Troubleshoot Common Errors with Civica Integration

  • Updated

This article outlines the solutions for the most frequent errors encountered when using the Advanced Contract Management (ACM) Civica plug-in integration. Use this guide when the automatic creation or linking of an ACM contract fails due to data or connection issues.

Prerequisites

To troubleshoot or resolve these issues, you must have:

  • Admin role permissions in ACM to refresh the Civica integration sync.

  • Access to the Civica Authority system to check and create Vendor or Contract Manager records.

Fixes

This section describes the fixes for common errors, ordered by frequency.

1. The Vendor listed against this contract can't be found in Civica

Issue: The Vendor assigned to the contract in ACM cannot be found in Civica. Vendor records are matched by ABN.

image (68).png

Fix:

  1. Navigate to Civica Authority and create the Vendor record there.

  2. In ACM, navigate to the affected contract.

  3. Go to Settings > Civica Integration.

  4. Refresh the sync to allow the automatic creation/linking of the contract.
    image (69).png
     

2. The Contract Manager listed against this contract can't be found in Civica

Issue: The Contract Manager assigned to the contract in ACM cannot be found in Civica. User records are matched by email address.
image (70).png

Fix:

  • Option A: Create the User in Civica

    1. Navigate to Civica Authority and create the user (Contract Manager) record there.

    2. In ACM, navigate to the affected contract.

    3. Go to Settings > Civica Integration.

    4. Refresh the sync.

  • Option B: Reassign in ACM

    1. Reassign the Contract Manager in ACM to a user who already exists in Civica.

    2. In ACM, navigate to the affected contract.

    3. Go to Settings > Civica Integration.

    4. Refresh the sync.

      image (71).png

3. Contract Data Invalid

Issue: The data in the ACM contract has an issue that prevents Civica from processing it. This can include:

  • Contract number is longer than 20 characters.

  • Contract number has a forward slash (/) in it, and the integration is with Civica Authority (On-Premise).

    image (73).png

Fix:

  1. Review the contract data against the examples above.

  2. Edit the contract in ACM to correct the invalid data (e.g., shorten the contract number, remove the forward slash).

  3. Go to Settings > Civica Integration.

  4. Refresh the sync.

If you have reviewed the data and it appears accurate, please reach out to Support who will investigate.

4. The system failed to authenticate with Civica

Issue: There is a problem with the integration credentials or an issue preventing the system from connecting to Civica.

image (72).png

Fix:

  • This error usually requires technical investigation. Please reach out to Support who will investigate the integration credentials and connection.

Results / Validation

After successfully applying a fix and refreshing the sync, the contract should automatically be created or linked in Civica, and the error should no longer display on the ACM contract.

What's Next / Related