Troubleshoot Raley Procurement and Sales Quotes issues

Documentation Index

Fetch the complete documentation index at: https://docs.raleyapps.com/llms.txt

Use this file to discover all available pages before exploring further.

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Symptom Index

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PO Status Not Advancing

Symptom: A purchase order is stuck in a status (e.g., “Pending Approval”) and cannot be moved to the next step. Likely causes:

• The approval workflow requires a specific approver role that has not been assigned in the project
• The current user does not have the Finance or Approval role required to advance the status
• A mandatory custom field on the order line is empty

Fix:

1. Check the user’s role in Project Settings → Purchase Orders → User Roles
2. Confirm the approval workflow configuration matches the PO’s department — go to Project Settings → Purchase Orders → Approval Tiers
3. Open the PO and check for any required fields flagged in red

If the workflow is correctly configured and the PO is still stuck, contact support with the Jira issue key.

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Approver Not Notified

Symptom: An approval request was submitted but the assigned approver did not receive an email or Jira notification. Likely causes:

• The approver’s email address is not verified in Jira
• The Raley Emails Notifications app is not configured with a trigger for approval events
• Jira’s own notification scheme is suppressing the notification

Fix:

1. Verify the approver’s Jira account has a confirmed email address
2. If using Raley Emails Notifications for approval emails, check that a workflow trigger is set for the relevant transition in Apps → Emails Notifications → Triggers
3. Check Jira’s project notification scheme under Project Settings → Notifications and confirm approvers are included in the relevant event

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CSV Import Errors

Symptom: A CSV import fails, shows an error, or imports fewer products than the file contains. Likely causes:

• The file has a header row (the importer expects no header)
• A row is missing both column 1 (description) and column 2 (SKU) — at least one is required
• The price column (column 3) contains a currency symbol or non-numeric character
• The file separator is not one of the accepted options (comma, semicolon, or pipe)

Fix:

1. Remove the header row from your CSV file
2. Make sure every row has at least a description or SKU value in columns 1 or 2
3. Strip all currency symbols from column 3 — only digits and a decimal point are accepted (e.g., 29.99 not $29.99)
4. Re-select the correct separator when uploading

Invalid rows are skipped. After import, check the confirmation count against your expected record count to identify how many were skipped. See Importing Products from CSV for the full file format reference.

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Incorrect PO Totals

Symptom: Currency or tax amounts on a purchase order don’t match expectations. Likely causes:

• The product’s unit price was entered as a gross price (tax included) but the tax rule is also being applied, causing double-counting
• The wrong tax rate is assigned to the product
• Multi-currency conversion rates are outdated

Fix:

1. Open the product in Project Settings → Suppliers → Products and confirm whether the unit price is gross (tax included) or net
2. Check the tax rate assigned to the product and compare it against your configured tax rules in Project Settings → Purchase Orders → Tax Management
3. For multi-currency orders, review and update exchange rates in Project Settings → Purchase Orders → Currency Management

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API Authentication Errors

Symptom: API calls return HTTP 401 Unauthorized or 403 Forbidden. Likely causes:

• The API key is missing from the Authorization header
• The API key has been regenerated in the app settings, invalidating the old key
• The API key belongs to a different Jira project than the one being queried

Fix:

1. Confirm the request includes the header: Authorization: <your-api-key>
2. Go to Apps → Raley Procurement → API & Integrations and copy the current key — regenerating creates a new key and immediately invalidates the previous one
3. Verify the issueKey or resource in your request belongs to the same Jira project where the API key was generated

See API and Integrations for the full endpoint reference.

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PDF Output Issues

Symptom: A generated PO PDF is missing fields, shows placeholder text, or has incorrect formatting. Likely causes:

• The PDF template references a custom field that does not exist in the current project
• Required order fields (supplier, currency, or order lines) are empty
• The PDF layout was customized but the changes were not saved

Fix:

1. Open the PO issue in Jira and confirm all required fields are populated before generating the PDF
2. Go to Project Settings → Purchase Orders → PDF Customization and verify the template uses only fields that exist in this project
3. Save any pending template changes and regenerate the PDF

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Permission and Visibility Issues

Symptom: Users can see purchase orders, supplier data, or approval configurations they should not have access to. Likely causes:

• The user has a broader Jira project role than intended (e.g., Project Admin) that overrides app-level restrictions
• App-level user roles (Finance, Viewer, Approval) have not been configured — all project members default to full access if roles are not set

Fix:

1. Go to Project Settings → Purchase Orders → User Roles and assign explicit roles to each user or group
2. Users with the Jira Project Administrator role bypass app-level restrictions by design — limit this role in Project Settings → People
3. Review security release notes for your installed version: Security 2021 and Security 2022

If you suspect unauthorized data access has occurred, contact support immediately.

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Still Need Help?

• Service Portal: inversionpoint.atlassian.net/servicedesk
• Email: support@raleyapps.com

We respond to all requests within 1 business day (Mon–Fri, 8am–9pm GMT+2).

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