Data Feed Troubleshooting and Error Messages

Overview

Simpro Data Feed extracts data from emails and attached documents to automatically generate new workflows in Simpro Premium and save time on manual entry.

Data Feed is designed to be flexible and work with a range of documents. But this flexibility means that setting it up might take a bit of work to ensure it’s processing efficiently.

Scenario Solution Tips
Setting up Data Feed with Multi-Company A feed can only be set up to process work or material in a single company, regardless of our multi-company setup. For example, if you have three companies, even if you have Shared Stock enabled, a receipt purchase order feed created in Company 1 can only be used to receipt items in Company 1, not Company 2 or 3. If items need to be receipted into Company 2 and 3, they will each need a separate feed. You may be able to work around only having feeds in certain builds by setting up a process to manage this. For example, you may have a feed set up to process orders in one company, and manually process stock transfers to distribute materials into other companies.
Asked to provide login credentials when accessing Data Feed and unable to proceed If you are using Safari or a macOS or iOS device it could be due to the prevention of cross-site tracking. In Safari, go to Settings > Privacy, disable Prevent cross-site tracking. In Chrome on a macOS device open the Settings > Third Party Cookies and enable Allow third-party cookies.  
Feed is not recognising a document Go to Utilities > Data Feed > Feeds and click on an existing feed to access the Feed Configuration. When a feed asks you What type of attachment will the message contain? You can set the feed to Any Attachment rather than a specific attachment type. This can potentially prevent issues with the feed recognising documents.  
A feed is only processing the first row in a CSV file Go to Utilities > Data Feed > Feeds and click on an existing feed to access the Feed Configuration. Ensure that the Business Rule - Create multiple objects per document is enabled.  
Unable to map a field to be extracted. When testing extraction the wrong text from the document is appearing. Confirm the browser zoom is set to 100%. Try different extraction techniques starting with Word Patterns, Table and then Position Coordinates. Note that Position Coordinates should only be used as a last resort as it is only viable if the data being mapped appears in the exact same position on every document.
Unable to map a table on a multi-page document. If you have a document that spans over multiple pages ensure to use the Table (Advanced) extraction technique. The Table (Simple) technique is not suitable for multi-page documents. If the table is split onto multiple pages, each page must contain column headers.
Data Feed is not processing any orders and nothing is showing in the event log The document might not be sending to the Data Feed Mailbox address, or the forwarding rule relies on parameters that are not being met. Check the mailbox address is correct and ensure any forwarding rules are up to date. Try manually sending a document to the Data Feed Mailbox.
Unable to upload an email to the dashboard when creating a new feed, or the Documents tab. Upload the email from Data Feed > Messages and click Upload And Process Message > Browse or drag the email and select a feed to process. Do not worry if this doesn't process as failed documents can ONLY be used for data extraction. Forward email to a new Mailbox prior to creating the new Feed
Email forwarding rules are preventing data extraction. If the client has email forwarding rules that send messages to the mailbox being used for a feed, data might not be extracted effectively. If this is the case the client will need to consult their IT administrator to configure their forwarding rules, or ensure messages are being sent directly to the feed’s mailbox.  
The wrong site is being added to quotes or jobs created by feeds. The wrong site being added to a quote or job is usually due to how Data Feed searches for sites that are associated with the relevant customer and suburb. Ensure that the feed is mapped correctly and check if the site exists and ensure its details match the feed exactly.  
Advanced table mapping not working on laptops/or certain laptops. Wrong information is being picked up from the mapped area. Try mapping using a standard monitor 1920x1080 at a minimum.  
Error Message Solution Tips
Message appears when navigating to Utilities > Datafeed
There seems to be some problem..server says Error INT-1 There was an error creating your Data Feed account. Contact Help Desk. The customer support consultant will likely disable Data Feed and re-enable it to resolve the issue.
Data Feed is not available There was an error creating your Data Feed account. Contact Help Desk. The customer support consultant will likely disable Data Feed and re-enable it to resolve the issue.
Email and Document Processor There was an error creating your Data Feed account. Contact Help Desk. The customer support consultant will likely disable Data Feed and re-enable it to resolve the issue.
Message appears under Data Feed > Events Log
no RuleSet, so the message cannot be processed automatically

Under Feed Configuration ensure the feed has an Email Matching Rule setup. Go to Data Feed > Events Log to ensure the rule is matching.

Check that the correct mailbox address is assigned to the feed that has been used to process the email.

The email will need to be re-sent. Go to Data Feed > Messages, select the email and manually select the feed to re-process. Multiple email matching rules are treated as "and" and not "or".
Job Order Number Exists Confirm that there are no jobs with the associated Order Number. Access the Feed Configuration to allow a feed to be processed if a job with the same order number already exists. You may prefer not to create jobs with duplicate order numbers. The document may need correcting rather than the feed configuration.
Not enough data to process feed as the following data field(s) is/are missing: Site Check using the failed example to confirm how the site extraction is set up. Compare this to the site cards to determine if the naming convention matches. If not then recommend the feed creates a new site or they assign a specific site on the feed configuration. If the site cannot be found, try using the post code and checking the state is correct.
Mailbox Error :: Does not have the permission to send or receive the email to the desired mailbox address Create a new mailbox and assign it to the existing feed. If the issue continues try copying the existing feed with the new mailbox. Your IT administrator might need to enable permission to forward to an external email address.
Supplier Invoice has already been used Check the relevant purchase order and invoice number and ensure it hasn’t already been created. It’s possible that the document may have been sent to the feed multiple times.  
Due Date is Required Check the feed to ensure a due date is mapped and the document that is being processed to ensure it includes a due date. Check to see if the build has Mandatory Due Date enabled in Setup > Defaults > Jobs / Quotes > Mandatory Due Date on Creation > Service
Advanced table mapping not working on laptops/or certain laptops. Wrong information is being picked up from the mapped area. Try mapping using a standard monitor 1920x1080 at a minimum.  
Unable to update status. Check priority or enable 'Ignore Status Priority' in Simpro. For quote and job feeds the status preselected under Feed Configuration > Initial Status needs to have Ignore Status Priority enabled. Go to System > Setup > Status Codes and open a status code to turn on Ignore Status Priority.  
Invalid response time The create job feed has been created with a response time mapped, but the response time included in the document doesn’t match exactly. Compare the response time in the feed document, and ensure it matches the capitalisation and spacing used in System > Setup > Response Times.