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TAPR Docs

Workflow Issues FAQ

Troubleshooting guide for approval workflow problems.

Invoice stuck in status

Section titled “Invoice stuck in status”

Q: Invoice stuck in “Pending Approval”

Section titled “Q: Invoice stuck in “Pending Approval””

A: Approver hasn’t taken action.

Check:

  1. Is approver active and available?
  2. Did approver receive notification?
  3. Is escalation configured?

To resolve:

  1. Contact approver directly
  2. Reassign to another approver
  3. Wait for escalation to trigger

Q: Invoice stuck in “Review”

Section titled “Q: Invoice stuck in “Review””

A: AP Clerk hasn’t submitted yet.

Check:

  1. Are there validation errors?
  2. Is PO matching required?
  3. Is clerk aware of the invoice?

Q: Invoice stuck in “Posting”

Section titled “Q: Invoice stuck in “Posting””

A: ERP posting is failing.

Check:

  1. Review posting error details
  2. Check ERP connection
  3. Verify ERP data mappings
  4. See Connection FAQ

Wrong approver assigned

Section titled “Wrong approver assigned”

Q: Invoice went to wrong person

Section titled “Q: Invoice went to wrong person”

A: Approval rules need adjustment.

Check:

  1. Review Approval Rules configuration
  2. Check rule priorities
  3. Verify rule conditions match invoice

To fix immediately:

  1. Open the invoice
  2. Click Reassign
  3. Select correct approver

To prevent:

  1. Adjust rule conditions
  2. Fix rule priority order
  3. Add missing rules

Q: All invoices go to same person

Section titled “Q: All invoices go to same person”

A: Only default approver is configured or rules not matching.

Check:

  1. Are approval rules created?
  2. Are rules enabled?
  3. Do rule conditions match any invoices?

Q: Approver changed but old invoices still assigned

Section titled “Q: Approver changed but old invoices still assigned”

A: Rule changes don’t affect existing assignments.

Options:

  1. Reassign invoices manually
  2. Use bulk reassign feature
  3. Wait for new invoices to use new rules

Escalation problems

Section titled “Escalation problems”

Q: Escalation not triggering

Section titled “Q: Escalation not triggering”

A: Escalation may not be configured correctly.

Check:

  1. Is escalation enabled in Tapr Settings?
  2. What are the escalation timeframes?
  3. Is backup approver configured?
  4. Is the scheduled job running?

Q: Escalation went to wrong person

Section titled “Q: Escalation went to wrong person”

A: Escalation path not configured correctly.

Check:

  1. Review User settings for backup approver
  2. Check rule-specific escalation target
  3. Verify manager relationships

Q: Getting too many escalation reminders

Section titled “Q: Getting too many escalation reminders”

A: Timeframes may be too aggressive.

Adjust:

  1. Increase reminder interval
  2. Adjust escalation threshold
  3. Reduce notification frequency

Auto-approval problems

Section titled “Auto-approval problems”

Q: Auto-approval not working

Section titled “Q: Auto-approval not working”

A: Conditions not met.

Check:

  1. Is auto-approval enabled?
  2. Does invoice meet amount threshold?
  3. Is PO matching required?
  4. Is vendor on trusted list?

Common issues:

  • Amount slightly over threshold
  • PO variance exceeds tolerance
  • Vendor not in trusted list

Q: Invoices auto-approving that shouldn’t

Section titled “Q: Invoices auto-approving that shouldn’t”

A: Thresholds may be too high.

Review:

  1. Auto-approval amount threshold
  2. PO match tolerance settings
  3. Trusted vendor list

Adjust settings to be more restrictive.

Notification issues

Section titled “Notification issues”

Q: Approvers not receiving email notifications

Section titled “Q: Approvers not receiving email notifications”

A: Email delivery problem.

Check:

  1. Is email configured in Tapr Settings?
  2. Check spam/junk folders
  3. Verify approver email address
  4. Check email server logs

Q: Getting too many notifications

Section titled “Q: Getting too many notifications”

A: Notification settings too aggressive.

Adjust:

  1. Navigate to User settings
  2. Configure notification preferences
  3. Reduce reminder frequency

Q: Notifications delayed

Section titled “Q: Notifications delayed”

A: Email queue or scheduling issue.

Check:

  1. Email background job running
  2. Email server queue
  3. Notification scheduling settings

Permission problems

Section titled “Permission problems”

Q: “Permission denied” when approving

Section titled “Q: “Permission denied” when approving”

A: User lacks approval permission.

Check:

  1. User has AP Manager or Approver role
  2. Role has approval permissions
  3. User is assigned as approver for this invoice

Q: Can’t see certain invoices

Section titled “Q: Can’t see certain invoices”

A: Legal entity permissions.

Check:

  1. User has access to the Legal Entity
  2. Role permissions for the entity
  3. Data visibility settings

Q: Can’t reassign invoices

Section titled “Q: Can’t reassign invoices”

A: Reassignment requires specific permission.

Check:

  1. User has reassignment permission
  2. Target approver is valid
  3. Invoice is in assignable state

Testing workflows

Section titled “Testing workflows”

How to test approval rules

Section titled “How to test approval rules”
  1. Create a test invoice
  2. Set amount/vendor to match rule
  3. Submit for approval
  4. Verify correct approver assigned

How to test escalation

Section titled “How to test escalation”
  1. Submit an invoice
  2. Reduce escalation timeframe temporarily
  3. Wait for escalation to trigger
  4. Verify backup approver notified
Section titled “Related”
  • Understanding approvals – How workflows work
  • Approval rules – Configure rules
  • Escalation – Configure escalation