Billing & Procurement

Ticket charge statuses, billing code errors, and procurement order issues.

Written By Victor Raessen

Last updated 20 days ago

Billing & Procurement

Troubleshooting billing code errors, procurement orders, and charge-related issues.

Ticket charge statuses

When quotes are synced to a PSA, ticket charges can have several statuses:

StatusMeaningAction

Pending

Charge is queued for sync to the PSA

Wait for the next sync cycle

Synced

Charge has been successfully created in the PSA

No action needed

Error

Charge failed to sync

Check Settings > Tools > Issues for the error details

Cancelled

Charge was cancelled before or during sync

See "Charges cancelled" section below

Charges cancelled (Autotask)

Ticket charges may be cancelled when:

  • The quote was retracted or declined after the charge was created

  • The billing code mapping changed and the existing charge is no longer valid

  • An admin manually cancelled the charge

To resolve: review the quote status, verify billing code mappings, and re-order if needed.

Billing code errors

  • "BillingCode does not exist or is invalid" — The product category is not mapped to a valid Autotask billing code. Go to Settings > Integrations > Autotask > Category Billing Codes to fix the mapping.

  • Wrong billing code applied — Check category-to-billing-code mappings. Products inherit the billing code from their category.

Procurement queue issues

  • Order not appearing in queue — Only quotes ordered from distributors with ordering support (Ingram Micro, TD Synnex) appear in the procurement queue.

  • Order stuck in "Processing" — The distributor API may be slow or temporarily unavailable. Check the error details and retry.

  • "Invalid customer number" — The ordering credentials need to be updated at Settings > Distributors.

Order fulfillment errors

  • Products unavailable at distributor — The product may be out of stock or discontinued at the distributor since the quote was created. Check current availability in the Marketplace.

  • Expired OAuth tokens — For Ingram Micro ordering, OAuth tokens expire. Re-authenticate at Settings > Distributors if orders fail with authentication errors.

See Procurement for the full ordering workflow.

See also