Resolve NetSuite sync errors

Overview

The SuiteApp includes functionality to identify and manage errors that occur during sync from ServiceTitan to NetSuite. Sync errors typically occur due to missing data, incorrect configuration, or mapping issues.

Access the Sync Errors screen

To view and manage sync errors:

1. Navigate to the ServiceTitan Tenant Configuration Record in NetSuite.

2. Click Sync Errors.

This opens a list of all recorded sync errors associated with the selected tenant.

Error details

The Sync Errors screen includes the following information:

• Transaction Link: A hyperlink to the affected record in ServiceTitan or NetSuite.

• Error Message: A description of the sync failure, including details such as unmapped accounts, missing customer/vendor records, or invalid subsidiary mappings.

• Transaction Type: Identifies the type of record that failed to sync (e.g., Invoice, Payment, Vendor Bill).

• Timestamp: The date and time the error was logged.

Reset sync errors

The Sync Errors screen allows users to requeue failed records for sync by resetting their status in ServiceTitan to Pending Sync.

There are two reset options:

• Reset Individual Errors: Select Reset for a specific error to requeue a single transaction.

• Reset All: Use the bulk reset option to requeue all listed errors at once.

After reset, the transactions will be included in the next scheduled or manually triggered sync.

Recommendations

• Review error messages before resetting, as some errors may require updates in ServiceTitan or NetSuite to resolve the root cause.

• If errors persist after reset, further investigation may be required to adjust mappings or resolve data issues.

NetSuite errors

Transaction was not complete. A journal entry must have at least one debit line and one credit line, and debits and credits must balance.

ServiceTitan sent a journal entry with a single line. NetSuite requires balanced entries. Review the journal entry in ServiceTitan and add offsetting debit or credit lines and resync.

Bill cannot find associated ServiceTitan Purchase Order

Purchase Order (PO) failed to create during Vendor Bill sync. A bill requires a PO. Fix errors on PO, receipt, bill, reset failed records in ServiceTitan, and resync.

Receipt cannot find associated ServiceTitan Purchase Order (id XYZ) in NetSuite

PO failed to create during receipt sync. A receipt requires PO. Address issues with PO or Receipt, reset both in ST, and retry sync.

One line journals from ServiceTitan are not supported in NetSuite

ServiceTitan is generating a one-line journal due to the Deposit Workflow setting being set to Undeposited Funds, which results in an unbalanced entry. Update the Deposit Workflow setting in ServiceTitan to avoid one-line journals. Then reprocess the transaction.

The journal entry has multiple Business Units which are attached to different Subsidiaries. Please either update the Business Unit Mappings to ensure that all of this journal's Business Units have the same Subsidiary or change the ServiceTitan setting to group journals by Business Units.

The journal entry includes lines from business units (BUs) mapped to different subsidiaries in NetSuite, which is not allowed for a single journal. You can either:

• Update BU mappings in NetSuite so all BUs in the journal are mapped to the same subsidiary, or;

• Enable the Group journals by Business Unit setting in ServiceTitan to split the journal by subsidiary.

Zero dollar invoices are not supported for AR Document Sync

Update the invoice in ServiceTitan to have a non-zero total, then resync.

Job NNNNNN is not mapped to a NetSuite Job

The SuiteApp is trying to sync a transaction tied to a job in ServiceTitan that does not have a matching project in NetSuite. Check if the corresponding project exists in NetSuite.

• If it exists but there is no sync record, create a sync record linking the ServiceTitan job and NetSuite project.

• If the project does not exist, create it in NetSuite and then create the sync record.

Could not find a NetSuite vendor named Multi Vendor VENDORNAME that is marked as Available To ServiceTitan

The SuiteApp located or created a vendor sync record for a ServiceTitan vendor, but the corresponding NetSuite vendor record does not have Available to ServiceTitan enabled.

Locate the vendor record in NetSuite, enable the Available to ServiceTitan checkbox, then rerun the vendor sync from ServiceTitan.

No mapping found for Accounts: NNNN : Prov for Inventory Adjustments (Scarp/Shrinkage) (NNNN) or No mapping found for Accounts: NNN : Name of Account

An item on the transaction points to a NetSuite account that is not mapped in the SuiteApp.

Ensure the account exists in NetSuite, is marked as Available to ServiceTitan, has an Account Item created for it, and is properly mapped in the SuiteApp's GL Mapping screen.

Invoice XYZ not found

A transaction, for example adjustment or payment, is referencing an original invoice that hasn't synced. The original may have synced as a Journal Entry or is still in an error state.

Locate the original invoice in ServiceTitan, resolve its sync status, and then reattempt the sync of the related transaction.

Manually set to 'InProgress'

A sync object has failed or errored and has been reset to inProgress in ServiceTitan. It is ready to be resynced.

Resync object and then batch.

Missing NetSuite Payment PAYMENT TERM NAME

A payment term included on a transaction being synced from ServiceTitan includes a Payment Term that has not been set up in NetSuite.

Create a Payment term in NetSuite that matches the payment terms in ServiceTitan. Make sure the terms match exactly. Reset and resync object.

In NetSuite, go to Setup > Accounting > Accounting Lists > New.

Want to learn more?

• See NetSuite integration

• See NetSuite FAQ