Forum Discussion

Jayce89's avatar
Jayce89
Experienced Cover User
5 hours ago

Documents disappearing in IN-TRAY when linking to PO

Hi, 

 

I have experienced on multiple occasions documents in the IN-TRAY will disappear after the following sequence

 

Create New Bill -> Select existing PO -> Convert PO to Bill -> Record

 After recording the Bill the document has disappeared from the IN-TRAY which is incredibly frustrating and leads to a potential complete loss of the document. Normal procedure (if it doesn't disappear) is to click on the respective document and then "Link to existing Bill".

It doesn't happen all the time which is why it is so frustrating as I cannot diagnose and link the issue to a specific action. As I've now anticipated this happening randomly I will keep the in-tray document open and then have to re-save and re-drag it into the in-tray to link it to the Bill. 

Looking for urgent help please

3 Replies

  • Doreen_P's avatar
    Doreen_P
    MYOB Moderator
    1 hour ago

    Hi JayGee80,

     

    I can see why this feels like a unexpected bit of In Tray hide-and-seek. When an In Tray document is linked to a bill, it normally leaves the In Tray and stays attached to that bill. If it’s disappearing before you’ve linked it, it'd be best to reach out to our support team via Contact Us so they can check if there's anything affecting the workflow.

     

    Cheers,

    Doreen

  • Jayce89's avatar
    Jayce89
    Experienced Cover User
    53 minutes ago

    Hi Doreen, 

     

    I should clarify the documents are disappearing in the in-tray before I've been able to link them. If there is a different workflow that I should be doing could you please elaborate as it is not very intuitive. 

     

    Kind Regards ,

  • Genreve_S's avatar
    Genreve_S
    MYOB Moderator
    14 minutes ago

    Hi Jayce89,

     

    Thanks for clarifying. If the documents are disappearing from In Tray before you’ve been able to link them, that isn’t the usual workflow.

     

    Just to clarify, In Tray documents can be created as or linked to a bill, but they can’t be linked directly to an open purchase order. If you’re using a purchase order first, convert it to a bill when the invoice arrives, then upload the invoice to In Tray and link it to the bill.

     

    If the document still doesn’t appear, please check In Tray in the browser at app.myob.com, then refresh or reopen AccountRight. If it’s still missing, I recommend reaching out to our support team via My Account or connecting with our live chat team through MOCA, our virtual assistant, and let them know it disappeared before being linked so they can investigate.

     

    You can also find more information in Working with In Tray documents.

     

    Regards,
    Genreve

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