This report provides a comprehensive guide to the daily management of integrated workflows between Salesforce and Sage Intacct, facilitated by the InterWeave platform. It covers foundational setup, routine operational tasks, common troubleshooting procedures, and advanced configuration options, all designed to ensure seamless data synchronization and maintain optimal system health.

This introductory module establishes the foundational understanding of InterWeave’s role in business operations and the specific advantages derived from integrating Salesforce with Sage Intacct. Effective daily management of these integrated systems begins with a clear comprehension of the underlying platform and its operational principles.

1.1. Understanding InterWeave‘s Role in Seamless Data Synchronization

InterWeave functions as a comprehensive Software as a Service (SaaS) Integration Platform, meticulously designed to facilitate the seamless transfer of data between disparate business applications. At its core, InterWeave operates through “flows,” which are essentially batch processes that transfer specific subsets of data from one system to another. In the context of Salesforce and Sage Intacct, this platform serves as the crucial bridge, enabling the synchronization of customer relationship management (CRM) data from Salesforce with financial management processes in Sage Intacct.

The platform is engineered for high configurability, empowering customers to define and refine their integration solutions at both the object and field levels. This is achieved through a user-friendly interface that utilizes pick lists, drop-downs, and custom field additions, allowing for precise alignment with unique business requirements. This design approach, emphasizing configurable solutions and a self-service SaaS model, signifies that InterWeave is built to empower its customers. A direct consequence of this empowerment is that successful management and optimization of the integration solution will depend significantly on the user’s ability to not only operate but also confidently adapt and customize their data flows. This shifts a substantial portion of the responsibility for optimization, maintenance, and even initial problem diagnosis from the vendor to the customer. Therefore, organizations adopting InterWeave must strategically invest in developing internal expertise. The long-term success of the integration solution becomes directly tied to the user’s proficiency in leveraging the platform’s extensive configuration capabilities, implying that training must cultivate user autonomy and confidence beyond simple operational steps.

InterWeave supports both uni-directional and bi-directional data flow, ensuring that data can move from Salesforce to Sage Intacct, from Sage Intacct to Salesforce, or in both directions simultaneously, thereby maintaining consistency across all integrated systems. This versatility in data movement is critical for supporting complex business processes that require synchronized data across both CRM and ERP environments.

1.2. Key Benefits of Integrated Salesforce and Sage Intacct Workflows

The integration of Salesforce and Sage Intacct via InterWeave yields substantial operational and strategic advantages. Foremost among these is the elimination of data silos, which significantly reduces the need for manual data entry and consequently minimizes errors. This streamlining of processes directly contributes to increased productivity and overall operational efficiency.

A unified view of customer data is another critical benefit. This integration provides comprehensive customer insights and a 360-degree perspective within Salesforce, incorporating essential financial history directly from Sage Intacct. Sales teams, for instance, gain immediate access to critical financial information such as invoice status, outstanding balances, and payment history directly within their CRM environment. Furthermore, the automation of key workflows, such as the conversion of sales opportunities into invoices and real-time updates of payment statuses, leads to a notable reduction in quote-to-cash cycles.

This consistent focus on error reduction and real-time synchronization highlights that the integration’s primary value lies in establishing a single, reliable source of truth for business data. While operational benefits like reduced manual data entry are evident, the integration’s true strategic value lies in its ability to drive business agility. By improving data quality and accessibility, the integration empowers higher-order strategic benefits. For example, a sales team equipped with real-time financial data can make more informed decisions regarding pricing, credit terms, or follow-up actions, directly influencing revenue generation and customer satisfaction. This unified data foundation, in turn, streamlines operations by reducing manual handoffs and redundant entries, enhances inter-departmental collaboration by providing shared visibility, and supports more informed and agile strategic decision-making across the organization. Consequently, the success metrics for this integration should extend beyond traditional IT-centric key performance indicators (KPIs) like uptime or error rates to encompass business-centric outcomes such as improved sales conversion rates, reduced days sales outstanding (DSO), or enhanced customer retention. Achieving this requires close alignment between IT and business stakeholders from the project’s inception, ensuring the integration is perceived as a strategic enabler rather than merely a technical necessity.

1.3. Overview of InterWeave Flow Types: Scheduled (Production) vs. Utility (Testing & Bulk Load)

The InterWeave Flows Manager organizes integration processes into two primary categories, each serving distinct operational purposes. This clear demarcation is fundamental to effective daily flow management.

The first category, Scheduled Flows, is designed for regular, automated production data integration. These flows operate on a predefined schedule, typically running at frequent intervals, such as every 10 minutes, to ensure near real-time data synchronization between systems. Given their role in continuous production, scheduled flows should generally remain undisturbed and only be altered or restarted when absolutely necessary due to system or transaction failures.

The second category, Utility Flows, serves specific, ad-hoc purposes that complement the regular production schedule. These flows are indispensable for activities such as testing new configurations, performing large-scale data loads, or catching up on missing data. Utility flows are further subdivided based on their function:

• Binding Flows are used for a one-time process to establish initial links between records in two systems, such as binding Salesforce Account records to corresponding Sage Intacct Customer or Vendor records.
• Bulk Load Flows (DR or DRS) are specifically designed for processing large volumes of data. They are crucial for initial data migrations, for catching up on data that may have been missed due to a flow stoppage, or for recovering from extended integration downtime. These flows allow for the specification of a date range and batch size to manage the load effectively.
• Single Run Flows (NF or N) are utilized for one-time transaction synchronizations or for specific testing purposes where a full bulk load is not required.

A critical operational rule governs the interaction between these flow types: scheduled production flows must be stopped before any utility flows are initiated to prevent conflicts and ensure data integrity. Furthermore, when performing bulk data operations, it is imperative to run only one bulk load flow at a time. This strict segregation of routine, automated processes from manual, ad-hoc, or diagnostic tasks is a fundamental design principle. It prioritizes system stability and data integrity by preventing potential conflicts and data corruption that could arise from overlapping operations, such as a large bulk load interfering with ongoing real-time synchronization. This mandate highlights that the architecture places a significant reliance on the operator’s adherence to rules; it is not merely a suggestion but a critical procedural discipline essential for maintaining the overall reliability of the integrated environment.

