Billing & Procurement

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

Written By Victor Raessen

Last updated 4 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
PendingCharge is queued for sync to the PSAWait for the next sync cycle
SyncedCharge has been successfully created in the PSANo action needed
ErrorCharge failed to syncCheck Admin > Tools > Issues for the error details
CancelledCharge was cancelled before or during syncSee "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  • The quote was retracted or declined after the charge was created
  • The billing code mapping changed and the existing charge is no longer valid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 Admin > 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 Admin > 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 Admin > Distributors if orders fail with authentication errors.

See Procurement for the full ordering workflow.

See also