Solutions to common problems
This section assists you in finding solutions to problems you might be experiencing. Each part in this section identifies a problem. For each problem, symptoms that identify the cause of the problem are identified. Solutions are provided for each symptom.
Dashboard does not show data
Assuming that you have assigned a business view to a user group in User management and you are a member of that group, here's what might be behind that blank dashboard.
The dashboard reflects data that has come into BTI within the past week. So, if your dashboard isn't showing data, that could just mean that there aren't any documents from the past week. Keep in mind that documents are counted based on the date on which they were processed.
You can still search for data that has come into BTI outside of the past seven days, or change the date range for what is shown in your dashboard counts.
Documents missing from the transaction flow
Uncorrelated documents, otherwise known as stand-alone documents, are not included within a full transaction flow. A document might not be used with a particular trading partner and therefore is not represented in the flow related to that partner.
Stand-alone documents do not have a key identifier that BTI uses to correlate them with other documents into flows.
Line items crossed out
If any line items in your Order or Acknowledge milestones are crossed out, they were either canceled or rejected.
Crossed out line items in the Order milestone were canceled by the buyer after the purchase order was issued. Only part of the order was canceled, so your transaction flow will proceed normally with the non-canceled items. If the buyer issues an 860, or Purchase Order Change Request, your Order milestone will turn green again.
Crossed out line items in the Acknowledge milestone were rejected by the seller after the purchase order was issued. Similarly to the Order milestone, your transaction flow will proceed normally with the non-rejected items. If the seller issues an 860, or Purchase Order Change Request, your Acknowledge milestone turns green again.
Transaction flows not processed
If you have a transaction flow that BTI cannot process, it's likely because of a syntax error in the EDI data. For example, an integer might be incorrectly listed as a decimal, or a date might be missing. When an EDI syntax error in a document is associated with a transaction flow, the flow cannot be processed, and you cannot see any information about the milestones.
To find out which document caused the error, use InFlight to check the SCBN document code that is shown with the broken transaction flow. Copy the SCBN document code from BTI and paste it into the InFlight search bar, using Search for doc code as your search parameter. Make sure that the date of the document you are looking for falls within the Start date/time and End date/time of your search. When you find the document in InFlight, use the Document detail screen to examine the File details, Event details, and Attachment details to troubleshoot the error.
- Lack of proper GS01 value for each supported document.
- A component separator (>) when no composite elements exist.
- A composite delimiter (~) that is identical to the element delimiter.
If the error originated with a document that you sent, your EDI specialist might be able to resolve the underlying issue. If the error originated with a document that you received, your trading partner must resolve it. You can also contact IBM Support for help with diagnosing and resolving the problem.
After the underlying cause of the error is resolved, resend the document the same way it was sent initially so that the transaction flow will display in BTI.
SCBN Hub trading partner names do not display in BTI
Your trading partner names need to be added to SCBN Hub before they will show up in BTI.
Company administrators can add trading partner names in SCBN Hub by going to , and either adding each name manually or uploading a file. If you are a company user, you will need to ask your company administrator to edit this information.
When you log back into BTI, your trading partner names will be visible.
Data disclaimer displays
If you are missing an "Original" order, if some documents in your flow are being ignored, or if there is low confidence in the correlation of some of your data, you might see a disclaimer on your document flow screen.
Missing "Original" order
Your Order milestone history pane includes an 850 (purchase order) or 875 (grocery purchase order) with a purpose code of something other than "Original," but it does not include an "Original" 850 or 875. Or, it includes an 860 (purchase order change request) when no purchase order was received. You might or might not have line items.
If you don't have any line items, your 850 (purchase order) or 875 (grocery purchase order) might not have arrived yet, or it might be formatted incorrectly for BTI. If your trading partners confirm that the transaction does include line items, contact IBM Support to troubleshoot the issue.
If you do have line items, they came from an 850 (purchase order) or 875 (grocery purchase order) with a purpose code other than "Original," or an 860 (purchase order change request). In these cases, the first document that is received is regarded by BTI as the original order, but the information might not be up to date. For example, in an 850 (purchase order) or 875 (grocery purchase order) with a purpose code of "Change," the line item quantities from these documents are displayed in your Order milestone. However, the "Original" line item quantities are not known, so the information that is displayed might be inaccurate. To verify that your data is correct, contact your trading partner.
Ignored documents
If BTI is ignoring some documents in a flow, it's either because of their purpose codes or because a certain document is missing.
In some cases, if an "Original" purchase order was already received, subsequent purchase orders with certain purpose codes are ignored and their information is not incorporated into the Order milestone.
In other cases, if you are missing a certain type of document, subsequent documents might not be processed.
In a final case, if a purchase order has a purpose code that BTI does not understand yet, such as "Other," this information might not be incorporated properly into your Order milestone. To verify that your data was incorporated correctly, contact your trading partner.
Documents that are not incorporated into your line items are noted in the Milestone history pane.