Beyond their ad-hoc utility, these flows are also a key component of system resilience and data recovery. Bulk Load Flows, in particular, are described as “crucial for initial data migrations, for catching up on data that may have been missed due to a flow stoppage, or for recovering from extended integration downtime”. This demonstrates that utility flows are not merely for routine, non-production tasks but are integral to maintaining the health and recoverability of the integrated system. They function as a safety net and a powerful tool for data reconciliation. Organizations should therefore develop clear playbooks and training scenarios for the strategic use of utility flows, especially Bulk Load Flows. This ensures that in the event of an outage, a data discrepancy, or a large-scale data migration, the team can efficiently bring the systems back into sync without introducing further errors. These flows are a critical part of a robust disaster recovery and data governance strategy, enabling business continuity even after significant disruptions.

Effective daily management of Salesforce to Sage Intacct integration flows is predicated on a meticulously configured foundational setup. This module reviews the essential components that users must understand and periodically verify to ensure seamless and accurate data synchronization.

2.1. Essential Custom Fields in Salesforce for Sage Intacct Integration

Successful InterWeave integration with Salesforce necessitates the precise creation of specific mandatory and optional custom fields within the Salesforce environment. These fields are pivotal for enabling bi-directional data flows, accelerating operational processes, and ensuring robust linkage between Salesforce objects and their corresponding financial records in Sage Intacct.

At a minimum, the following custom fields are required across key Salesforce objects:

• Account Record:
  • QB (or Financial Account Abbreviation) Full Name: A Text field with a maximum length of 210 characters.
  • QB (or Financial Account Abbreviation) LastModified: A Date/Time field.
  • Active: A Picklist field with “Yes” and “No” as values, and an API Name of Active__c. (Note: Salesforce custom field API names always end with __c).
• Opportunity Record:
  • QB (or Financial Account Abbreviation) LastModified: A Date/Time field.
• Product Record (or Price Book Entry/Product2):
  • QB (or Financial Account Abbreviation) LastModified: A Date/Time field.

The need for additional optional fields is determined by specific integration configurations:

• Contact Object: If the primary contact for an account is identified by a contact-level custom field, a “Picklist” field named Level with values “Primary,” “Secondary,” and “Tertiary” is required.
• Account Object: For organizations utilizing the 30/60/90-day aging option, specific “Currency (9,2)” fields such as Curr Bal Pymts__c, Acc Recv Over30__c, Acc Recv Over60__c, and Acc Recv Over90__c must be created. Furthermore, standard fields like Account Number, Description, Fax, Employees, Parent Account, Phone, Rating, Type, and Website must be visible to the integration user, potentially requiring adjustments to page layouts or field-level security in Salesforce.
• Opportunity Object: If transaction numbers are generated in Salesforce, a unique, auto-numbered custom field is needed to store the Sage Intacct Transaction Number (e.g., SageIntacct_Transaction_Number__c of type Auto Number). For integrations involving Sales Orders, Sales Receipts, Invoices, or Purchase Orders, unique “Text (11)” fields (e.g., Sales_Order_Number__c, Invoice_Number__c) are necessary. Custom billing and shipping address fields, if used, should adhere to specified naming conventions and be of “Text (210)” type.
• Product Object (or Price Book Entry/Product2): If “Salesforce Support for Inventory items cost required” is enabled, custom fields for QB (or Financial Account Abbreviation) Parent Name__c (Text 41), Unit Cost__c (Currency 10/2), and Vendor__c (Text 41) are needed. Similarly, if “Salesforce Support for Item weight required” is active, a “Number (10,2)” field named Weight__c is required.

To facilitate the reception of financial information from Sage Intacct (without a direct Payment Gateway), specific custom objects must be defined in Salesforce:

• Payment Object (Payment QB): This object is used to receive payment information. It requires fields such as Payment_Number__c (Text 13, external ID, unique), Ref_Number__c (Text 20), Opportunity__c (Lookup to Opportunity), Total_Amount__c (Currency 15,2), and Transaction_Date__c (Date).
• Credit Memo Object (Credit Memo): This object is defined to receive credit memo information. Its fields include Ref_Number__c (Text 11, external ID, unique), Credit_Remaining__c (Currency 10,2), Opportunity__c (Lookup to Opportunity), Total_Amount__c (Currency 15,2), and Transaction_Date__c (Date).

The extensive list of mandatory and optional custom fields in Salesforce highlights that successful integration is not a simple plug-and-play process, but rather requires significant pre-configuration and a deep understanding of specific data flow requirements. This implies that organizations must invest considerable time and effort in meticulously aligning their Salesforce data model with the integration’s needs. This detailed administrative burden within Salesforce, which includes understanding its object model, field types, API naming conventions, and potentially adjusting page layouts and field-level security for the integration user, represents a “hidden” cost and complexity often underestimated in project planning. Underestimating this complexity can lead to project delays, increased costs for rework, and persistent data quality issues that undermine the value of the integration. Therefore, organizations should allocate significant resources (time, skilled personnel) for this critical data model alignment phase, with a Salesforce Administrator possessing strong data modeling and integration experience being a key role for successful implementation.

Furthermore, the warning that “any inaccuracies or omissions in this foundational setup will inevitably lead to errors in daily flow operations, compromising data integrity” establishes a clear causal link between initial data model design and ongoing operational stability. This extends beyond merely creating fields; it implies that the data populating these fields must adhere to strict quality standards (e.g., correct format, unique values, completeness). The integration acts as a strict validator of the source data. This necessitates robust data governance policies and procedures within the organization. Before and during the integration, there must be clear guidelines for data entry, validation rules within Salesforce, and processes for data cleansing. Without a proactive approach to data quality, the integration will consistently encounter errors, leading to manual reconciliation efforts, delayed reporting, and a lack of trust in the integrated data.

2.2. Essential Custom Fields in Sage Intacct for Salesforce Integration

Sage Intacct offers robust capabilities for creating custom fields across various objects, which are instrumental in accurately mapping Salesforce data and ensuring proper synchronization.

