Troubleshooting in Ventoo Case Management

New entity names do not appear in the UI

Translation app not (re)deployed or session not reloaded

Review naming, deploy the translation app, then sign out and back in.

After a code change the old generator still runs

Wrong deployment order

Keep the order: rebuild base app → naming → deploy translation app → sign out/in.

AI suggestions missing in the wizard

Company details missing or service unreachable

Enter company name/website; otherwise use generic defaults and configure manually. The call is optional.

Wizard does not start automatically

Setup already marked as complete

Restart via Case Management Setup → Run Setup Wizard.

No primary customer on the case

No billable relationship exists

Mark a relationship as Billable; the bill-to customer is resolved and the primary customer derived.

Billing is blocked

Billing percentages exceed 100% (with "Enforce Billing Pct. 100%" on)

Check the percentages of the billable relationships (Validate Billing); sum ≤ 100%.

Contact does not appear in the relationship lookup

Contact not linked to a customer billable in the context

Check the contact's business relation/customer link.

Party name (relationship) stays blank

The party's display name was not computed

Save the party again (heals the display name); for resources the resource name is used as a fallback.

Activity is not billed

Status not Approved, Billing Waived set, no billed duration, or already invoiced

Check the Billing Readiness field in the Activity Billing Monitor and address the cause.

Activity cannot be created/changed

Date outside the allowed range

Check Allow From/To in the general settings or user mapping.

Process step cannot be advanced

Empty required attributes or unapproved activities (gate "Require All Activities Approved")

Fill required attributes or approve open activities.

External hours do not flow into the purchase invoice

Activity not approved or wrong Invoice Type

Approve the activity; set Invoice Type to Purchase or Sales & Purchase.

No Primary Customer

Create a billable relationship.

No Billing Profile

Set a profile on the case/engagement/customer or as the default.

Not Due Yet

Interval not reached yet (not an error).

Below Minimum Amount

Amount below the profile's minimum.

Fully Billed

Already fully billed (not an error).

No Contract Amount / No Installment Count

Fixed price: set the contract amount/installment count on the case.

No Milestone Steps / Not at Milestone Step

Milestone: set milestone amounts on the process steps or reach the step.

No Retainer Amount / Already Billed This Period

Retainer: set the flat amount or the period is already billed.

User does not see cases

No/too narrow visibility level, or no visibility-granting role

Set party + level in User Mapping; if needed link a role with Grants Case Visibility.

Action/field is greyed out

Role capability removed or BC permission missing

Check the role capability matrix or assign the appropriate permission set.

Visibility wrong after changes

Materialized visibility out of date

Rebuild via the user mapping (Refresh My Visibility); it is recomputed at change points automatically.

Dimensions visible in a factbox despite missing permission

Host page without a visibility gate

Use the current app version; factboxes are gated by the See Dimensions capability.

Old totals remain after changing engagement/scope

Posted case ledger entries are frozen snapshots

Run Reassign Ledger Entries (capability Manage Context): reversal + reassignment to the new context.

Margin/internal cost is not shown

Post Internal Cost Entries disabled or resource unit cost = 0

Enable internal cost in the general settings; maintain the resource unit cost.

Credit memo/cancellation leaves an invoiced activity

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On cancellation/credit memo, activities are reset to Approved automatically and can be billed again.