Troubleshooting Approval Matrix blank upon creation/Re-trigger Approval

Problem

There is no Approval Matrix assigned to the Purchase Order/Bill/Bill Credit upon creation or re-trigger of approval. Inflow Script Notes returns the message below:

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Solution

Identify from the Script Logs what criteria is being used to identify the matrix for the affected transaction

1. Identify the time of occurrence:
   a. Check the System Notes of the transaction and take note of the latest time and the user that set [STA] Inflow Script Notes with the message above
   b. Click on the Re-trigger Approval button and take note of the time and logged in user

2. Perform the steps from the below article based on the details on #1:
   General Troubleshooting: Checking the script logs

3. On the exported file, press CTRL + F and paste the Internal ID of the affected transaction
   
   

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4. Look for the log that starts with objApprovalOptions that matches the time stamp from #1 and copy the value on the Details column
   
   

5. Go to JSON Formatter & Validator and paste the JSON log and click on Process:
   
   

   
   
   

6. On the Formatted JSON Data, scroll all the way down to see what criteria applies to the said transaction:
   
   

    

7. Go to the Approval Matrix list and verify if there is an approval matrix that can cater to the criteria in the JSON data.

8. If there is an applicable Approval Matrix, please submit a ticket to the SuiteApps team so we can check further. If there is no applicable Approval Matrix, please advise the customer to create one with the conditions on the JSON data or Override the approval if it is urgent.

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