For the core binding mechanism between Salesforce and Sage Intacct, specific custom fields are mandatory:

• Customer Object: An AccountID custom field is required. This field is used to uniquely bind Salesforce Account records to their corresponding Sage Intacct Customer records.
• Vendor Object: Similarly, an AccountID custom field is necessary to bind Salesforce Account records to Sage Intacct Vendor records.
• Product Object: A ProductID custom field is used to bind Salesforce Product records (or Price Book Entry records) to Sage Intacct Product records.

The requirement for these specific AccountID and ProductID custom fields in Sage Intacct reveals a fundamental design pattern for InterWeave’s binding mechanism. This indicates that InterWeave relies on unique, system-generated identifiers in both systems to establish and maintain robust relationships between records. This approach is critical because it avoids the pitfalls of relying solely on natural keys, such as names, which are prone to duplication or changes, thereby ensuring accurate record matching, preventing data duplication, and facilitating reliable updates in a bi-directional synchronization environment. The strategic importance of stable, system-generated identifiers for bi-directional synchronization cannot be overstated. Natural keys are inherently unstable for integration purposes because they can change or be non-unique. By using dedicated ID fields in both Salesforce and Sage Intacct, the integration ensures a robust, immutable link between records. This is particularly critical for bi-directional flows, where data updates in one system need to reliably find and update the corresponding record in the other. Consequently, organizations must ensure that these unique ID fields are properly populated and maintained during initial data migrations and ongoing operations. Any manual interference with these binding IDs could severely compromise the integrity of the integrated data, leading to duplicate records or orphaned data. This design pattern underscores the importance of a well-planned data migration strategy that accounts for the creation and synchronization of these critical identifiers.

Beyond the mandatory fields, Sage Intacct allows for a wide array of optional custom fields to capture data not covered by standard fields, such as contract details, policy numbers, or custom metrics. These fields can be configured with various data types, including Text, Number, Date, Dropdown list, Checkbox, Currency, Email, Percent, Picklist (single or multi-select), Sequence, Text Area, URL, and Password. Custom fields can be added to sales forms, purchase orders, expense forms, customer profiles, and vendor profiles, providing extensive flexibility in data capture. The ability to map these custom fields between Salesforce and Sage Intacct further enhances the granularity and fidelity of the integrated data.

2.3. Verifying Connectivity and User Permissions for InterWeave, Salesforce, and Sage Intacct

Ensuring robust connectivity and appropriate user permissions across InterWeave, Salesforce, and Sage Intacct is paramount for the reliable operation of daily flows. Any misconfiguration in this area can lead to integration failures.

Users must log in to the InterWeave Flows Manager using the credentials of the InterWeave administrator, who serves as the dedicated integration user. This login is the gateway to managing all configured flows.

InterWeave integrates with Salesforce primarily through its API (e.g., SOAP, REST, Bulk API). It is essential to confirm that the Salesforce instance is properly provisioned and that the InterWeave integration user has appropriate API access and permissions. For the integration to function correctly, a dedicated Salesforce integration user with administrative or specific API-enabled profile/permission set is typically designated for integration purposes. This user must have “API Enabled” permission and appropriate object/field-level permissions (Read, Create, Edit, Delete) to perform the necessary data operations as defined by the integration flows.

Connectivity to Sage Intacct relies heavily on its Web Services API. To establish this connection, a Web Services developer license, which includes a unique Sender ID, is required. This Sender ID must be explicitly authorized by the Sage Intacct company for API access.

A dedicated Web Services user account within Sage Intacct, typically configured without direct user interface (UI) access, is recommended for integration purposes. This user account must be granted the appropriate permissions to perform the necessary data operations. API requests are generally sent via HTTP POST to the designated Sage Intacct endpoint, typically https://api.intacct.com/ia/xml/xmlgw.phtml.

The requirement for dedicated integration users with specific, granular permissions in both Salesforce and Sage Intacct underscores a security-first approach to integration. By isolating the integration user and granting only the necessary access for data synchronization, organizations can significantly reduce the risk of data breaches or unintended modifications. This adherence to the principle of least privilege is a critical component of maintaining the security and integrity of sensitive financial data within the integrated environment. This principle is not merely a recommendation but a non-negotiable security standard that must be rigorously enforced. Organizations must conduct regular security audits of their integration user accounts in both Salesforce and Sage Intacct to ensure that permissions remain aligned with the principle of least privilege. Any changes to integration flows or data mappings should trigger a review of the integration user’s permissions. This also extends to robust password policies, multi-factor authentication (where supported), and secure storage of API credentials for these critical accounts, as they represent a high-value target for malicious actors.

2.4. Understanding and Managing IP Whitelisting for Secure Connections

For an enhanced security posture, both Salesforce and Sage Intacct offer capabilities to enforce IP address restrictions, thereby limiting access to their respective systems to specific, pre-approved IP ranges. This practice is a crucial layer of defense in protecting sensitive business data.

Salesforce allows for the configuration of IP address restrictions at the Profile level for users, or through Network Access settings for the entire organization. For the InterWeave integration user, their assigned Profile or a dedicated Permission Set should include the necessary IP ranges from which InterWeave will connect.

If IP filters are enforced at the user level within Sage Intacct (configured under Company > Setup > Company, on the Security tab), it becomes imperative to add InterWeave’s specific IP addresses to the allowed list for the Web Services user designated for the integration. While specific InterWeave cloud IP addresses for Salesforce-Sage Intacct integration are not explicitly detailed in all contexts, general examples for Salesforce-QuickBooks integration include ranges like 72.3.142.149, 74.205.126.77, 72.32.50.205, and 199.195.139.97 for Salesforce connectivity. For Salesforce to Sage Intacct integration, customers must coordinate directly with InterWeave support to obtain the precise static IP addresses that require whitelisting in their firewall configurations.

