Blocking Reason offers a targeted approach to troubleshooting statement items or products that have not been linked. Essentially, a Blocking Reason indicates "the reason for a product being blocked from linking."
Where to find Blocking Reasons:
Via the Statements tab:
Go to the Statements tab
Add filter
Choose "Item - Blocking Reason"
Choose the blocking reason you would like to look at
Edit any statement
Click on statement items
The Blocking Reason description can be found to the right of each unlinked product:
(If you do not see Blocking Reason as a column, select the option under the Manage Columns)
Via an unlinked report:
To generate a complete list of products with their respective Blocking Reasons:
Go to Reports
Select Unlinked Items
Select the Date Range
Configure the report as needed, including the field "Blocking Reason"
Click on Download
Blocking Reason descriptions, their meaning, and how to resolve each:
Product not found
What does this mean
The provider & product number does not exist on Commspace.
How to resolve
i. Follow the normal linking process.
ii. In the case of Elite Wealth integration, the product must be troubleshooted on Elite Wealth to check why it has not pulled through to Commspace.
Product agreement not found
What does this mean
The provider & product number exist on Commspace, but has no product agreement.
How to resolve
Add product agreement
Agreement Version not found
What does this mean
The product is linked to an agreement that has no active version on or before the statement date.
How to resolve
Add a version to the applicable agreement with a valid from date on or before the statement date.
Product agreement for statement date not found
What does this mean
The product is linked to a PRODUCT agreement that has a valid from date later than the statement date.
How to resolve
Change the valid from date of the current product agreement or add a new product agreement with a valid from date on or before the statement date.
Product for provider not found
What does this mean
The product number exists, but the provider linked to the product number does not match the provider used for the statement.
How to resolve
Check if the statement was imported under the correct provider. If correct, implement step 2 below.
Search the product number under the Product tab, and change the provider to the statement provider.
The following Blocking reasons are only applicable if the Responsible Partner Code Match feature is enabled:
1. Partner code not found
What does this mean
The provider & product number exist on Commspace, with a valid product agreement. The responsible partner code match tick is enabled on the product agreement. The system thus requires a valid partner provider code on the statement to link, but the Statement Partner Provider Code has not been loaded as a partner code under settings.
How to resolve
Load the Statement Partner Provider Code as a partner code under the applicable responsible partner. Once done, relink the product. The product should now link, or reflect another blocking reason.
2. Partner code on statement is blank
What does this mean
The provider & product number exists on Commspace, with a valid product agreement. The responsible partner code match tick is enabled on the product agreement. The system thus requires a valid partner provider code on the statement to link, but none was found and the partner provider code is therefore BLANK.
How to resolve
Check statement for available fields. If Statement Partner Name / Statement Partner Provider Code is available, request support to map. If only Statement Partner Name is available, Statement Partner Provider Code must be read.
If the entire statement only has ONE applicable Statement Partner Provider Code, reimport the statement and use bulk set actions on statement import.
If the statement has multiple Statement Partner Provider Codes, use the bulk set action under statement items, selecting applicable product numbers and setting applicable Statement Partner Provider Code.
3. Partner code on statement item does not match agreement
What does this mean
The provider & product number exists on Commspace, with a valid product agreement. The responsible partner code match tick is enabled on the product agreement. The system thus requires a valid partner provider code on the statement to link, but the Statement Partner Provider Code does not match a partner code that has been loaded under the Responsible Partner currently stipulated in the product agreement.
How to resolve
Follow normal linking process. Make sure to enable the responsible partner code match tick for the new product agreement.