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When specific records exist in a provider’s portal that do not exist in Work 365, and these records cannot be synced automatically, Work 365 will create an unresolved reference for that record on the Provider invoice which may prevent it from syncing to Work 365. Here are the recommended steps to follow when addressing unresolved references:

Go to Work 365 > Provider Invoices > Change the view to Inactive Provider Invoices > open the provider invoice. Look in the notes section of the provider invoice. Are there any csv files?

A warnings.csv file will list data that is missing, however the it will not prevent the import process from completing. Typically, the missing data referenced will refer to subscriptions which do not have the product field filled in. It is a best practice that all subscriptions be real subscriptions with the product field filled in. However, this is not a requirement.

An errors.csv file will list references which must be resolved in order for the import process to completed.  

  • Unresolved customer references: This can happen where a customer has a tenant in Partner Center, but the tenant has not synced to Work 365 as a provider account. This can also happen if a customer has cancelled their services with a Partner, but they still have the Partner listed as a Partner of Record or delegated admin on their tenant.
    • To fix this issue, please follow the steps below:
    • Go to Work 365 > Provider Accounts
      • Ensure that all records the “Account” correctly mapped to the appropriate CRM account.
      • Copy the ID listed on the errors.csv file for the customer reference. Try to identify the customer with that ID in Partner Center by looking at previous reconciliation files provided by the provider.
        • If the customer name is found:
          • On the Work 365 > Provider Account page: Create a new provider account
          • Paste the name of the customer tenant in the Provider Name field.
          • Search for that customer’s account record in CRM. If it doesn’t exist, create one.
          • Select the automatic provider
          • Copy the customer’s ID listed on the errors.csv file, and paste it in the Provider Specific Account ID.
        • If the customer name is not found:
          • Create a new account in CRM as a dummy or unknown account.
          • On the Work 365 > Provider Account page: Create a new provider account
          • Add the provider name as an unknown or dummy customer.
          • Search for the unknown or dummy account create from before in the account field
          • Select the automatic provider
          • Copy the unresolved customer reference ID listed on the errors.csv file, and paste it in the Provider Specific Account ID.

  • Unresolved subscription references: This can happen when a subscription exists in Partner Center, but it can’t be created in Work 365 automatically. Examples of this are:
    • Customers with Azure subscriptions that have moved from pay as you go with Microsoft, or with a distributor, to the CSP program under a Partner’s tenant. What happens is two separate subscription IDs get created in Partner Center. Only one of those IDs automatically syncs to Work 365 as a subscription. This issue is addressed in the article handling the migration of Azure subscriptions in Work 365.  
    • Partners leveraging Shared Services in Partner Center. These are currently not supported in Work 365, thus these subscriptions cannot be created automatically.
    • To fix this issue, please follow the steps below:
      • Copy the unresolved subscription ID listed on the errors.csv file, and Try to identify the customer with that ID in Partner Center.  
      • If the customer name is not found:
        • Create a new CRM Account called Unknown Customer
        • Create a billing contract called unknown customer
        • Create a new subscription on this contract called unknown subscription.
        • Provider: Do Nothing Provider
          • This is really important. The Provider must be a do nothing provider, otherwise the provider portal will simply create a new subscription with a new subscription ID, and the unresolved reference will not be resolved.
        • Subscription ID: Paste the unresolved subscription ID listed on the errors.csv file.
      • If the customer name is found:
        • Go to the customer’s billing contract in Work 365. If the customer does not have a billing contract create one.
        • Add a new subscription:
          • Subscription type: If the subscription is an Azure subscription, create a usage based subscription. If the subscription is license based, create a license subscription.
          • Product: search and select the product for the subscription
          • Adjust prices as needed. If it’s an Azure subscription, add the markup %.
          • Quantity: add the appropriate quantity if it’s a license subscription
          • Provider: Do Nothing Provider
            • This is really important. The Provider must be a do nothing provider, otherwise the provider portal will simply create a new subscription with a new subscription ID, and the unresolved reference will not be resolved.
          • Subscription ID: Paste the unresolved subscription ID listed on the errors.csv file.
  • Unresolved currency references: Ensure that the currency on the Provider Invoice is available in Dynamics 365.

Once the references are resolved, the manually sync the provider invoice to Work 365.

  • Unresolved product reference: are the result of products not being selected on the subscription form

    The product errors are warnings to update the data. They do not prevent the system from syncing Provider Invoices. To resolve the warning:
    • Do an advanced find in CRM for subscriptions with missing Products.
    • Search and add the appropriate Products for all the Subscriptions. This should resolve the warning. 

If the references are not being resolved following these instructions, please reach out to support@work365apps.com.