The consistent emphasis on IP whitelisting across Salesforce, Sage Intacct, and InterWeave’s own infrastructure highlights a robust, multi-layered security posture. This approach indicates that all integrated platforms prioritize network-level access control as a fundamental security measure for protecting sensitive financial data. By restricting access to only known and trusted IP addresses, organizations significantly reduce the attack surface and mitigate the risk of unauthorized access to their critical CRM and ERP systems. This proactive security strategy is a vital component of maintaining data confidentiality and integrity. This consistent application of IP whitelisting across multiple platforms is a clear example of “defense in depth,” where security is applied at multiple layers (application, user, network). If a user’s credentials are compromised, IP whitelisting provides an additional barrier, preventing unauthorized access from untrusted networks. This means that any changes to the organization’s network infrastructure (e.g., new office locations, changes in VPNs, cloud migration of on-premise components) will directly impact the integration’s connectivity. Therefore, strict change management protocols and immediate coordination with InterWeave support are necessary to update whitelisted IP addresses. Failure to do so will result in immediate integration failures, underscoring the critical interdependency of network operations and integration health. Organizations should maintain clear documentation of all whitelisted IPs and the rationale behind them.

This section provides practical, step-by-step guidance for customers on performing routine daily tasks within the InterWeave Flows Manager, ensuring the smooth and efficient operation of their Salesforce to Sage Intacct integration.

3.1. Logging In and Navigating the InterWeave Flows Manager Portal

Access to the InterWeave Flows Manager is initiated by logging in with the credentials of the InterWeave administrator, who serves as the designated integration user. The main login screen requires a username or email address and a corresponding password.

Upon successful login, the system presents a user-friendly interface organized into two distinct partitions: “Scheduled Flows” positioned at the top of the display, dedicated to daily production integration tasks, and “Utility Flows” located at the bottom, reserved for testing, bulk data loading, and catching up on missing information. This clear, partitioned view of “Scheduled Flows” and “Utility Flows” within the InterWeave Flows Manager is an intuitive design choice aimed at simplifying complex integration management for daily users. This organizational structure inherently guides users toward the appropriate flow types for their specific tasks, thereby minimizing potential operational errors and enhancing overall usability. This design principle, by making the distinction visually obvious, reduces cognitive load and the likelihood of accidentally interfering with critical production flows. For organizations, this translates into reduced training time and fewer human-induced errors, contributing directly to operational efficiency and data integrity.

Each Transaction Flow ID displayed corresponds to a specific transaction definition that has been configured. Clicking on a particular transaction flow ID will open a properties page at the bottom of the screen, where users can view or set various parameters such as login credentials, data set names, drivers, order numbers, and solution numbers before initiating a transaction.

3.2. Starting and Stopping Scheduled Production Flows

Managing the execution of scheduled production flows is a fundamental daily task. To initiate a desired flow, users must first locate the flow name within the table, check the corresponding “START” checkbox, and then click the “Submit” button, which is conveniently located at either the top or bottom of the table.

To halt an active flow, users should check the “STOP” checkbox next to its name and then click “Submit”. Once successfully stopped, the flow’s status indicator will turn white, signifying its “STOPPED” state. If, after attempting to stop a flow, its indicator turns yellow, this indicates that the flow is currently completing its ongoing run and will transition to a white “STOPPED” state once its current task is finished. A critical operational consideration is that if any properties of a running transaction require modification, the transaction must first be shut down before any changes can be applied.

The visual cues, including magenta for actively running flows, blue for flows in a waiting state, white for stopped flows, and yellow for flows completing their current tasks, are a critical aspect of the user experience. These color-coded indicators provide immediate, at-a-glance status updates, which are vital for daily operational efficiency. This visual feedback loop allows users to quickly ascertain the health and activity of their integrations without needing to delve into detailed logs for every routine check, thereby streamlining monitoring processes.

3.3. Monitoring Flow Status and Activity in Real-Time

Effective daily flow management requires continuous monitoring of integration activities. To ascertain the current status of any flow, users can simply refresh the page by clicking the “Submit” button without selecting any checkboxes. Flows that are actively processing data will display a “RUNNING” status and be highlighted in magenta. Flows that have been initiated but are currently in a waiting state (e.g., awaiting their next scheduled interval) will show a “STARTED” status and appear in blue.

For a more comprehensive overview of all transactions associated with a user’s login profile, the “IW Monitor” link, located in the top right-hand corner of the screen, provides a dedicated monitoring window. This separate interface displays the status of all transactions initiated by the user, offering a centralized view for detailed oversight. The provision of both an in-page refresh mechanism and a dedicated “IW Monitor” link demonstrates a tiered approach to monitoring. This design caters to different levels of user need and diagnostic depth, allowing for quick, routine checks directly within the main interface, while also providing a more detailed and comprehensive view for active management or initial investigations without overcomplicating the primary operational screen.

To further aid in quick reference and understanding, the following table summarizes the InterWeave flow status indicators:

3.4. Utilizing Utility Flows for Specific Daily Tasks (e.g., One-time Syncs, Testing)

Utility flows are indispensable for managing non-production activities, including testing configuration changes, synchronizing missing data, or performing one-time record synchronizations without affecting ongoing scheduled operations. As previously outlined, utility flows encompass Binding Flows, Bulk Load Flows (e.g., DR or DRS), and Single Run Flows (e.g., NF or N).

To execute a utility flow, users simply select the “START” checkbox corresponding to the desired flow and then click the “Submit” button. It is of utmost importance to always stop scheduled production flows before initiating any utility flows. This strict adherence prevents potential conflicts and ensures data integrity. Furthermore, when utilizing bulk load flows, it is imperative to run only one such flow at a time to avoid overwhelming the system or causing data inconsistencies. This strict rule, requiring the cessation of scheduled flows before running utility flows, highlights the potential for data corruption or system instability if these operations were to overlap. This procedural discipline is critical for daily operators to internalize and consistently follow, as it prevents resource contention and conflicting data manipulations that could lead to incomplete transfers or system crashes.

3.5. Best Practices for Maintaining Integration Health and Performance

Sustaining the health and optimal performance of the Salesforce to Sage Intacct integration requires a proactive and disciplined approach to daily management. Continuous monitoring of flow status and activity through the Flows Manager and the IW Monitor link is essential, allowing for early detection of potential issues.

Users should actively address any pop-up windows that may appear in Sage Intacct (similar to QuickBooks, which can lock out connections). It is also critical to ensure that Sage Intacct is consistently running in multi-user mode for integration purposes. Regular confirmation of connectivity between all integrated components is necessary to prevent minor issues from escalating into significant disruptions.

