Document issues alert users to problems with an uploaded document. They can be added in the following ways:
Manually by users within your organization to communicate document issues within the team
Manually by Capture Pro users to communicate issues from the Capture Pro team to customers
Automatically by AP Capture AI when a possible duplicate has been identified
Automatically by the system if an image matches the image of a previously uploaded document
In each case, the issue points out a problem that may stop the document from moving forward in processing. Depending on how it was identified, an issue may:
Prevent invoice or credit memo creation by the AP Capture Pro team
Not prevent creation, but require your review
Prevent a document from being ready for processing by the AP Capture Pro team (issues identified within your organization)
In most cases, once you resolve an issue, remove it from the document. Remove all issues before the AP Capture Pro team can process the invoice.
View Document Issues
On the Documents to Process page, click the 'Issues' filter. This shows a list of all documents that have issues. View these issues from the grid or by clicking the document's row.
When you click a document, the page shows a preview above the grid. The page also lists the document's issues below the image.
Remove a Document Issue
Comments communicate with your team or the AP Capture Pro team, but they do not remove the issue. To remove the issue, follow the steps below before the document continues processing.
Click the document in the Documents to Process page grid, then click the x button next to the listed issue above the grid. If more than one issue is listed for a document, remove each issue separately.
Remove all issues before the AP Capture Pro team can process the invoice.
Capture AI automatically assigns the 'Possible Duplicate' issue when it identifies a document as a potential duplicate. You can remove this issue only if Capture Pro is also enabled. After removing the issue, submit the document to OCR (the system's optical character recognition step) manually if needed.
FAQ
If I leave a comment on a document issue, does that remove it?
No. Comments only communicate with your team or the AP Capture Pro team — they don't remove the issue. You still need to click the x next to the issue before the document can continue processing. See Documents to Process Page for where to do this.
After I remove an issue, does the document automatically continue processing?
For a "Possible Duplicate" issue, removing it does not automatically resubmit the document to OCR — submit it manually if needed. For other issue types, if your document still looks stuck after removing an issue, see Using AP Capture Pro: Process, Communication & Troubleshooting for other common causes.
What do I do if I can't remove a "Possible Duplicate" issue?
You can only remove a "Possible Duplicate" issue if AP Capture Pro is enabled on your account. If it isn't enabled and you believe the document is not actually a duplicate, contact R365 Support for help resolving it.
Do I need to remove issues one at a time?
Yes. If more than one issue is listed for a document, remove each one separately — removing one issue does not clear the others. All issues must be removed before the AP Capture Pro team can process the document.