Troubleshooting and Tips

Review the following common troubleshooting steps and practical tips for working with Expenses Agent. These checks can help you identify and resolve typical setup and usage issues to ensure the feature works as expected for your users.

Receipts Not Processing

Verify that:

• Receipt forwarding is configured correctly and that the Create Expenses from Email Receipts scheduled process is running at regular intervals using a user account with the Travel Manager role.

  See Configure Email Receipt Forwarding.

• The sender’s email address is registered.

  See Register Email Addresses for Receipt Forwarding.

• Search indexing has completed successfully.

  See Create the Expenses Search Index.

Expenses Not Created Automatically

Verify that:

• The feature was enabled through feature opt-in for existing customers.

  See Enable the Expenses Agent Feature (Existing Customers Only).

• The required business units are enabled.

  See Enable Expenses Agent for Business Units.

• Automatic submission is configured if you expect completed expenses to be submitted automatically.

  See Enable Automatic Expense Submission.

• For email-based expense completion, the required opt-in and profile option are enabled.

  See Enable Email-Based Expense Completion and Expense Policy Inquiry.

Email-Based Expense Completion Not Working as Expected

Verify that:

• The Email-Based Expense Completion Using Expenses Agent opt-in and the EXM_AGENTIC_EMAIL_PROCESSING profile option are enabled.

  See Enable Email-Based Expense Completion and Expense Policy Inquiry.

• Receipt forwarding is configured and the Create Expenses from Email Receipts scheduled process is running using a user account with the Travel Manager role.

  See Configure Email Receipt Forwarding.

• The sender’s email address is registered if receipts are sent from an alternate email address.

  See Register Email Addresses for Receipt Forwarding.

• Receipt attachments are valid, in a supported format, and within the supported size limit.

  See Expenses Agent Email Best Practices.

• If the email contains multiple receipt attachments, ensure that both the Multi Attachment Processing and Unwanted Email Notification opt-ins are enabled.

  See Enable Multi-Attachment Email Processing in Optional Configurations.

• Required setup, such as nonemployee attendees and customer records, is complete.
• Employees are replying to the latest email in the conversation.

Note: If Expenses Agent directs the employee to Oracle Expenses, complete the expense in the application rather than continuing the email conversation.

Other Troubleshooting Tips

• Business unit readiness check fails:

  Download the readiness report, fix listed configuration gaps, then rerun readiness (steps must be repeated).

  If the readiness check continues to fail, verify that the employee’s assignment and business unit are configured correctly. Incorrect assignments can prevent successful business unit validation.

  See Enable Expenses Agent for Business Units.

• Can’t see Enable Permission Groups on the role:

  Set profile option ORA_ASE_SAS_INTEGRATION_ENABLED = Yes at Site level.

  See Provision Users.

• Search results missing or stale:

  Rerun the index ingest job with index name fa-fin-exm-expenses.

  See Create the Expenses Search Index.

• Pilot notification safety:

  Use the test email lookup so Expenses Agent notifications, including receipt processing results, missing-information requests, credit card charge notifications, overdue expense reminders, and auto-submission confirmations, are redirected to the designated test mailbox during pilot testing.

  See Configure Testing Notifications in Validation and Testing.

• Navigation issues:

  Verify that the sandbox is published, the render conditions are configured correctly, and ensure EL expressions have no extra spaces/new lines.

  See Configure the Expenses Root Menu.

• Employees can’t access Expenses Agent:

  Verify that the required roles have been provisioned and permission groups are enabled.

  See Provision Users.

• Irreversible decision:

  After Expenses Agent is enabled for a business unit, it can’t be disabled. Plan pilot deployments carefully before broad rollout.

  See Enable Expenses Agent for Business Units.

• Create Expenses from Email Receipts process fails:

  Verify that the scheduled process is run by a user with the Travel Manager role.

  If the process is scheduled by a user without this role, the process log includes the following error:

  The user does not have the Travel Manager role required to create expenses.

  Assign the Travel Manager role to the user who schedules the process, and then schedule the process again.

  See Configure Email Receipt Forwarding.

Collect Information Before Opening an SR

If the issue persists after completing the troubleshooting steps, collect the following information before opening a Service Request (SR):

• Email subject
• Sender email address
• Receipt attachment details
• Expected field update or action
• Expense ID or expense report information, if available
• Date and time the email was sent, including the time zone
• Whether the email was a new receipt email or a reply to an Expenses Agent email
• Final email notification received from Expenses Agent, including any recommendation options that were presented