Coordination with InterWeave support is advised for any planned networking changes or relocations of the Sage Intacct company file. Implementing “sleep windows” within InterWeave flows is a best practice for accommodating scheduled Sage Intacct backups or other maintenance activities that may require exclusive access to the company file. Routinely reviewing data within both Salesforce and Sage Intacct is crucial to prevent issues caused by special characters or incorrect formatting. Such data quality issues can lead to SQL syntax errors and disrupt flow execution. The consistent emphasis on proactive measures, including continuous monitoring, addressing application-specific pop-ups, and adhering to structured maintenance windows, indicates that effective InterWeave integration management extends beyond reactive problem-solving. It requires a disciplined, preventative approach to ensure continuous, seamless operation and minimize downtime, which is vital for business continuity.

This module is designed to equip customers with the necessary knowledge to diagnose and resolve common integration problems, thereby minimizing downtime and reducing reliance on external support.

4.1. Diagnosing and Resolving General Connection Failures (e.g., Pop-ups, Single-User Mode, Network Changes)

Many connection failures originate from external factors or misconfigurations outside the InterWeave platform itself, necessitating a holistic understanding of the entire integration ecosystem for effective problem resolution. This broader perspective is vital for effective troubleshooting, as it directs users to investigate potential issues beyond the immediate integration interface.

Common issues related to Sage Intacct application state include:

• Pop-ups: Dialogue boxes or pop-up windows within the Sage Intacct application (similar to how they affect QuickBooks) can lock out connections and prevent data reception. It is imperative to suppress all such pop-ups during integration operations.
• Exclusive Access Operations: Certain operations within Sage Intacct, such as running backups or performing online banking activities, may require exclusive access to the company file. These operations will halt ongoing transformation flows. Users should stop their integration flows before performing these activities and restart them once the exclusive access operation is complete.
• Single-User Mode: For continuous integration, Sage Intacct should always be running in multi-user mode. If it is inadvertently switched to single-user mode, it will disrupt flows.

It is essential to verify that the InterWeave connector component (if applicable, similar to the QuickBooks QODBC connector) is actively running and that only a single instance of the connector is active. Multiple instances can cause conflicts and connectivity issues.

Any alterations to the external IP address, the internal IP address of the Sage Intacct server, or changes to router configurations (such as port forwarding rules) can directly impact integration settings and disrupt connectivity. For such activities, it is crucial to contact support@interweave.biz to coordinate updates to the integration configuration. Similarly, if the Sage Intacct company file has been moved to a new location or its configuration has been altered, the InterWeave Integration Manager Configuration must be updated with the new path and settings, also requiring coordination with support@interweave.biz.

If integration flows are running but no activity is observed in Sage Intacct, suggesting a potential connector issue, the following general steps can help restore connectivity:

1. Reboot the server where the connector is installed.
2. Log in to the server using the user account under which the connector is installed, and confirm the connector is running.
3. Manually open the Sage Intacct company file to ensure no pop-ups appear during startup. Address any pop-ups, close Sage Intacct, and repeat this step until the application opens cleanly.
4. Close Sage Intacct. If any error messages appear during closing, repeat the process until the application closes without errors.

4.2. Interpreting and Addressing InterWeave-Issued Error Messages

InterWeave Smart Solutions are designed to generate specific error messages that provide crucial diagnostic information, primarily related to connection disruptions or data quality issues. The detailed nature of these messages, often including timestamps and flow names, transforms them from mere notifications of failure into valuable diagnostic tools. This level of detail empowers users to self-diagnose and resolve many common issues, thereby reducing reliance on external support for routine problems.

The following table outlines common InterWeave errors, their descriptions, and corrective actions:

4.3. Understanding and Resolving Sage Intacct Specific Errors (e.g., Permissions, Data Format, Business Logic)

Errors originating directly from Sage Intacct can stem from a variety of sources, including incorrect data, missing user permissions, or violations of internal business logic. The variety and specificity of these errors reveal that data quality and strict adherence to Sage Intacct’s internal business rules are paramount for successful integration. This implies that daily flow management extends beyond mere technical connectivity to encompass robust data governance and a thorough understanding of the ERP’s operational logic.

Common Sage Intacct error categories and resolutions include:

• Authentication/Permission Errors:
  • Result status: Failure for Control ID or Sender ID is not authorized: These indicate that the Web Services user lacks necessary permissions or that the Sender ID used for the API calls is not authorized for the company.
    • Action: Verify and update the Web Services user’s permissions within Sage Intacct. Ensure the Sender ID is properly authorized under Company > Setup > Company > Security tab > Web Services Authorizations.
  • 401 Unauthorized (OAuth2 authentication failure) or 403 Forbidden (Insufficient permissions): These HTTP status codes suggest that the authentication token has expired or the authenticated user lacks sufficient permission to perform the requested operation or access the target resource.
    • Action: Refresh the authentication token. Review the user’s roles and permissions in Sage Intacct to ensure they have the necessary access rights.
• Data Format/Validation Errors:
  • Is the date format filled in correctly DD/MM/YYYY?: This error arises from an incorrect date format in the data being sent to Sage Intacct.
    • Action: Ensure all date fields conform to the DD/MM/YYYY format as required by Sage Intacct.
  • Are all fields in the correct format?: This broad category includes issues such as case sensitivity (e.g., ‘D101’ vs. ‘d101’ for dimension codes), non-numeric values in fields designated for numbers, or data exceeding character limits for specific fields.
    • Action: Meticulously verify the exact formatting, case, and character limits for all data fields being synchronized.
  • Invalid finance account used on the invoice line: This indicates that an incorrect General Ledger (GL) account has been specified for a transaction line item.
    • Action: Ensure the correct finance account is used on the invoice line in Salesforce. Additionally, verify that any required dimensions (e.g., department, location, project) are correctly coded for that GL account in Sage Intacct.
  • This entry is not attached to a valid service item: This error occurs if an Item/Description field is left empty or if the selected item is not correctly linked to a labor code in Sage Intacct.
    • Action: Select a valid service item that is properly linked to its corresponding labor code.
• Business Logic Errors:
  • Project (XYZ) is not active: This error signifies that the project referenced in the integration is currently inactive in Sage Intacct.
    • Action: Change the status of the project to “Active” within Sage Intacct.
  • Another Project with the given values ### already exists: This indicates an attempt to create a project with an ID that already exists in Sage Intacct, leading to a duplicate.
    • Action: Modify the project ID in Salesforce to a unique value before attempting synchronization.
  • The project dimension you selected –X– is not related to your header-level Customer ID value: This suggests a mismatch between the project dimension and the customer ID at the header level of a document.
    • Action: Ensure that the customer associated with the project in Sage Intacct matches the customer on the document in Salesforce.
  • Foreign-currency transactions are not enabled: This error occurs if multi-currency support is not enabled in Sage Intacct while attempting to process foreign-currency transactions.
    • Action: An administrator must enable multi-currency support within Sage Intacct.

