Proactive Support Case Management for the SAP Concur Connector for NetSuite

[#1]

What are proactive support cases?

Proactive Cases are automatically generated when data transfer issues arise between SAP Concur and NetSuite. NetSuite's case management system aggregates errors for up to one week and then alerts the customer. If there is no response after two weeks, the case is closed.

Types of data issues

• Data validation issues happen when the data in Concur and/or configured in the integration is not valid for NetSuite.
  
• Connectivity issues are caused by cloud outages, invalid credentials, server errors or by jobs running during maintenance.

Reviewing attached error messages

Proactive cases for data validation errors contain an error summary attachment for each integration run in error, suffixed by the run date:  

The file contains the rejected NetSuite data, including Batch Date, Batch ID, Report ID, Employee ID, and NetSuite Error Message:  

In this example, the Report ID and the NetSuite error message are highlighted, where the selected location internal id 93 is not valid for subsidiary internal id 1.

Finding knowledge articles

SAP Concur maintains a variety of Knowledge Base Articles (KBAs) on common integration error messages and requests. To find solutions for a proactive case error message, simply search by the NetSuite error message in our knowledge base. The knowledge base articles can be accessed by:  

1. Logging into your SAP Concur account, 
2. Click Help > Contact Support 
3. Enter the issue, request, or error message in the “Ask Us Anything” search bar. 
4. Find the article matching your issue with ‘NetSuite…’ in the title. 

For queries on field mapping or other integration features from Concur to NetSuite, reply to the support case either by case comments or email. 

FAQs

How do I reply to a support case by email?  

You may reply to the received email notification, including support-updates@concur.com. The received alert message contains a reference code to link your reply to the correct case.

I am not receiving case email notifications for the Concur connector for NetSuite, how do I solve this issue?  

Create a SAP Concur support case to update the proactive case notifications contacts list, and make sure to add support-updates@concur.com to your list of approved email contacts.