Prospect promotion from CRM not setting Open Item Customer in Sage 100

Hello,

We have Sage 100c Advanced 2016, and Sage CRM 7.3 SP3.    In Sage 100 > Customer Relationship Management > Customer Template Maintenance, the Open Item Customer value is checked.  However, when you promote a prospect from Sage CRM, the newly promoted company does NOT receive that value in Sage 100.  It does receive the other template values successfully (terms code, payment type, etc.).

Has anyone else seen this issue? This also happened when we had Sage 100 ERP 2014 with CRM 7.3.   

Currently, the only way around this bug (looks like a bug to me), is in AR Options, on the Additional Tab, set the Open Item/balance forward value to Mixed.  Then go back to the customer, check the Open Item box, then go back into AR options and set it back to Open Item Customer. 

Thanks for any info.

joe

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  • 0
    Joe, sorry about the late response, did you figure this issue out?

    The issue with the Open Item Customer box not being checked in Accounts Receivable customers created from CRM sometimes can be linked to an issue related to Required Fields in the Sage 100 AR Customer.

    If you access the Customer in Sage 100 after creating it from CRM, and try to make a change are you prompted for required fields? If so, these fields can sometimes get in the way of CRM creating that Customer entirely and thus the "Open Item" customer check box is not set.

    If this is the case, the workaround would be to create Customers in Sage 100 then create the CRM company or link to an existing CRM (but do not have CRM create the AR Customers) OR no longer make the problem fields required in Sage 100 under AR Customer (some default fields in Sage 100 AR Customer like Tax Schedule and Salesperson or required by default, but it is setting other fields required that can cause problem). Sage Knowledgebase article 80422 describes this issue.

    Also, mods in Sage 100 can sometimes be a source of the problem too when the Sage 100 AR Customer is not being properly created from CRM. You may want to check with the mod developer to see if the issue has been reported.
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  • 0
    Joe, sorry about the late response, did you figure this issue out?

    The issue with the Open Item Customer box not being checked in Accounts Receivable customers created from CRM sometimes can be linked to an issue related to Required Fields in the Sage 100 AR Customer.

    If you access the Customer in Sage 100 after creating it from CRM, and try to make a change are you prompted for required fields? If so, these fields can sometimes get in the way of CRM creating that Customer entirely and thus the "Open Item" customer check box is not set.

    If this is the case, the workaround would be to create Customers in Sage 100 then create the CRM company or link to an existing CRM (but do not have CRM create the AR Customers) OR no longer make the problem fields required in Sage 100 under AR Customer (some default fields in Sage 100 AR Customer like Tax Schedule and Salesperson or required by default, but it is setting other fields required that can cause problem). Sage Knowledgebase article 80422 describes this issue.

    Also, mods in Sage 100 can sometimes be a source of the problem too when the Sage 100 AR Customer is not being properly created from CRM. You may want to check with the mod developer to see if the issue has been reported.
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