Troubleshooting and Tips

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 lookup codes are enabled.

See Enable Multi-Attachment Email Processing.
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

Problem	What to check
Business unit readiness check fails	Download the readiness report, correct the listed configuration gaps, and rerun the readiness check. If it continues to fail, verify that the employee’s assignment and business unit are configured correctly. 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 are missing or stale	Rerun the index ingest job with index name fa-fin-exm-expenses. See Create the Expenses Search Index.
Pilot notifications are sent to pilot users	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 Prepare for Testing.
Navigation doesn’t work as expected	Verify that the sandbox is published, the render conditions are configured correctly, and ensure EL expressions have no extra spaces or 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.
Automatic itemization doesn’t occur	Verify that Itemization is set to Required for the applicable parent Accommodation expense type. For the applicable card expense type, verify that Automatic Itemization is enabled. See Configure Automatic Itemization.
Automatic itemization uses an unexpected expense type	Verify that the correct Default Itemization Expense Type is configured for the applicable card expense type. See Configure Automatic Itemization.
Spend Authorization isn’t available	For the applicable business unit, verify that Enable Authorizations is set to Yes Attach Authorizations is set to Lines Only Behavior is configured as Optional or Required, as appropriate See Configure Spend Authorization.
Expected expense location fields aren’t available	Verify the Enable Expense Location Level setting for the applicable business unit. Confirm that the selected level provides the location information you expect. See Configure Expense Location.
Expense splitting isn’t available	Verify that the `EXM_38971578` lookup is enabled and Enable Split Allocation is set to Yes. Also verify that the employee has the appropriate privilege or duty for account or project allocation. See Configure Split Allocation.
Flexible Key Flexfields aren’t available	Verify that the required controlled-configuration lookups are enabled and that you followed the required General Ledger Key Flexfield deployment sequence. Wait at least one hour after enabling `EXM_39687658` before redeploying the General Ledger Key Flexfield. Also verify that Segment Value Security by Business Function (SVSBF) isn’t enabled. See Configure Flexible Key Flexfields.
Employees can’t override accounting segments	Verify that the applicable segments have the Expense Override Segment label and that the employee has the Override Expense Account Allocation privilege. See Configure Flexible Key Flexfields.
Cash advance application isn’t available	Verify that the `EXM_39058079` and `EXM_39738749` lookups are enabled and that Cash Advance Application is configured appropriately for the applicable business unit. See Configure Cash Advance Application.
Email-based cash advance application doesn’t work	Verify that email-based expense completion is enabled and that the `EXM_AGENTIC_EMAIL_PROCESSING` profile option is enabled at the user level. See Enable Email-Based Expense Completion and Expense Policy Inquiry.
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.

Tips and Considerations

Business unit enablement is irreversible. After Expenses Agent is enabled for a business unit, it can’t be disabled. Plan pilot deployments carefully before broader rollout. See Enable Expenses Agent for Business Units.
Flexible Key Flexfields and SVSBF can’t be used together. If Segment Value Security by Business Function (SVSBF) is enabled, you can’t use Flexible Key Flexfields. See Configure Flexible Key Flexfields.
Flexible KFF deployment requires a wait period. Wait at least one hour after enabling EXM_39687658 before redeploying the General Ledger Key Flexfield. See Configure Flexible Key Flexfields.
Email-based cash advance application supports one cash advance. Employees must use Oracle Expenses to apply multiple cash advances to an expense report. See Configure Cash Advance Application.

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