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Sign out and back in
Before anything else. Your permissions, your menu and your data scope are all read into your session when you sign in, so any change an administrator makes while you are working is invisible until you do this. It resolves a large share of everything reported as a fault.
Signing in
| What you see | What it means |
|---|---|
| No OTP email arrived | Check spam first. Then confirm with your administrator that the address on your account is spelled correctly — the code goes to the address on file, not to the one you typed. |
| You are signed out unexpectedly | Both session tokens expired, usually after a long gap. Sign in again — you are returned to the page you were trying to open. |
| You cannot sign in at all with a new account | The email address has not been verified yet. Complete the OTP step first — the account is not usable before that. |
If you are a client
| What you see | What it means |
|---|---|
| The requisition form will not submit | At least one attachment is mandatory. This is the most common cause by a distance. |
| A requisition is stuck at PENDING | Procurement has not approved it yet. Nothing is wrong; contact them if it is urgent. |
| It sits at PARTIALLY_RECEIVED | Some items are still in flight. Normal — each item is ordered and delivered separately. |
| Receive Items is empty | No delivery is in transit to you yet. |
| You see fewer requisitions than a colleague | Your account is scoped to one client unit — you are a Unit Admin, they are a Client Admin. Not a fault. |
If you are a vendor
| What you see | What it means |
|---|---|
| Opening a quotation returns you to the list | The request is no longer REQUESTED — it has already been quoted, declined or closed. A request can be quoted only once. |
| An order will not accept a shipment | Its status is not ISSUED. Check it on All Purchase Orders. |
| Your payment is not listed | The bill has not reached CHEQUE_PREPARED yet — ATI's approval chain is still running. |
| An order stays at PAID | Complete its VAT/Tax record. That is the step that moves it to COMPLETED, and it is yours to do. |
| You were never invited to quote | Your vendor record must be active. An inactive vendor is skipped when Procurement builds a quotation request. |
| A quotation request has disappeared | It may be past its deadline, or a colleague may have already answered it — check All Participations. |
If you work at ATI
| What you see | What it means |
|---|---|
| A Finance page is completely empty | You are an account manager with no client mapping. Mappings are set in Client Unit Map and are not created automatically. This is the single most common Finance problem. |
| A bill will not forward from Create Billing | The purchase order has no attachments. Fix it upstream at Purchase Order Documents, then try again. |
| A bill has its documents filed but will not close | The vendor has not completed it on their side. Only they can close it — chase them, there is no button for it in Finance. |
| A quotation request is rejected when you send it | One of the selected vendors is inactive or missing. All invited vendors must be active, or the whole request fails. |
| Quotation Select will not let you select | The item already has a winner. Selecting twice for the same item is blocked. |
| A purchase order will not group as expected | Every selection in one order must share the same vendor, the same client and the same client unit. A mixed group is rejected. |
| A Set Up card is missing | You have not been granted that page. There is no other route to it. |
Still stuck
If none of the above fits, the fastest route is usually the person on the other side of the hand-off rather than a support ticket. Clients and vendors should contact ATI's Procurement department; ATI staff should check with the department that owns the stage the record is sitting in. Chapter 2 shows who that is for every stage.
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