April 13, 12:41pm

We are currently investigating an issue affecting our Autotask integration where proration may be impacted. In some cases, prorated lines may be sent with an incorrect or $0 amount.

Our teams are actively working with the vendor to identify the root cause and implement a fix as quickly as possible. We will share updates as soon as more information becomes available.

Thank you for your understanding.

Best regards,
The Sherweb Technical Support Team

April 14, 2:40pm

This is an update regarding the ongoing disruption to Autotask.

Impact Level: Investigating
You may currently be experiencing issues impacting our Autotask integration. In some cases, prorated lines may be sent with an incorrect amount or display 0$.

Current Progress:  Our team is still investigating and working on identifying the cause of the issue.

Next Update:  We will continue to monitor the status of service incident and will provide our next update by 3:00 PM ET on April 15.

April 15, 2:28pm

This is an update regarding the ongoing disruption to Autotask.

Impact Level: Degraded
You may experience prorated contract charges appearing with an incorrect amount or displaying $0 in Autotask (Displaying as having a 100% discount).

Current Progress: Autotask has confirmed this issue originates from their services and is related to how unit values are processed. Their Engineering team has deployed a fix to prevent new occurrences. This fix does not retroactively correct previously generated incorrect amounts.

Workaround: To retroactively correct the price discrepancies, affected unit prices must be updated directly in Autotask, either manually or by providing Autotask with a list of impacted contracts and contract services, along with the correct unit prices, so they can apply the corrections in bulk.

Next Update: We will continue to monitor the fix implemented and will provide our next update by  3:00 PM ET on April 16.