Sage Intacct API errors typically return HTTP status codes (e.g., 4XX for client-side errors, 5XX for server-side errors) and a detailed JSON response payload. This payload includes specific error codes (ia::error.code), a descriptive message, a support ID, and sometimes additional details. These elements are crucial for precise diagnosis.

4.4. Strategies for Catching Up on Missing Data Using Bulk Load Flows

When a scheduled transaction flow has been stopped for an extended period (more than 1-2 days) or when a significant volume of data is found to be missing, the use of bulk load utility flows becomes essential to bring data up to date. The detailed, multi-step process for bulk loading highlights that data recovery and large-scale synchronization are not trivial operations. They require careful planning and execution, necessitating a clear procedural playbook to prevent further data discrepancies or system strain during the recovery process.

Steps to Catch Up with Missing Data using Bulk Load Flows:

1. Identify Missing Data: Begin by running reports or queries in Salesforce or reviewing logs and reports in Sage Intacct to precisely pinpoint the missing records, such as invoices, customer records, or payments.
2. Export Data: Export the identified affected records from either Salesforce or Sage Intacct into a CSV (Comma Separated Values) file format.
3. Prepare Data: Thoroughly clean and format the exported CSV data to ensure it strictly adheres to the specific requirements of both InterWeave and Sage Intacct. This step is critical for preventing data validation errors during the import process.
4. Stop Scheduled Flows: This is a crucial and non-negotiable step. All scheduled production flows must be stopped before initiating any bulk load operations. Additionally, if the “Query Starts” date for scheduled flows is older than 1-2 days, it should be manually reset to the current date.
5. Configure Bulk Load Flow: Within the InterWeave Flows Manager, select the appropriate bulk load utility flow (typically designated as DR or DRS). Configure the flow by specifying the relevant date range and batch size for the data to be processed. For particularly large datasets, ensure that the “Bulk Load Flow” option is enabled within InterWeave to optimize performance.
6. Run Bulk Load: Initiate the bulk load flow. It is imperative to run only one bulk load flow at a time to prevent system overload and potential data conflicts.
7. Monitor Progress: Utilize the InterWeave dashboard to continuously monitor the progress of the bulk load job. This allows users to track successful records and identify any failures in real-time.
8. Handle Errors & Reprocess: InterWeave generates detailed error logs for any records that fail to synchronize. Review these logs to understand the cause of the errors (e.g., validation issues, missing required fields, data mismatches). Correct the errors either in the original CSV file or directly within the source system (Salesforce or Sage Intacct), and then reprocess the failed records using the same Bulk Load Flow process.
9. Restart Scheduled Flows: Once the entire bulk loading process is complete and all data has been successfully synchronized, restart the scheduled production flows to resume normal operations.

To ensure successful bulk data operations, always back up both Salesforce and Sage Intacct data before initiating large-scale changes. For very large datasets, breaking the data into smaller batches can prevent system overwhelming and reduce the risk of errors. Furthermore, consistently leveraging error logs and retry mechanisms is vital for catching and correcting failed records efficiently.

4.5. When and How to Engage InterWeave Customer Support

While robust self-service troubleshooting capabilities are provided, certain complex or persistent issues necessitate direct engagement with InterWeave Customer Support. The clear demarcation between self-service troubleshooting and when to contact support reflects a strategy to optimize support resources while empowering customers. This approach ensures that users can resolve common issues independently but also know when to escalate, thereby improving overall efficiency and support experience.

Contact support for the following scenarios:

• Networking Changes: Any alterations to network configurations (e.g., external IP addresses, internal IP addresses of the Sage Intacct server, or router changes like port forwarding) that affect the integration.
• Windows Registry Changes: Modifications to the Windows registry that impact connector settings (if using an on-premise connector).
• Company File Relocation/Configuration Change: If the Sage Intacct company file has been moved to a different location or its configuration has been altered, requiring updates to InterWeave settings.
• Specific InterWeave Errors: Errors such as No Protocol or No DTM ID’s available, which typically indicate internal platform issues.
• Persistent or Complex Errors: Any errors that cannot be resolved through common troubleshooting steps or recur frequently despite corrective actions.
• QODBC/RDS Issues: Problems related to the QODBC driver (if applicable for Sage Intacct, similar to QuickBooks Desktop) or Remote Data Sharing (RDS) client/server errors that require specialized assistance.
• Sage Intacct API Authentication Issues: Challenges related to Sage Intacct API authentication, including Sender ID authorization, user permissions, or token management.

InterWeave Customer Support contact information:

• General Support Email: support@interweave.biz.
• Phone Numbers for Customer Support:
  • Americas: (800) 671-8692 x3
  • Canada: (416) 242-7910
  • EMEA (Europe, Middle East, and Africa): (800) 671-8692 x3
  • APAC (Asia-Pacific): (800) 671-8692 x3
  • Japan: (800) 671-8692 x3.
• Corporate Headquarters Phone: (203) 274-5226.

InterWeave offers various tiered support plans, including SMART Standard, SMART Plus, SMART Plus + Success, and Mission Critical Success. These plans vary in terms of response times (e.g., 2-business-day standard, 1-hour for critical issues, 15-minute for severity 1 issues), access to skilled technical resources, proactive monitoring, and administration services. The existence of these tiered support plans indicates that InterWeave recognizes the varying criticality of integration to different businesses. Organizations should strategically align their chosen support plan with their business’s reliance on the integration to ensure appropriate levels of assistance and effective risk mitigation, particularly for mission-critical financial data flows, thereby maximizing the value derived from their InterWeave solution.

