Work with alerts and provider outages
Acknowledge alerts, understand deadlines, and handle a provider outage with a second person's approval of the contingency.
Before you begin
- Alerts are raised by the background worker and the daily scan. They are not e-mails; look at them on the Dashboard and the Alerts page.
Handle alerts
- Open E-invoicing > E-invoicing > Alerts. The tab To acknowledge is the default.
- Read the severity, kind and message. Click a row that has a submission to open it.
- Deal with the cause, then click Acknowledge. Acknowledging needs
einvoicing.operate.
The Dashboard lists the 12 newest unacknowledged alerts. Only one alert of the same kind for the same submission is raised per company day.
Common alerts:
| Alert | What to do |
|---|---|
| A submission was rejected | Open it and see Repair or correct a rejected e-invoice |
| No answer from the provider | The system will ask before sending again; use Ask the provider if urgent |
| Could not be delivered after N attempts | Fix the cause and click Retry |
| A credential expires or expired | Bind a replacement (see Onboard a provider and manage credentials) |
| Not ready | The company has no active onboarding with the provider; activate or reinstate it |
| Deadline | The document must reach the authority by the stated time (UTC) |
Deadlines
A policy can give a deadline in hours from creation. For Saudi simplified invoices it is 24 hours. The Dashboard tile Deadline at risk counts items whose deadline is within 6 hours. If the escalation time is 6 hours, an alert is raised once when 18 hours have passed, and a second one when the deadline passes. A standard invoice still not cleared after the policy's escalation time raises "is still not cleared, so it has not been issued". A status unknown for too long raises its own alert (4 hours for the UAE).
The report Unknown and deadline queue lists everything still owed an answer.
Provider outages
When three send attempts in a row get no answer, the worker opens an outage case for the provider and raises a red alert. A person can also open one.
- Open E-invoicing > E-invoicing > Provider outages.
- To report one, click Report an outage, choose the Provider and describe what is happening. Only one outage can be open per provider.
- Open the case to see the reason, the waiting documents (queued plus unknown) and the contingency.
- A person other than the one who opened the case, with
einvoicing.activate, clicks Approve contingency and describes the contingency and the official rule that allows it (at least 10 characters). Your own contingency is refused: "Somebody other than the person who prepared this outage's contingency must approve it." - When the provider is back, the first accepted submission closes a detected outage by itself. A manual outage needs Close outage.
What happens next
Approving a contingency records the decision only. It does not issue any document or change any legal state. Queued documents are sent when the provider answers again, and no document is sent twice.
Good to know
- Only a policy that names an official rule can allow issuing offline, and in this release that setting is recorded only.
- The outage side panel finds a case only on the first page of the list.