Low confidence in data correlation
In order to correlate your documents into flows, BTI compares many fields in those documents. When these fields match, BTI understands that they are related. Sometimes, however, these fields do not match, but other things about these documents are similar; for example, a certain percentage of their strings might be the same. In these cases, BTI correlates them because they are most likely related, but its confidence in the correlation is lower. This scenario might cause you to see a "low confidence" disclaimer about your data. Examine these documents to verify that they belong in your transaction flow.
Documents with low confidence in their correlation are marked in the Milestone history pane.
Invoice milestone incorrectly shows a Complete status
If you have an invoice that is not completely paid, but is still showing as Complete in BTI, it could be because your anchor milestone is something other than Order or Acknowledge. If your anchor is Ship or Invoice, and if there is at least one payment for an invoice, it is considered Complete in BTI whether the bill has been completely paid or not.
BTI does not check quantities or dollar amounts on invoices or payments.
Line item data does not display in the Acknowledge milestone
You were looking for line item data in a purchase order acknowledgment, but the Acknowledge milestone summary page is not showing any line items. There are several possible explanations for this.
Many suppliers use purchase order acknowledgment documents as blanket commitments. That is, instead of acknowledging each line item individually, the supplier just commits to the order and gets all the items ready for shipment. If this is the case, then Business Transaction Intelligence doesn't have any individual acknowledged line items to show.
It could also be that your documents haven't been configured properly. If the data displayed in the UI is not correct, contact your company administrator or IBM Support. They have access to our cognitive document configuration feature and can adjust how data is mapped from the content of your documents into the UI.
Your line items can also be missing due to an error. For example, maybe something went wrong with the document data. If you think that there was an error and you can't identify the reason for it, you can contact IBM Support to work things out.
In the case BTI doesn't support a document type yet, be patient as we expand our horizons.
Summary fields display dots instead of actual data
Sometimes, the text for the personal names in the summary pane are masked with dots to protect personally identifiable information.
A GDPR notice in the summary pane explains: Some of the following data has been removed due to the EU General Data Protection Regulation.
This means that the data was removed from the system because a user or company requested that their personally identifiable information be purged from the system.
Session time out
Session timeouts occur one hour after a session becomes idle.
Customer Center controls the length of your sessions, so you are unable to reconfigure them. The session does not resume where you were when it times out, so you must start over when you log back in.
Login error
Sometimes you might have problems getting into Customer Center or accessing BTI. Here's what you can do to work your way in.
A single sign-on (SSO) error can be caused by an internal failure that prevents you from accessing Customer Center. For example, a server that communicates with Customer Center may be down due to an outage. If you're struggling with an internal error, contact your system administrator to see whether an B2Bi SaaS customer support representative needs to get involved.
If you are able to log in to Customer Center but can't access BTI, you can try to narrow down the problem by checking whether your other B2Bi SaaS applications are showing the same symptoms. Are InFlight and B2B Analytics working normally? Knowing the answer to this question will help if you have to contact IBM B2Bi SaaS Customer Support about a login error.
A login error might also be the result of invalid user credentials. Check with your company administrator to see whether you have been granted access to Customer Center and BTI.
Have you forgotten your password or has it expired? No worries! You can reset it through the Customer Center home page.
Cannot find order
There are several things you can do if you are having trouble locating an order.
First, make sure you are in the correct business view. Orders are specific to certain business views, so this is an important thing to check. Second, modify your search. Try adding other search parameters if your searches have been more general, or taking out some of them if your searches have been more specific. In some cases, Watson does not support searching for certain parameters on their own. For example, you cannot just search for an order status by itself. You need to add an order number, a sender name, or something else like that to your query. Lastly, validate that the order is in InFlight and check the status of it. If the document shows up in InFlight but not BTI, reach out to IBM B2Bi SaaS Customer Support.
Cannot find 315 or 214 shipment status documents
Shipment documents (315s and 214s) that are not associated with an advanced shipment notification or purchase order are not shown in BTI.
This might be due to a problem correlating the documents or unsupported references and might require configuration of the document. Find the document in InFlight and analyze whether it has supported references to the advanced shipment notification or purchase order documents that might require configuration.
Dashboard does not show updated data
The dashboard doesn't refresh automatically. To refresh the dashboard manually, you can click the BTI banner. Your dashboard should now account for the most recent changes in your data.
Ship milestone shows incorrect line item data
BTI might be showing data from a different hierarchical level (HL) in the 856 ASN document.
- Open the Document configuration tool from the Settings menu.
- Select or add the 856 document type.
- Click the gear to show additional settings.
- Select the appropriate option in the Hierarchical level code menu.
For example, PACK and ITEM levels can each store line item data. PACK describes item data associated with product in packs like how many packs of the product are being shipped in the order. While ITEM breaks the product down to identify how many pieces/items in total are in all of the packs. If the purchase order is buying product with a PACK related unit of measure then you want to associate the item data in the 856 from the PACK level so the line totals match.
Order date is displayed as N/A
In the Milestone summary, the Order date is the date from the first 850 or 875 transaction document in the flow. If there is no associated 850 or 875, the date is displayed as N/A (not available).
Document configuration changes do not display
After you update a document configuration, it might take several minutes for the new configuration to become effective. Verify that the changes are displayed in the document configuration tool before processing data.