Who this is for. Everyone who uses AR Remittances.
Availability. Everyone.
Overview
Auditoria provides support through implementation, configuration, and ongoing use of your Auditoria products. The Customer Success team works with you to keep integrations running and to address issues.
Before you raise a case about a remittance, check where its document is and what happened to it. The last table in this article lists the details to include in your request.
Support channels
The support portal is the route for anything you need to track, since it holds the ticket and its status. Email reaches the team directly.
Table 1. Channels for reaching Auditoria support
| Channel | How |
|---|---|
| Support portal | Submit and monitor tickets, view status updates, and correspond with the support team on the support portal. Sign in or register to see your ticket information. |
| Support email | Reach the team directly at support@auditoria.ai for any question or to open a support request. |
| Customer Success | For ongoing engagement and advice, contact the Customer Success representative assigned to your organization, if there is one. |
Checks before you contact support
Each check shows where a remittance is or what happened to it. The table gives the place to look and what you learn there.
Table 2. Where to look before you raise a case
| Check | Where to look | What it tells you |
|---|---|---|
| Instance and mailbox | The ERP: and Mailbox: pickers at the top of the console | Which instance the console is showing, and its mailbox. Pick the instance whose mailbox received the email. |
| Documents sub-tab | The Active Data, Written to SoR, and Dismissed Documents sub-tabs of the Documents tab. Each sub-tab has a search box in its toolbar. | Whether the document is waiting for review, written to your system of record (SoR), or dismissed. |
| Who acted on it | The Written By column in Written to SoR. The Dismissed Reason, Dismissed By, and Dismissed Date columns in Dismissed Documents. | Who wrote the document. Who dismissed a document, when, and why. |
| Customer Match Status | The Customer Status column, or Customer Match Status on the document page | Whether the document has a Known customer. In Active Data, a document with an Unknown customer offers only Dismiss in its row menu. If the status is Unknown or Unenrolled, match or enrol the customer first. See Customer Hints. |
| Document history | View Document History on the document page | Each change to the document, when it happened, and who made it. |
| The email | The Mailbox, opened from the envelope icon after the last tab | Whether each attachment created a document, in the Document Created column. Expand an attachment to see its document's Classification and Document Status. Currently Present In shows the Documents sub-tab it is in, such as Active Data. |
| Your role | Roles and Access | Which tabs and actions your role gives you. |
Details to include in a request
Give these details for each remittance you ask about. Most of them come from the console.
Table 3. Details that identify a remittance
| Detail | Where to find it |
|---|---|
| Your organization and role | The picker at the top right of the console header shows your organization. Include the role you were working in. |
| The instance | The ERP: picker. The Mailbox: picker shows its mailbox. |
| The customer | The Customer Name column, or Customer on the document page, which also shows the customer ID. |
| The attachment name | The Attachment Name column, or the file name in the preview pane of the document page. |
| The sub-tab and status | The Documents sub-tab the document is in, and its Status or Document Status. |
| The received date | The Received Date column. |
| The payment number or transaction reference | The Payment Number and Transaction Reference columns, if the document has them. |
| What happened | What you expected and what happened instead. Give the time it happened, with your time zone. |
| How far it reaches | Whether it affects one document, one customer, or every document. |