes. | ||
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| ## Update Account Configuration in Sage Intacct (Vendor Bill Export) |
| 7. Click **Save**. | ||
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| 4E22 | Important: The Sender ID must be exactly `expensify` in lowercase. | |
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| ## Retry the Connection in Expensify |
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| ## If Exporting as Expense Reports |
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| ## If Exporting as Expense Reports | |
| ## Update Sage Intacct Web Services User Permissions |
| - **Accounts Payable:** All | ||
| - Only required if exporting non-reimbursable expenses as Vendor Bills | ||
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| 7. Click **Save**. |
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| 7. Click **Save**. | |
| ## Sync the Workspace in Expensify |
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| ## If Exporting as Vendor Bills | ||
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| This can occur when the connection was established but the reimbursable export option was not fully configured. |
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| This can occur when the connection was established but the reimbursable export option was not fully configured. | |
| ## Complete Reimbursable Export Configuration |
| 1. If you see the message **No expense types found**, close the error. | ||
| 2. The configuration window will open. | ||
| 3. Change the **Reimbursable export option** to **Vendor Bill**. | ||
| 4. Click **Save**. |
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| 4. Click **Save**. | |
| ## Retry the Sync |
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| ## How to Fix the INT402 Sync Error |
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| ## How to Fix the INT402 Sync Error | |
| ## Confirm User-Defined Dimensions in Sage Intacct |
| - Is fully configured. | ||
| - Is active. | ||
| - Has appropriate permissions assigned to the Web Services user. | ||
| 6. Click **Save** if changes were made. |
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| 6. Click **Save** if changes were made. | |
| ## Reconfigure the Dimension in the Workspace |
| 4. Click **Configure**. | ||
| 5. Open the **Coding** tab. | ||
| 6. Disable the affected User-Defined Dimension. | ||
| 7. Click **Save**. |
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| 7. Click **Save**. | |
| ## Sync the Workspace in Expensify |
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| ## How to Fix the INT498 Sync Error | ||
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| Follow the steps below to configure the required journals and retry the sync. |
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Heading level violation (AI Readiness): Avoid ### headings. HelpDot style limits headings to # and ## only. This applies to all ### headings in this file.
| Follow the steps below to configure the required journals and retry the sync. | |
| ## Configure the Required Intacct Journals in Domain Settings |
| - **Intacct Accrual Journal** | ||
| 6. Click **Save**. | ||
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| Both journals must be configured for Expensify Card exports to function correctly. |
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| Both journals must be configured for Expensify Card exports to function correctly. | |
| ## Sync the Workspace in Expensify |
| 1. Go to **Settings > Workspaces**. | ||
| 2. Select your Workspace. | ||
| 3. Click **Accounting**. | ||
| 4. Click **Sync Now**. |
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| 4. Click **Sync Now**. | |
| ## Retry the Export |
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| ## Create Expense Types in Sage Intacct for Expense Report Exports | ||
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| If you plan to export as **Expense Reports**: |
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| If you plan to export as **Expense Reports**: | |
| ## Create Expense Types in the Time and Expenses Module |
| 1. Log in to Sage Intacct. | ||
| 2. Go to **Applications > Time and Expenses**. | ||
| 3. Create the required **Expense Types**. | ||
| 4. Click **Save**. |
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| 4. Click **Save**. | |
| ## Sync the Workspace in Expensify |
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| ## Change the Export Type to Vendor Bill | ||
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| ## Update the Export Type in the Workspace |
| 3. Click **Accounting**. | ||
| 4. Click **Configure**. | ||
| 5. Open the **Export** tab. | ||
| 6. Change the export type from **Expense Report** to **Vendor Bill**. |
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| 6. Change the export type from **Expense Report** to **Vendor Bill**. | |
| ## Sync and Retry the Export |
| internalScope: Audience is Workspace Admins using the Sage Intacct integration. Covers resolving the INT664 export error caused by missing or mismatched vendor records. Does not cover employee record or project configuration errors. | ||
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| # INT664 Export Error in Sage Intacct Integration |
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Readability violation: The error message text on line 8 reads "...the vendor email exactly matches the submitter's Expensify email exactly, including capitalization." The word "exactly" appears twice in the same sentence, making it redundant. Consider:
INT664 Export Error: Sage Intacct couldn't find a vendor record for the report submitter. Verify a vendor record exists and the vendor email matches the submitter's Expensify email exactly, including capitalization.
