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SalesAnalysis System Maintenance: Errors on “System Verify Log”

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Situation: 

You received an email with the subject line of “Critical error found in SalesAnalysis please see log file for more details.”

Cause: 

This message is automatically generated whenever the System Maintenance agent in SalesAnalysis finds errors in your database.  Your email address is listed in the Configuration Profile as the person to send the warning email to.  This email is only sent to one user in your organization, so it is imperative that you give your attention to the log file as soon as possible to prevent the accumulation of additional problems.

Solution: 

Follow the steps below in an effort to fix the errors on the system validation log file.

1. Open SalesAnalysis, and go to “Maintenance > Server Log Files” (note:  yours might only say “Log Files”)

2. Find the most recent “Verify Log” and open it.  Disregard earlier logs, because each log supersedes all prior logs.  Also disregard logs of other types (such as Update Logs, Index Views Logs, etc).

3. Once the log is open, you’ll see information on the various errors found during the last run of the Verify utility.  Check the upper left corner of the log file for an “Attempt Repair” button.  The “Attempt Repair” button will not display if the types of errors on your log can’t possibly be fixed by the system, however even if the “Attempt Repair” button is there, it’s possible that not all errors can be fixed by the system.   If there no “Attempt Repair” button at all, then the types of errors in the log would not have been repairable by the feature, and you should refer to the table at the bottom of this document for solutions and manual fixes.

4. Click “Attempt Repair” and “Yes” to the first prompt of:

5. Click “No” to the next prompt of:

6. The Repair utility itself, should only take 1-3 minutes to complete (you will not be able to use your IBM Notes client during these few minutes).  If you would have said “Yes” to re-running system validation after repair however, that could take hours, during which time you would not be able to use your IBM Notes client.  Since your System Maintenance agents should be running on schedule (nightly), it’s OK to wait until the next scheduled run to see the results.  Once Repair has completed, it will advise you to check the next log file.  (That will not be until the next morning if you said “No” in Step 5).  Click “OK” and close the log file you just attempted to repair.  (Note:  Errors on that particular log will not go away.  A log file is a snapshot of errors as of the time that agent ran, and will always list those particular errors whether you have fixed them or not.  It’s the next log you’ll now be interested in).

7. The next time System Maintenance runs, check the resulting (newer) log file.  If some of the same errors remain, contact support@empoweringsystems.com for assistance in remedying the problems.  Please note the “DocID” numbers on the first few rows to make sure the errors aren’t actually different ones.  Many errors can appear to be the same, but be for different documents.  If the newer log has different DocID’s, the errors on the previous log must be fixed and you can repeat Steps 3 – 6 to attempt repairing these errors as well.

8. Tips for fixing some common errors are as follows:

Error Message
Solution To Try

“Critical: AMCommission DocID: xxxxxxxx  Error:  is not linked to a Billing.”

     -or-

“Critical: AMCommission DocID: xxxxxxxx  Error:  does not have an a associated Billing.”

This indicates that the billing originally used in processing the AMCommissions has either been deleted or otherwise “detached” from the AMCommission.  (You can tell this because once you open that AMComm and click the “Billing” hyperlink in the upper right corner, no billing will open).

    • Click the document link in the verify log to open the AMCommission. Use the information on the document to try and locate the corresponding Billing (i.e. by Invoice #, Principal, Customer, etc) in one of the Billings views.  If you think you’ve found the right billing, open it, and click View > Acct Mgr Commissions to see if other AMComms are already linked to that billing.  
    • If no AMComms display, contact ESI Support as we may be able to reattach the AMComm to the Billing.
    • If AMComms do display, but they are a duplicate of the one erring on the Verify log, contact ESI Support so we can remove the duplicate AMCommission.
    • If you cannot find the associated Billing at all, refer to your prior commission statements and re-enter the Billing if necessary, then reprocess the AMCommissions (using the correct dates).  Contact ESI Support to remove the now-duplicate AMCommission.

“Critical: Booking DocID: xxxxxxxx  Error: AM Effective splits do not total 100%”

(Note:  This error can appear for SalesRecords as well)

This means the AM Effective Splits found on the “Splits” tab of the document do not equal 100% as required.

    • Visit the Splits tab and look in the right-most column “Effective Splits”.  The figures in this column must equal 100% altogether.
    • Usually clicking Edit/Save on the document will force a recalculation of the Effective Splits.
    • If not, click on the first tab of the document and re-pick the involved accounts (i.e. Customer, CEM, Distributor, etc) and that will refresh the split rates.

“Critical: SalesRecord DocID: xxxxxxxx  Error: Invoice#: xxxxxxxx has a problem with Account Manager commissions”

This is usually the result of someone modifying financial fields on the Billing, thereby changing the Billing Total or Firm Commission amount after AM Commissions have been processed.  Because AMComms do not receive updates, this causes a discrepancy between the Billing and the AMCommission (which is why you receive a warning when clicking “Edit” on a Billing for which AMComms have already been processed).

    • Click the document link to open the sales record, then click “View > Acct Mgr Commissions” to see the linked AMComms in the embedded view.  Compare Billing and/or Firm Commission totals between those two documents and you will likely find them to be different.
    • To fix this error, you can try either readjusting the financial fields on the billing back to matching the AMCommission (eliminating the discrepancy).  Alternately, you can completely delete the billing (which should also remove the AMCommissions as well.  Then re-enter the billing using the correct totals, and re-processing AMCommissions.  Care should be taken to use the correct/original dates.

“Critical:  SalesRecord DocID:  xxxxxxxx Repairable Error:  Invoice # xxxx has an inconsistency error found in Account Managers.”

This billing probably has different salespeople listed on the front of it, than the ones found on the Splits tab.  This is sometimes caused by an incomplete update when accounts are reassigned in AccountManager.

    • Compare the names of the salespeople listed on the front of the billing, with those found on the Splits tab.
    • On the front of the billing, repick the account that had the discrepancy to pull through the current salesperson assignment (i.e. if the Distributor account manager listed on the front of the billing was Bob, but the Dist. account manager listed on the Splits tab was John, you would repick that Distributor account on the front of the billing to refresh that assignment.
    • Make sure to check your split rates, and adjust if needed.

“Critical: SalesRecord DocID: xxxxxxxx  Error: Invoice#:  xxxxxxxx  Blank PrinLocDocID field.”

(Note:  This error can appear for Bookings as well)

Information from the Principal account profile has not populated all of the necessary fields of this document.

    • Click the document link to open the sales record.
    • Click “Edit” button, and “OK” to any warnings about modifying the billing.
    • Re-pick the Principal account on the sales record, then Save and Close.

“Critical: SalesRecord with DocID: xxxxxxxx  Invoice#: xxxxxxxx  Non-Canonical AccountManager was found.”

Contact ESI Support to fix this type of error as we have a utility that can fix these in bulk.

9. Contact support@empoweringsystems.com if/when you see the same errors (for the same DocIDs) consistently on multiple logs, as these errors will require review by Technical Support.

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