Status

Solution provided for v2018.5 was by ConnectWise, 23 August 2018.


An update has been rolled out to Cloud partners to fix the bug causing this problem. Additionally, a script has been run to correct invoices that existed before this update. This means, the issue is completely resolved for cloud partners.


On Premise partners need to update to the latest version of 2018.5, then contact ConnectWise support quoting ticket #10826825 for ConnectWise to run the script to correct their existing invoices.


Update: Ticket #10826825 was re-opened as it had found it's way into v2018.6.  A solution was provided by ConnectWise for v2018.6 - patch set 57067 - 57083. This has been released to 2018 Pilot Partners.


Version Affected

ConnectWise Manage Version v2018.5.


This will affect all cloud partners and any on-premise partners that have upgraded to this version.


On-premise partners that have not upgraded to 2018.5, we recommend holding off upgrading until this issue is resolved.


Issue

Invoice Taxes are being mismatched and inconsistently applied between levels after updating to ConnectWise Manage v2018.5.


So far only a single case has been reported, but due to the irregularities of all Tax Functions after this release, it is considered to be an issue that could impact a number of unknown partners.


The issue results in a Wise-Sync Adjustment warning when syncing Invoices, where items which are marked as taxable may not be treated as taxable as the Tax Levels are mis-matched to those configured.


Example

Tax Level 1: GST on Income (10%)

Tax Level 2 - 6: Not Configured


Resulting XML shows that the Taxable for Level 1 is "Not Taxable" resulting in Wise-Sync using the Tax Exempt Tax code for the line item. Upon further inspection, the taxable flag has been set at "Level 6" which is not configured.


Out of Balance Error: Adjustment for WISESYNC_ADJUSTMENT of {Amount} is greater than the set limit of +/- {limit}, refer to tax code setup in both ConnectWise and Xero to ensure both are accurate.


On inspection of the XML output from ConnectWise, it's been found that the Tax Flags are not being correctly set.




What have we done about it?

We have logged a ticket with ConnectWise, requesting a priority review of this issue.


You may request updates to this ticket and advise if you are affected by this issue: 


ConnectWise Ticket: #10826825

Date Reported: 13th August, 2018


Workarounds Available

There is no direct workaround available. Partners are advised to contact ConnectWise support with reference to the above ticket number to determine if there is a solution to the mismatched Tax Levels.


Updates

13 August 2018Ticket logged with ConnectWise.

ConnectWise acknowledge receipt of issue.
15 August 2018ConnectWise have assigned a developer to fix this issue.    
16 August 2018Wise-Sync met with ConnectWise to demonstrate the issue. A recording of the session was provided.
20 August 2018Wise-Sync have followed up ConnectWise to escalate this issue to development as priority.
21 August 2018Wise-Sync have followed up ConnectWise for a further update.

ConnectWise scheduled to look at it today, but no ETA given.
23 August 2018

Solution provided by ConnectWise for v2018.5.


Cloud partners have been upgraded to fix the bug that was causing this problem. A script has been run for these partners to correct invoices that existed before this update, meaning, the issue is completely resolved for cloud partners.


On Premise partners need to update to the latest version of 2018.5, then contact ConnectWise support quoting ticket #10826825 for ConnectWise to run the script to correct their existing invoices.

26 September 2018The issue has been re-opened since the issue has resurfaced in ConnectWise v2018.6.
10 October 2018

Solution provided by ConnectWise for v2018.6 - patch set 57067 - 57083.


This was released to 2018 Pilot Partners 3rd October 2018.