Resolving Unresolved References on a Provider Invoice in Work 365

Applies to: Work 365, Dynamics 365
Audience: Administrators, Billing Teams

Overview

In Work 365, unresolved references on a Provider Invoice occur when records from a provider’s portal do not have corresponding entries in Work 365, preventing successful synchronization. This guide outlines steps to identify and resolve such issues.

Identifying Unresolved References

1. Access the Provider Invoice

✅ Navigate to: Work 365 > Provider Invoices

✅ Switch the view to Inactive Provider Invoices to locate invoices with issues.
✅ Open the specific Provider Invoice in question.

2. Review Attached Files

✅ Within the Notes section of the invoice, look for attached CSV files:

Resolving Unresolved References

1. Unresolved Customer References

❌ Cause:
Occurs when a customer exists in the provider’s portal but lacks a corresponding record in Work 365.

✅ Solution:
✔ Navigate to: Work 365 > Provider Accounts

✔ Ensure each provider account is correctly mapped to a CRM account.
✔ If a Customer ID from the errors.csv file is unrecognized:

1️⃣ Create a new provider account with the customer’s details.
2️⃣ Map it to the appropriate CRM account.
3️⃣ Enter the specific Provider Specific Account ID as noted in the errors.csv file.

2. Unresolved Subscription References

❌ Cause:
Occurs when a subscription is present in the provider’s system but not in Work 365.

✅ Solution:
✔ Copy the unresolved subscription ID from the errors.csv file.
✔ Identify the associated customer in the provider’s system.
✔ In Work 365, navigate to the customer’s Billing Contract.
✔ Add a new subscription with the following details:

✅ Save the subscription to resolve the reference.

3. Unresolved Currency References

❌ Cause:
The currency specified on the Provider Invoice is not available in Dynamics 365.

✅ Solution:
✔ Ensure that the currency on the Provider Invoice matches an active currency in Dynamics 365.
✔ If discrepancies exist, add or activate the required currency in Dynamics 365.

4. Unresolved Product References

❌ Cause:
Products are not selected on the subscription form, leading to missing product data.

✅ Solution:
✔ Perform an Advanced Find in Dynamics 365 to locate subscriptions missing product associations.
✔ Update each subscription by selecting the appropriate product.

Finalizing the Process

✅ After resolving all unresolved references, manually sync the Provider Invoice to Work 365:

1️⃣ Navigate to: Work 365 > Provider Invoices

2️⃣ Select the affected invoice.
3️⃣ Click on Sync Provider Invoice to initiate synchronization.

? For detailed guidance, refer to: Work 365 Documentation on Handling Unresolved References

Conclusion

By following these steps, you can effectively resolve unresolved references on Provider Invoices in Work 365, ensuring successful synchronization and accurate billing records.