Troubleshooting Common CrmLeaf Issues
All editions. Entries referencing an add-on apply only where that module is enabled.
Part 16 · Appendices5 min read
Availability: All editions. Entries referencing an add-on apply only where that module is enabled.
Overview
This appendix collects the issues that generate the most support contacts, with the documented cause and resolution for each. Support agents can work straight down the relevant table.
Access and Visibility
| Issue | Possible cause | Resolution |
|---|---|---|
| A user cannot see records that they know exist | Their permission scope is owned or added | Change the scope on their role, or assign the records to them. See Understanding Roles, Permissions and Record Visibility |
| A whole module is missing from the sidebar | The module is not included in the package, is not enabled, or the role's scope is none | Confirm plan inclusion, enable the module, then set the scope |
| A screen is not where the manual says it is | Menu layouts are configurable per edition and per user | Use Search, or check Quick Access and the "More" fly-out |
| Records disappeared without explanation | A different Organization workspace is selected | Switch back to the correct workspace |
| A permission change had no effect | Role changes apply at next sign-in | Sign out and sign in again |
| Two users report different report totals | Different permission scopes or different workspace | Compare both before assuming a reporting fault |
Sales and Finance
| Issue | Possible cause | Resolution |
|---|---|---|
| An accepted estimate did not create an invoice | The estimate was not accepted through the public signed link, or an invoice was already created for it | Confirm the estimate status is accepted and check whether an invoice already exists. Invoice creation happens once only |
| An accepted proposal did not create an invoice | Expected behaviour - proposals do not generate invoices | Create the invoice, or use an estimate where automatic conversion is wanted |
| A client cannot open a document link | The document was not sent, or the validity date has passed | Check the status and validity date, then resend |
| An online payment did not appear | The gateway is not configured for the company, or the callback did not complete | Confirm gateway configuration, then reconcile the payment record |
| Milestone invoicing is unavailable for a milestone | One of three guards has failed: the milestone is not complete, the project has no client, or the milestone was already invoiced | Complete the milestone, attach a client to the project, and confirm it is not already invoiced. See How to Invoice a Completed Project Milestone |
| A milestone invoice total is lower than expected | Amounts derive from approved, unbilled billable work only | Approve outstanding timesheets and requisitions, then generate again |
Projects, Tasks and Time
| Issue | Possible cause | Resolution |
|---|---|---|
| Time cannot be entered manually | The project's manual time log setting is disabled | An Administrator or project administrator enables manual time logging on the project |
| Logged time is not on the invoice | The time is not marked billable, or is not approved | Mark the time billable and approve it before billing |
| A task will not move to the completed column | The task is in the waiting approval column pending an approver's action | The approver approves or rejects it with a comment |
| Budget figures show N/A | The value cannot be computed yet - this is deliberate rather than an error | Wait until enough actuals exist. See How to Read Budget vs Actual and EVM Analytics |
| Budget amounts cannot be edited | Approval locks the amounts | Create a revision, which clones the budget to a new draft version |
| Actuals disagree with expectation | Only approved expenses and approved timelog earnings roll up | Check for unapproved source records, and review the Uncategorised row |
Human Resources and Payroll
| Issue | Possible cause | Resolution |
|---|---|---|
| A payslip did not generate for an employee | No salary structure is assigned, or the employee is outside the selected cycle or department | Assign the salary structure and confirm the cycle and department selection |
| Payroll figures look wrong | Attendance or leave for the period is not finalised, or salary components changed mid-period | Finalise attendance and leave, then review the salary structure before regenerating |
| An hourly leave deducted an unexpected amount | Hourly leave deducts a fraction of a day proportional to shift length | Compare the hours taken against the shift length. See How to Apply for Leave by the Hour |
| A leave application is rejected by the system | The window falls outside the shift, exceeds the shift length, or overlaps existing leave | Adjust the dates or times and reapply |
| Clock-in is refused | The assigned shift, location settings or a forced biometric requirement is preventing it | Check the shift assignment and attendance settings |
| A biometric device is offline | Device connectivity or configuration | Check device status and queued commands. See How to Connect and Manage Biometric Devices |
| Statutory amounts differ from expectation | Rates or thresholds configured do not match current requirements | Verify against Regional Payroll Compliance Reference and your compliance advisor |
Procurement and Inventory
| Issue | Possible cause | Resolution |
|---|---|---|
| A delivered purchase order is not available when creating a bill | The most common procurement issue. The order must be delivered and not already billed, and must belong to the selected vendor. Each order can be billed only once | Update the delivery status, confirm no bill exists, and confirm the vendor. See How to Create a Bill from a Delivered Purchase Order |
| An unexpected vendor credit appeared | A vendor payment exceeded the amount billed, which automatically creates a credit for the excess | Apply the credit to a future bill, or correct the payment |
| An unexpected expense labelled as a vendor payment appeared | Recording a vendor payment automatically creates a corresponding expense | Expected behaviour - no action needed |
| Available stock is lower than the quantity on hand | Available is calculated as quantity minus reserved minus stock-out | Review reserved quantities and open dispatches |
| Stock did not reduce after a delivery | Inventory deduction on dispatch requires the Purchase module | Confirm the module is enabled |
| A vendor cannot submit pricing | The quote was not sent, or the public link was not delivered | Resend the request and confirm the vendor received the link |
Support, Integrations and Mobile
| Issue | Possible cause | Resolution |
|---|---|---|
| Tickets are not being assigned automatically | Round-robin assignment is not configured, or no agents are enabled in the group | Configure the group and enable agents. See How to Set Up Round-Robin Ticket Assignment |
| Emails are not becoming tickets | The Email Ticketing module is not enabled, or the mailbox connection has failed | Enable the module and reconnect the mailbox, then run a manual sync |
| Push notifications are unwanted or missing | Mobile push follows the email notification channel. There is no separate push switch | Adjust email notification preferences. See How to Manage Mobile Push Notifications |
| An AI assistant cannot see expected data | Access runs as the signed-in user, so the same permission scopes and add-on requirements apply | Review the user's permissions and token abilities. See How to Connect an AI Assistant to CrmLeaf |
| An AI assistant cannot write | The token is read-only, or the user lacks the add or edit permission | Issue a read-write token and confirm the user's own permissions |
| Mobile screens differ between colleagues | The application renders conditionally based on the account's product edition | Expected behaviour |
Escalation
Before escalating, collect: the user's role and permission scope for the record type, the selected Organization workspace, the product edition, whether the relevant add-on module is enabled, the record's current status values, and the exact time the problem occurred.
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