This module explores advanced configuration settings within InterWeave that enable customers to fine-tune their Salesforce to Sage Intacct flows for optimal performance, enhanced control, and improved operational efficiency.

5.1. Customizing Flow Schedules and Intervals for Optimal Performance

InterWeave provides granular control over flow scheduling, allowing for precise orchestration of data synchronization. To establish a transaction’s schedule, users must input a specific date and time in the “Query Starts” column, adhering to the yyyy-mm-dd hh:mm:ss.s format. The counter should be set to ‘1’, and an interval value, measured in milliseconds (e.g., 60000 milliseconds for a one-minute interval), must be entered.

An optional “shift” value, also in milliseconds, can be specified. This parameter introduces a delay before the system begins processing the transaction after the start command is given. This feature is particularly valuable for managing dependent transactions that necessitate execution in a specific sequence, ensuring that one flow completes before another begins. The ability to customize flow intervals and introduce “shift” values indicates that InterWeave supports the automation of complex, interdependent business processes. This flexibility is a key differentiator, allowing organizations to orchestrate data flows precisely according to their operational needs, moving beyond simple, independent data transfers to true process automation.

To alter the properties of a transaction that is currently running (including its schedule), it is imperative to first shut down the flow. Once stopped, the desired properties can be modified. Transactions configured with a “Shift” value will first “wake up” from their waiting mode before resuming execution with the newly applied parameters. After the transaction has completed its current run with the updated settings, it can then be restarted. While scheduled transactions typically run every 10 minutes by default, for scenarios involving larger data volumes, it is recommended to utilize bulk/ETL (Extract, Transform, Load) transactions. This approach prevents overloading the integration server and is more efficient than repeatedly restarting scheduled flows with outdated “Query Starts” dates.

5.2. Setting Up Automated Email Notifications for Errors and Connection Failures

InterWeave offers robust capabilities for configuring automated email notifications, providing critical alerts for data or connection errors. This functionality is a cornerstone of proactive monitoring and incident response. Users can select from various email notification modes to suit their operational requirements. Options range from “None” (no notifications) to highly detailed reports such as “Connection Failures Only,” “After Every Error,” “Connection Failures and Full Daily Report,” “Connection Failures and Error Daily Report,” “Error Daily Report Only,” and “Full Daily Report Only”.

Notifications can be directed to the administrator’s email address (if the “Use Admin e-mail for Notification” option is enabled). Additionally, multiple CC (carbon copy) and BCC (blind carbon copy) email addresses can be specified to ensure relevant stakeholders receive alerts. Email addresses for the hosting provider can also be included for coordinated issue resolution. The system allows for configuration of how scheduled transactions react to errors. Options include “Never” stopping, stopping “After Every Connection Failure,” or stopping “After Every Error”. The granular control over email notifications and automatic flow stoppage on error signifies a built-in proactive monitoring and incident response capability within the platform. This automation is crucial for maintaining business continuity, especially for mission-critical financial integrations, by providing immediate alerts and preventing further data corruption or discrepancies. The choice of notification frequency and automatic stoppage directly influences an organization’s incident response strategy, allowing for tailored approaches based on the criticality of the data flow.

5.3. Implementing “Sleep Windows” for Planned System Maintenance and Backups

The “sleep window” functionality is a critical feature that promotes operational harmony between InterWeave integration flows and other essential system maintenance activities, particularly within Sage Intacct. This feature enables users to define a specific period during which all integration flows will temporarily pause. This is essential for accommodating planned maintenance activities in Sage Intacct, such as nightly backups, which often require exclusive access to the company file and would otherwise disrupt ongoing integrations. Users configure a “sleep window” by setting a “Start time of sleep window” and an “End time of sleep window” in hh:mm:ss format. For example, setting the start time to 03:00:00 and the end time to 04:00:00 would ensure all flows stop at 3:00 AM and automatically resume at 4:00 AM. The existence of this “sleep window” functionality acknowledges that integrations operate within a broader IT ecosystem where other systems, like Sage Intacct, require scheduled downtime for maintenance. This feature fosters operational harmony by preventing integration conflicts during critical system activities, thereby ensuring data integrity and contributing to the overall health and stability of the entire integrated environment.

5.4. High-Level Overview of Salesforce to Sage Intacct Object and Field Mapping

InterWeave SmartSolutions provide extensive and customizable object and field-level mapping capabilities between Salesforce and Sage Intacct, allowing for high-fidelity data synchronization that accurately reflects the nuanced data models of enterprise systems. While daily management focuses on flow operation, a conceptual understanding of the underlying mapping configuration is crucial for ensuring data accuracy and completeness.

The integration supports a wide range of standard and custom objects, facilitating comprehensive data exchange:

• Salesforce Accounts and Contacts can be mapped to Sage Intacct Customers and Vendors.
• Salesforce Opportunities can be integrated with Sage Intacct Sales Orders, Invoices, Estimates, and Jobs.
• Salesforce Products can be synchronized with Sage Intacct Items.
• Financial data from Sage Intacct, including Invoices, Payments, Credit Memos, Bills, Checks, and Journals, can be brought into Salesforce, providing a unified view of financial history within the CRM.

The integration offers flexibility in data flow direction, supporting uni-directional synchronization (data flowing from Salesforce to Sage Intacct, or vice-versa) or bi-directional synchronization, where data flows in both directions at the object level. Users have the ability to define specific data fields and parameters for synchronization, tailoring the integration to their unique business requirements. This includes mapping both standard and custom fields between the two systems, ensuring that all relevant data points are accurately transferred. The extensive and customizable object and field mapping capabilities signify that InterWeave is designed for high-fidelity data synchronization, reflecting the nuanced data models of enterprise systems. This means that while daily management focuses on the operational aspects of flows, any data discrepancies or unexpected behavior will often trace back to the initial mapping configuration. Therefore, a high-level conceptual understanding of this underlying mapping is crucial for operators to effectively diagnose and address data-related issues, reinforcing the importance of a well-defined data model from the outset.

This final module emphasizes the importance of utilizing the comprehensive resources available to customers, fostering continuous learning, and promoting self-sufficiency in managing the Salesforce to Sage Intacct integration.

