2884705 - Troubleshooting SAP S/4HANA Cloud Public Edition for Invoice Processing by OpenText

This KBA document describes what information to include when opening an case for SAP S/4HANA Cloud Public Edition for Invoice Processing by OpenText

• SAP S/4HANA Cloud Public Edition for Invoice Processing by OpenText 
• SAP S/4HANA Cloud Public Edition for Invoice Processing OCR by OpenText         

Provide required information from Triage checklist to assist in root-cause analysis when creating an case:

1. Provide summary description of issue including error messages encountered

2. If the issue is reproducible supply step by step document or use tool like Microsoft Problem Steps Recorder

3. The Product version and SP involved? Are you using OpenText VIM On Cloud or On-Premise?

4. Have you purchased the separate license for activating scope item '1LE Invoice Processing by OpenText'?

5. Did SAP Cloud Operations team confirm that content of scope item 1LE is activated and Live in the system?

6. Do any of the following match and solve the problem:

a.) In ‘Upload Supplier Invoices’ app the processing status is set to ‘Invoice Draft Created’ immediately after executing the upload.

Reason:

Image uploaded in not supported file format (supported types are: PDF, TIF, JPEG, PNG)

Recommendation

Upload images in supported file format or convert images to supported file format

Used company code is not activated for CIP so check if content of scope item 1LE is activated in customer system

Validate that used company code is activated in Self-Service Configuration UI for Company Code Settings for Invoice Processing by OpenText

Communication to OCR service not installed correctly? Then case should be sent to Cloud Operations (XX-S4C-OPR-SRV) to install communication based on scenario configuration guide. Please return and we will forward it them directly.

b.) In ‘Upload Supplier Invoices’ app the processing status is switched from ‘Transferred’ to ‘Invoice Draft Created’ after about 15 minutes

OR the invoice draft in ‘Supplier Invoices List’ app just contains company code information

Reason

Uploaded image is invalid (blank page / black page / no invoice / non-Latin character set)

Recommendation

Check invoice image and upload valid invoice

c.)In ‘Upload Supplier Invoices’ app the processing status is switched from ‘Transferred’ to ‘Invoice Draft Created’ after about 15 minutes 
or alternatively in the invoice draft in ‘Supplier Invoices List’ some extraction fields are not transferred from the invoice image (for extraction fields see Install Instructions in Best Practices Explorer)

Recommendation
OCR extraction was not successful for some fields and case should go to OpenText Support for review

d.)In ‘Upload Supplier Invoices’ app the processing status is switched from ‘Transferred’ to ‘Invoice Draft Created’ after about 4:30 hours OR
The invoice draft in ‘Supplier Invoices List’ app just contains company code information

Recommendation:
Communication to OCR service is not working correctly. case must go to SAP Cloud Operations (component XX-S4C-OPR-SRV) for review

e.)For Document upload in ‘Upload Supplier Invoices’ app is not working / failing with error

Reason

Issue in upload functionality

Recommendation

Incident must be forwarded to SAP component MM-FIO-IV for further review

OpenText, CIP, Cloud Invoice Processing, S/4HANA, S4HANA, Troubleshooting, Upload Supplier Invoices, Draft, Transferred, OCR, extraction, image, app, file format , KBA , XX-PART-OPT-CIP , SAP S/4HANA Cloud for Invoice Processing by OpenText , Problem