Invoice numbers missing
Answered
#374858
1. General
Business impact if not resolved: It is not legal to have "holes" in invoice numbering.
Short Summary of issue: GLEvents has noticed that there is an issue with the invoice numbering, and is missing series of numbers.
Macro Vertical: Other
Ticket description accurate and public ready? Yes
Ticket attributes updated? Yes
Requested Version/Priority fields filled out properly? Yes
2. Debug Environment:
Customer DB Location: On-Premise
Database: GLEvents
Server: USI-EUSUPPORT\CLIENT_DB
Version: 25.3_2026010501
V30 Link: https://supportwebemea.ungerboeck.com/GL_Events
User Login: USIADMIN / usiadmin
New UI or Classic UI: New UI
4. Recreation Steps:
- Open SQL Server Management
- Connect to USI-EUSUPPORT\CLIENT_DB
- Go to Databases > GLEvents > Tables
- Right-click dbo.AR030_INVOICE_REGISTER and Select Top 1000 Rows
- At the bottom of the query, add Where AR030_INVOICE > '12102440'
- Click Execute
- Notice that invoice numbers 12102443, 12102444, 12102445 and 12102446 are missing
Expected behavior/outcome: Customer would expect numbers to consecutive and no numbers to be missing.
5. Attachments:
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Please ask for tier 3 to review this post
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This issue with missing invoice numbers started after their upgrade to 25.3
And now more invoice numbers are disappearingThe customer is still on-prem
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I believe invoice numbers should be consecutive for audit purposes. I am unsure what the full query that they are running is, but could it perhaps only be filtering certain sources? In the screenshot, all I can see are payment plan invoices. Did the query include voided invoices as that is also one that catches some people out.
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Nicole Loh we displayed top 1000 records for AR030_INVOICE_REGISTER we didn't use any filter.
We displayed also all organizations and all statuses. The only filter is to display invoices created after their upgrade -
Our policy on on prem customer is we must be able to replicate the issue in the cloud. We do not have the ability to replicate issues for on prem customers.
Tagging Sara Noonan to weigh in here.
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The other “test” that I can think of is to set the invoice table sequence to one of the missing numbers to see if the system generates it or whether it skips it. I am unable to access the database on the localhost link to have a look at it. It may taint the data, so please have a backup of the db ready in case you need to restore it for dev to review further.
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Nicole Loh here is the link: https://supportwebemea.ungerboeck.com/GL_Events i will update it in the main text
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Seth Halvaksz as long as we get a copy of the customer's database on which we can reproduce locally, that is usually sufficient.
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Joppe Borsboom Josiane Mikhael see comment from Sara. Please confirm if we have a copy of the customer's database so it can be reproduced in the cloud, with steps to reproduce.
Can i get more details behind why the customer is upgrading? Is this part of their plan to move to the cloud? Who would have this information.
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Hi Seth Halvaksz we do have a copy of the DB, but there is no way to reproduce.
The customer is not even aware it is happening unless they run a report and notice the invoice numbers are missing. We need additional guidance where to look for those numbers. If we can't recreate we won't send to engineering. Has anyone seen a similar issue? where we can check? This is becoming urgent since the customer will have their annual financial auditing soon, and the invoice numbers need to be sequential,The customer is in the middle of a cloud move. A couple of organizations are now on the cloud, this is a long process as they have more than 50 org within the GL Events umbrella
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Josiane Mikhael who is the tier 3 support who has reviewed this issue? That person should be involved in this and be our main point of contact for additional investigations here that involve the product team.
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At the moment, I will be the point of contact and will follow up for any additional investigation.
We need guidance though on where to look ?
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Tagging Ryan Ungerboeck for input on this
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Can happen for sure - will occur anytime the invoicing process fails after the invoice number has been generated but before commit to the database.
Place to check is the ZZ401_INVOICE_AUDIT table which should track the error received when generating that invoice. If the site does not have that feature enabled - then we will want to enable it which has to be done via SQL at this point.
It is likely enabled by default for any customer over the last 10 years - although that depends on what database was used as the starting point. -
Thanks Ryan Ungerboeck was able to locate the missing invoices, it is a timeout issue. Thanks so much for your help
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Ok - if there is something to look out from a timeout perspective (and not related to a custom trigger) - please advise and we'll take a look.
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Sara Noonan and Josiane Mikhael Is this an issue that you get a lot? I seem to remember another Documentus post about this. Would it be worth putting Ryan's information into a short troubleshooting article in the KB? Looks like I could expand upon this: https://supportcenter.ungerboeck.com/hc/en-us/articles/204553518-Recording-Used-Invoice-Numbers
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Ryan Ungerboeck We found out the issue was due to a trigger the customer activated. They have deactivated that trigger and it seems to minimize the timeouts
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FYI, after double checking with Ryan and Chai I have:
- Archived https://supportcenter.ungerboeck.com/hc/en-us/articles/204553518-Recording-Used-Invoice-Numbers
- Created https://supportcenter.ungerboeck.com/hc/en-us/articles/38618280787095-Find-Missing-Invoice-Numbers based on Ryan's input above. Invoice audit logging is enabled by default at this point. If it is not, it has to be enabled by Support.
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