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Knowledge Base

Applies to: All subscriptions

Purpose

Hold the task-shaped material that does not belong in a linear guide: "how do I do this specific thing", captured from real implementations so that recurring one-off requests become self-service.

Audience

Administrators, support teams, implementation consultants.

Prerequisites

Varies per article. Each states its own.

Reference

How-to articles

Article For Where the procedure lives
Add a user and give them the right access Administrators User Lifecycle
Remove a departing employee Administrators User Lifecycle
Enable a module for a new registration Administrators Feature Flags
Issue and rotate a machine credential Integration owners Machine-to-Machine Authentication
Build a mapping template for a new ERP Integration developers Mapping Templates API
Change the GSP provider safely Administrators GSP Configuration
Make a document type produce a reference number Administrators Document Type Routing
Set up printing and branding Administrators Print Configuration
Configure e-Way Bill expiry alerts Logistics e-Way Bill Module
Consume the write-back feed Integration developers Webhooks and Events
Replay dead-lettered events Administrators Write-back Failures
Test a restore Database administrators Backup and Restore
Close the financial year Finance Year-End Checks
Upgrade and verify Administrators Upgrade Procedure
Evidence tenant isolation to an auditor Security Multi-Tenancy and Row-Level Security
Review the audit trail Compliance Audit Log Review
Onboard a new customer end to end Implementation Implementation Programme

Diagnostic recipes

Short, high-frequency checks that answer a specific question quickly.

Is this document actually here? Query its status by document number through the ingest status endpoint. This one call distinguishes "never arrived" from "arrived and quarantined" from "arrived and registered", and it is the first thing to do in almost any document investigation.

Is it the mapping, or the data? Compare the raw ERP payload with the mapped result, field by field. Acceptance proves the document was valid; only the payload proves it was correct.

Is it one document, or all of them? Ask this before fixing anything. One document is a data correction; all of them is a mapping, master data or ERP problem, and correcting instances will not keep pace.

Which gate is closed? Ask the user: is the module missing, are the controls greyed, or is the screen empty? Feature flag, role, and registration access respectively. One question, three distinct answers.

Is it the provider, or us? Run the provider connection test. If it passes, the problem is not the provider. If it fails on a certificate error while the network is otherwise fine, suspect an intercepting proxy rather than an outage.

Is the queue moving, or just full? Look at the age of the oldest item, not the count. A steady count can hide a permanently stuck head-of-queue.

Did the migration actually do anything? Compare the reported row count against the count from storage metadata, which tenant isolation does not filter. A migration that ran without scope affects nothing and reports success.

Is this a bug, or the law? Look up the error's classification. If it is marked as statutory, no ticket, escalation or configuration change will resolve it — and recognising that early saves the most time of anything on this page.

Contributing an article

An article earns its place when it answers a question that has been asked more than once and does not fit an existing guide.

Rule Reason
Follow the Page Contract Consistency is what makes the portal searchable
Link, do not duplicate A fact in two places becomes a contradiction
Include the validation step "It worked" is not evidence in this product
Name the audience A database procedure must not be followed by a finance user
Review annually Delete what nobody reads

Validation

Check Pass condition
Articles are findable Search by the words a customer would use, not the words we use
Each links rather than duplicates No fact stated twice
Recipes are genuinely short If it needs a page, it is a guide, not a recipe
Content is current Reviewed annually; unread articles removed
Field knowledge is captured New articles arrive from real implementations

Troubleshooting

Symptom Cause Action
An article exists but nobody finds it Titled in internal language Retitle in the customer's words; add the wrong-but-common terms to keywords
Articles contradict a guide Content duplicated instead of linked Delete the duplicate and link
The knowledge base sprawls Nothing ever removed Review annually; delete what is unread
Consultants keep answering the same question It was never written down Write it. That is what this section is for