Troubleshoot review

Troubleshoot review in Proactis

[Posted on 22 October 2012]

Following a review of the troubleshoot process in Proactis, and consultation with each Faculty Finance team, we have rationalised the process to ensure consistency, as follows:

• Troubleshoots will now go to the Order Originator, which in the case of Requisition-based orders will be the Buyer.
• Troubleshoots may be referred to the Budget Holder if the Buyer is unsure
• Budget Holders will now all have the 'Accept Price Variance' option
• Budget Holders can refer the troubleshoot back to the Buyer if a credit note is required
• Buyers will have the 'Request Credit Note' option

This change brings a greater of consistency to the process and removes some anomalies associated with the multiple builds that existed before Support Process Review was carried out.

What is a Troubleshoot?

Troubleshoots occur during the invoice process and typically occur when:

• The invoice total is for a greater amount than the order value.
• The item has not been receipted by the recipient.

Resolving a troubleshoot allows the invoice to be processed for payment.