6.1. Navigating the help.interweave.biz Knowledge Base for Quick Answers

The help.interweave.biz portal serves as a primary resource for customer support, offering a comprehensive knowledge base that includes online help topics, detailed knowledge articles, and community resources. This platform empowers users to find answers to their questions independently, consult extensive documentation, and download valuable tip sheets and best practice guides. For effective navigation and search within the knowledge base, users are advised to employ multiple keywords to narrow down results. The search functionality is not case-sensitive, and commonly used words are intelligently ignored to provide more relevant outcomes. The comprehensive nature of the help.interweave.biz knowledge base signals a strong commitment to customer self-service. This approach empowers users to find solutions independently, thereby reducing the reliance on direct support channels for routine inquiries and fostering greater self-sufficiency in managing their integration.

6.2. Exploring InterWeave Academy Training Courses for Administrators and Users

InterWeave Academy, accessible via academy.interweave.biz, offers a rich online course catalog designed to enhance user proficiency. This includes a foundational “Getting Started” course for new users. Customers subscribed to the SMART Plus Support Plan gain unlimited access to over 100 online training courses tailored for various roles, complete with structured training plans, role-based learning paths, and customizable training templates that can be adapted for internal delivery.

Specific courses particularly relevant to Salesforce integration and broader InterWeave management include:

• InterWeave Salesforce Smart Apps for Administrators: Designed for administrators managing Salesforce Smart Apps.
• InterWeave Fundamentals (4 hours) and InterWeave Advanced Fundamentals (8 hours): Covering core and advanced concepts of the InterWeave platform.
• InterWeave for Business Analysts: Tailored for business analysts working with integration processes.
• InterWeave Certification Program: A program leading to formal certification in InterWeave.
• InterWeave Advanced IDE Solution Building: Focuses on constructing advanced solutions using the InterWeave Integrated Development Environment.

The provision of structured training paths and role-specific courses demonstrates a long-term investment in customer proficiency. This approach extends beyond initial setup, indicating that InterWeave views customer capability as an ongoing partnership, which is essential for maximizing return on investment and ensuring sustained adoption and effective utilization of the integration solution over time.

6.3. Understanding InterWeave Support Plans and Their Benefits

InterWeave offers a range of tiered support plans designed to cater to diverse customer needs and the criticality of their integration solutions. These plans include SMART Standard, SMART Plus, SMART Plus + Success, and Mission Critical Success. Key differentiators across these plans include varying response times (e.g., a standard 2-business-day response for the SMART Standard Plan, a 1-hour initial response for critical issues under SMART Plus, and a rapid 15-minute initial response for severity 1 issues under Mission Critical Success). The plans also differ in terms of access to skilled technical resources, the availability of proactive monitoring, and the inclusion of administration services.

The benefits of leveraging these support plans are significant, encompassing maximized return on investment (ROI), accelerated usage and adoption of the integration, enhanced business continuity, and minimized operational risks. For direct assistance, comprehensive contact information including phone numbers for various regions and email addresses for different departments is readily available. The existence of multiple support tiers with escalating response times and services reflects an understanding of varying customer needs and the criticality of integration to their operations. This means that organizations should strategically align their chosen support plan with their business’s reliance on the integration to ensure appropriate levels of assistance and effective risk mitigation, particularly for mission-critical financial data flows.

The daily management of Salesforce to Sage Intacct flows via InterWeave is a critical operational function that underpins seamless business processes and accurate financial reporting. This report has elucidated the foundational setup requirements, encompassing meticulous custom field configurations in both Salesforce and Sage Intacct, and the stringent connectivity and user permission protocols, including IP whitelisting. The emphasis on unique binding IDs (e.g., AccountID, ProductID) in Sage Intacct highlights a robust architectural design that prioritizes data integrity and reliable record matching, moving beyond less stable natural keys.

Operational efficiency is significantly enhanced by understanding the distinct roles of Scheduled and Utility flows, with strict adherence to procedural rules such as stopping scheduled flows before initiating utility tasks. The visual cues within the InterWeave Flows Manager provide immediate status feedback, streamlining daily monitoring. Proactive troubleshooting, which extends beyond the InterWeave interface to encompass the operational state of Sage Intacct and network infrastructure, is essential for maintaining integration health. The detailed nature of InterWeave’s error messages empowers users to self-diagnose common issues, while specific Sage Intacct errors underscore the paramount importance of data quality and adherence to ERP business logic. Strategies for data recovery, particularly through multi-step bulk load processes, are vital for maintaining data consistency after disruptions.

Recommendations for Daily Flow Management:

• Prioritize Foundational Setup Verification: Regularly review and confirm the correct configuration of all mandatory and optional custom fields in both Salesforce and Sage Intacct. Ensure that dedicated integration users have the precise permissions required and that IP whitelisting is accurately maintained across all systems. This proactive verification is fundamental to preventing flow errors before they occur.
• Adhere to Flow Type Protocols: Consistently follow the rule of stopping scheduled production flows before running any utility flows (e.g., binding, bulk loads, single runs). Execute only one bulk load at a time. This discipline is crucial for preventing data corruption and maintaining system stability.
• Implement Proactive Monitoring: Utilize the InterWeave Flows Manager and IW Monitor link daily to observe flow statuses. Configure automated email notifications for errors and connection failures, aligning notification modes with the criticality of each flow. This automated vigilance is key to rapid incident response.
• Schedule Maintenance Windows: Establish and adhere to “sleep windows” within InterWeave to accommodate planned maintenance activities, such as Sage Intacct backups, that require exclusive access. This promotes operational harmony and prevents conflicts.
• Maintain Data Quality: Implement internal processes to ensure data accuracy and consistency in Salesforce, paying close attention to special characters, formatting, and adherence to Sage Intacct’s business rules. Many integration errors stem from data discrepancies rather than technical connectivity.
• Leverage Available Resources: Actively utilize the help.interweave.biz knowledge base for self-service troubleshooting and best practices. Engage with InterWeave Academy’s training courses to deepen understanding and develop advanced management skills. Understand the benefits of your organization’s specific support plan and escalate issues to InterWeave Customer Support when self-resolution is not feasible. This continuous learning and strategic use of support resources are vital for long-term success and maximizing the return on investment in the integration solution.