KNOWLEDGE BASE

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Documented fixes from real tickets. If the answer is here, applying it costs you nothing.

• When hours are deducted from your balanceHours leave your balance at one moment only, and several things people expect to cost hours do not. What costs nothing Reading the knowledge base. Self-service answers always cost zero hours. Raising …
• What happens after you raise a ticketFrom the moment a ticket is raised to the moment it is resolved, these are the steps and who acts at each. 1. Consultants are notified Every consultant whose profile lists the ticket's track is told i…
• How to top up your hour packageMSAMM support is prepaid. You buy a package of hours and draw on it as work is done, and you are never billed per ticket. Buying more hours Sign in and open Buy hours in your client console. Packages …
• How to raise a support ticketA ticket is how you reach an MSAMM consultant about a specific problem. Raising one Sign in and open Raise a ticket . Describe the problem, and say what you have already checked. A consultant reading …
• How refunds work for hour packages and coursesBoth are requested from inside your account, and both are decided by a person at MSAMM. The Refund Policy is the document that governs; this article describes how to ask. Hour packages Within 14 days …
• VBCSA VBCS page loads but shows no data after deploymentA Visual Builder page works in the Designer and renders empty once deployed, with no visible error. Most likely causes The service connection is authenticated as the developer, not the runtime user. A…
• DBATablespace keeps growing after purge programs stopped runningSpace consumption climbs steadily and the usual housekeeping appears to be scheduled. Most likely causes The purge is scheduled but erroring on every run. A failing recurring job can look identical to…
• Technical & DevA scheduled report times out but runs fine interactivelyA report returns quickly when run on demand and fails or times out on its schedule. Most likely causes The scheduled run has different parameters. An interactive run often carries a narrow default; th…
• HCMPayroll costs do not reach the general ledgerPayroll completes and the costs never appear in the ledger. Most likely causes Transfer to Subledger Accounting has not run. Costing and transfer are separate processes; a costed payroll is not a tran…
• FinanceA payment process request completes and leaves invoices unpaidThe payment process request finishes, some invoices pay, and others are silently left behind. Most likely causes The invoice does not match the selection criteria. Pay group, payment method, currency,…
• SCMAn item cannot be ordered in one organization but works in anotherThe same item is orderable in one inventory organization and rejected in another. Most likely causes The item is not assigned to that organization. Definition is master-level; availability is per orga…
• OICAn integration reports success but the target system never receives the dataThe integration instance completes without error and nothing arrives at the other end. Most likely causes The target accepted the message and rejected it later. An asynchronous endpoint acknowledges r…
• EPMAn EPM data load completes successfully but loads zero rowsA data load rule reports success, and the target intersection is unchanged. Most likely causes Every source row was rejected by mapping and the rule still reports success. A load that maps nothing is …
• OICAn integration creates duplicate records downstreamThe same order, invoice, or record appears twice in the target system, often minutes apart. Most likely causes A retry after a response that was lost, not failed. The target processed the message and …
• DBAQuery performance dropped suddenly after a statistics gatherReports and screens that were acceptable yesterday are slow today, with no change to the code. Why this happens Fresh statistics can produce a different execution plan. Usually that is an improvement;…
• Technical & DevA spreadsheet data load fails part-way throughThe load starts, processes some rows, and stops — often with an error that names a process rather than a row. Six steps, and the order is not negotiable Template, CSV, zip, upload, interface, import. …
• SCMA purchase order is stuck in pending approvalThe order sits in pending approval with no approver shown, or with an approver who says they never received it. Three places to look Nearly every instance of this is answered by one of three, in this …
• FinanceApproved invoices are not reaching the general ledgerInvoices show as approved and validated, and their accounting does not appear in the GL. Approval is the wrong thing to look at, and that is why this costs a day. Approval is a workflow state about au…
• FinanceThe subledger does not tie to the general ledger after closeA reconciliation shows a difference between a subledger and the GL for a period that has been closed. Most likely causes Transactions were accounted but not transferred. Accounting creates entries; tr…
• HCMStaff cannot submit or clock out on their time cardThe submit action does nothing, spins indefinitely, or returns a validation message that names no field. Start with how many people it affects One worker, one group, or everyone — that single question…
• HCMAbsence accruals look wrong for someone hired mid-monthA worker hired part-way through a period receives a full period's entitlement instead of a proportion, or receives nothing at all. Most likely causes The accrual plan has no proration rule. Without on…

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Reading the knowledge base never uses your support hours.