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| ## Why Is My Report Not Automatically Exporting to Sage Intacct? | ||
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| If your report is not automatically exporting, an error is preventing the export from completing. |
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FAQ structure violation (Expensify Style): This file is structured as a standalone FAQ page, but its top-level heading is # Sage Intacct FAQ rather than # FAQ. Per HelpDot style, FAQ sections should use # FAQ as the heading. Consider renaming this to # FAQ or restructuring this page as a standard article with a # FAQ section at the bottom.
Additionally, the questions here use ## headings (which is correct for FAQ questions), but the answers contain ### subheadings (lines 24 and 41). FAQ answers should be in plain text, not contain sub-headings.
| internalScope: Audience is Workspace Admins using the Sage Intacct integration. Covers resolving the INT907 error caused by invalid or incomplete Sage Intacct connection configuration. Does not cover other Sage Intacct error codes. | ||
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| # INT907 Error in Sage Intacct Integration |
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Readability / structural concern: This file is nearly identical to Authentication-and-Login-errors/INT907-Error.md, Export-Errors/INT907-Error.md, and Sync-Errors/INT907-Error.md. The same pattern applies to several other error codes duplicated across directories:
- INT245 appears in Authentication-and-Login-errors, Connection-errors, and Sync-Errors
- INT907 appears in all four directories
- INT122 appears in Authentication-and-Login-errors and Sync-Errors
- INT498 appears in Authentication-and-Login-errors and Sync-Errors
- INT176 appears in Authentication-and-Login-errors and Export-Errors
Having near-duplicate articles can confuse both readers and AI search. Consider consolidating each error code into a single canonical article in the most appropriate directory, and removing the duplicates. If multiple categories are needed for discoverability, use the YAML keywords field to cover the alternate categories rather than duplicating files.
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| If you see the error: | ||
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| INT122: Authentication error during sync. |
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Readability violation (scannability): The error message text is displayed as plain paragraph text, making it hard to distinguish from surrounding content. Wrap it in a blockquote for better visual separation and scannability. This applies across all 42 files in this PR -- each error message shown after "If you see the error:" should use a blockquote. For example:
| INT122: Authentication error during sync. | |
| > INT122: Authentication error during sync. |
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| title: Sage Intacct FAQ | ||
| description: Learn why reports may fail to export to Sage Intacct, how to manually export reports, and how to disconnect the Sage Intacct integration. | ||
| keywords: Sage Intacct export FAQ, automatic export failure, manual export Sage Intacct, report not exporting, disconnect Sage Intacct integration |
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AI Readiness violation (YAML metadata): The keywords field is missing key terms that would aid discoverability, such as "Workspace Admin," "troubleshooting," and "Expensify Classic." Other articles in this PR consistently include the audience role in keywords. Consider expanding:
| keywords: Sage Intacct export FAQ, automatic export failure, manual export Sage Intacct, report not exporting, disconnect Sage Intacct integration | |
| keywords: Sage Intacct export FAQ, automatic export failure, manual export Sage Intacct, report not exporting, disconnect Sage Intacct integration, troubleshooting, Expensify Classic, Workspace Admin |
- Root: Configure, Connect, Troubleshooting. - Troubleshooting: Auth, Connection, Export, Sync errors, FAQ. - Hub pages already exist on main. Part of Integration Errors Revamp (splitting PR #83106).
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@stephanieelliott looks like this was merged without a test passing. Please add a note explaining why this was done and remove the |
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🚀 Deployed to staging by https://github.com/stephanieelliott in version: 9.3.36-0 🚀
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🚀 Deployed to production by https://github.com/luacmartins in version: 9.3.36-10 🚀
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Master project issue https://github.com/Expensify/Expensify/issues/469226
Breaking main PR into smaller batches: #83106
Creates .MD files for Sage Intacct integration error messages (Classic)