Frequently Asked Questions
Before requesting support, please see if your question is answered below:
I need to invoice a customer, but I do not have access to the Sales Order menu in Unit4 Web. Who do I contact?
I am having trouble with the customer I am trying to invoice – e.g., the contact person is missing, outdated information or the customer does not exist in Unit4. What do I do?
Is it possible for my supervisor/manager to review my Sales Order before it is submitted to Finance?
How do I review a Sales Order created by one of my team members?
I have clicked on the Export button to take an invoice preview, but I am unable to download the PDF preview. What do I do?
If I am able to take a preview of an invoice in the Sales Order screen, does this mean the invoicing process is complete and I can send this preview to the customer?
Is it possible to attach a document when creating a Sales Order to be included when invoicing the customer? What if I want to attach a document but do not want the customer to see it (only to be viewed internally at JIBC)?
What happens after I create/submit a Sales Order? How do I track my Sales Order requests?
How do I know if my Sales Order has been invoiced?
Who do I contact if my Sales Order is in approval (not yet invoiced), and I need to make changes?
The JIBC contact information at the bottom of the invoice page has changed for my department. How do I update this?
My customer has not received the PDF invoice sent through Unit4. What do I do?
My customer requires JIBC to upload invoices to their vendor portal. How do I retrieve a PDF copy of the invoice?
I cannot find the future “Service From” and “Service To” dates that I need in the Sales Order form. What do I do?
I have fixed the task list, but my task is still there – it has not disappeared. What do I do?
How do I determine what service to and from dates to use?
I need to invoice a customer, but I do not have access to the Sales Order menu in Unit4 Web. Who do I contact?
Please ask your manager or supervisor to complete a Sales Order Support (Program Area Staff) service request, to request access.
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I am having trouble with the customer I am trying to invoice – e.g., the contact person is missing, outdated information or the customer does not exist in Unit4. What do I do?
If you cannot find your customer in Unit4 or require the contact information to be updated, please complete a Sales Order Support (Program Area Staff) service request. Please include the customer changes or new customer information under “Details.” For new customers, please ensure to provide the following: customer’s name and acronym (if applicable), address, and contact’s full name, phone number and email address.
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Is it possible for my supervisor/manager to review my Sales Order before it is submitted to Finance?
Yes; please refer to the “Sales Order for Review” section in the Sales Orders - Program Area User Guide for instructions on saving in “Parked” status. Note that the system will send a reminder alert to the reviewer for any Sales Order parked for more than three days.
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How do I review a Sales Order created by one of my team members?
You can open the Sales Order from the Sales Order menu if you know the Sales Order number. If you do not know the number, run the “Parked Sales Orders” report to see a list.
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I have clicked on the Export button to take an invoice preview, but I am unable to download the PDF preview. What do I do?
Click on “Custom” under Report Engine > click on the TSO011_InvoicePreview Report. Note that the invoice might not download immediately – please be sure to wait a few moments. In case of an error message, complete a Sales Order Support (Program Area Staff) service request.
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If I am able to take a preview of an invoice in the Sales Order screen, does this mean the invoicing process is complete and I can send this preview to the customer?
No; the invoicing process is not complete until the validation, approval and invoicing of Sales Orders steps are completed by Finance. Please do not forward any invoice previews to customers.
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Is it possible to attach a document when creating a Sales Order to be included when invoicing the customer? What if I want to attach a document but do not want the customer to see it (only to be viewed internally at JIBC)?
Both scenarios are possible. Please refer to the “Attaching Backup Documents” section in the Sales Orders - Program Area User Guide.
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What happens after I create/submit a Sales Order? How do I track my Sales Order requests?
Once the Sales Order is submitted, it goes through a workflow approval process. You can view where the request is at in the workflow process through “Workflow Enquiry – Sales Orders.” Please refer to the “Open Workflow Enquiry” section in the Sales Orders - Program Area User Guide. If a Sales Order has not been invoiced after more than 10 days, please complete a Sales Order Support (Program Area Staff) service request.
Use the “Track All Sales Orders and “Track My Sales Orders” reports to track your Sales Order requests. Please see the “Sales Order Tracking Enquiries” section of the Sales Orders - Program Area User Guide for further details.
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How do I know if my Sales Order has been invoiced?
Generally, Sales Orders will be invoiced within 5 working days following submission. You can check the status of a Sales Order through the “Track All Sales Orders” and “Track My Sales Orders” reports. If a Sales Order is rejected, you will receive an email alert immediately.
For approved/invoiced Sales Orders, invoices will be sent out via email as per the email option selected.
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Who do I contact if my Sales Order is in approval (not yet invoiced), and I need to make changes?
Please complete a Sales Order Support (Program Area Staff) service request. Include your Sales Order Number in the form. Accounts Receivable will hold off on the validation/approval process.
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The JIBC contact information at the bottom of the invoice page has changed for my department. How do I update this?
Please complete the Sales Order Support (Program Area Staff) service request. Under “Details,” indicate your department name, the cost centre (or multiple cost centres) to which the change applies and the updated contact information.
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My customer has not received the PDF invoice sent through Unit4. What do I do?
You can print a PDF copy of the invoice from the “Archived Invoice” function and send it to your customer. Please refer to the “Access Archived Invoices” section of the Sales Orders - Program Area User Guide. Please also be sure to review that the email address for the customer is correct. If you need to make changes to the customer’s address or contact information, complete a Sales Order Support (Program Area Staff) service request. Please include the customer changes under “Details.”
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My customer requires JIBC to upload invoices to their vendor portal. How do I retrieve a PDF copy of the invoice?
You can retrieve a PDF copy of the invoice from the “Archived Invoice” function and upload it to your client’s vendor portal. Please refer to the “Access Archived Invoices” section of the Sales Orders - Program Area User Guide.
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I cannot find the future “Service From” and “Service To” dates that I need in the Sales Order form. What do I do?
Please complete a Sales Order Support (Program Area Staff) service request as soon as possible to have your future dates added to the Sales Order, as adding future dates can be time-consuming and could delay the invoicing process.
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I have fixed the task list, but my task is still there – it has not disappeared. What do I do?
The Unit4 Web task list may take a few minutes to update. If your task list has not cleared after 20 minutes of task completion, please complete a Sales Order Support (Program Area Staff) service request.
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How do I determine what service to and from dates to use?
Please see the document Sales Orders – Entering Service Dates (Examples) for examples on how to use service dates. For any further questions, please complete a Sales Order Support (Program Area Staff) service request.
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