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Automate Sandbox Outage (2025-05-09)
SquareWorks Automate encountered an outage in NetSuite sandbox accounts only starting on May 8 at 8:50 pm EDT.The issue was caused by a database migration script blocking sandbox connections to the Automate database.
The issue was resolved on May 9 at 8:53 am EDT, and all services were fully restored. At this time, all systems are operating normally. The issue had no impact on production accounts.
Payments Script Issue (2025-03-27)
SquareWorks Automate experienced a script error impacting payment record viewing and processing in NetSuite. This issue was introduced by a new feature deployed the morning of March 27th, 2025, and may have caused errors such as “Cannot read property 'show_exclude_from_automate_option' of undefined” or “EP_00015 – Failed to create payment transactions.”
A fix was deployed shortly thereafter, and all services were fully restored. At this time, all systems are operating normally.
Outbound Emails Blocked (2025-03-13)
A change from the NetSuite 2025.1 is affecting outbound emails from Automate, impacting Advanced Vendor Onboarding form delivery. Emails originating from NetSuite accounts without DKIM configured are being blocked, affecting the ability for Automate emails to arrive at external inboxes. Our documentation now references in order to ensure outbound emails arrive at the destination inbox.
OCR Performance Degradation (2024-06-24)
SquareWorks Automate experienced performance degradation in OCR invoice scanning. Services were restored at 12:03 pm EDT and the queued backlog of invoices completed processing around 2:40 pm EDT for all customers. At this time, all systems are operating normally with ongoing performance monitoring in place. A small portion of invoices may have failed to scan during this time which will not be included in billable usage and can be resolved by either re-uploading for OCR scanning or manual entry.
Formula Fields in Saved Searches (2023-08-11)
Overview:
Starting in NetSuite 2023.2, saved searches with embedded HTML will no longer work as expected if the saved search result field is set to Formula (Text).
Impact:
Starting in NetSuite 2023.2, the OCR Vendor Invoice Queue is impacted, as it uses "Formula (Text)" fields to embed HTML. This has been corrected in version 2023.2.1 of our OCR and Invoice Scanning feature.
When viewing the invoice queue in NetSuite 2023.2 (Lists > Advanced Bill Management > Invoice Queue), if you see results that look similar to this, you are impacted:
Resolution:
Have a NetSuite Administrator update the OCR and Invoice Scanning feature (Bundle ID 3400110)to version 2023.2.1. If you're currently on the latest version, skip to step 2.
Manually update non-packaged invoice queues. Most customers use the packaged version of the invoice queue, and no further action is needed. To identify if action is needed, go to Lists > Advanced Bill Management > Invoice Queue to identify if you depend on a custom version of the queue. If the title shows "Vendor Invoice Queue: Results", you depend on the packaged version and no further action is needed.
If the queue name is different, you are using a custom version of our invoice queue search, which was customized as part of your implementation. In this scenario, updating to version 2023.2.1 will not resolve the issue. Instead, have an administrator press Edit this Search, go to the Results tab, and change all "Formula (Text)" fields to "Formula (HTML)". Save the search once changing all "Formula (Text)" fields.
On 3/31, one of our clients reported issues with sending emails to NetSuite for uploading vendor invoices. After investigating the matter with NetSuite, it was discovered that NetSuite had unexpectedly changed all inbound email addresses (found at Customization > Plug-ins > Manage Plug-ins > Email Capture Plugins) to enhance security. This change impacts all NetSuite customers and accounts, not just SquareWorks customers, and occurred between 3/29 and 3/30.
Initially, NetSuite stated that the old email addresses used for sending invoices and approval responses would continue to work as expected, with no planned retirement date. However, within the past 24 hours of this alert, another client reported an issue with the old email addresses not accepting emails. This may be unrelated, but after raising the issue with NetSuite again, their recommendation is to proactively switch to the new email addresses to reduce risk.
Impact:
There are two Email Capture Plugin email addresses that are impacted within our solution. You can find the new email addresses by going to Customization > Plug-ins > Manage Plug-ins. Below is an example of the screen showing the Email Capture Plugin email addresses:
"AWA Email Capture" is used to receive approval/reject responses via email. "SquareWorks: ABM Email Upload" is used to receive inbound vendor invoices to be scanned via OCR.
This change impacts all customers who email invoices to be scanned or approve via email. As of this notification, only two customers have reported at potential problem using the old email addresses. In those cases, vendor invoices send to their old email address failed to appear in their invoice queue.
Resolution:
NetSuite has recommended that all customers update their process to use the new email addresses.
If you currently email invoices to NetSuite to be scanned via OCR, you should update your internal processes / email server to forward invoices to the new "SquareWorks: ABM Email Upload" email address found on the Manage Plug-ins page.
On 8/11, some of our clients reported issues with sending emails to NetSuite for uploading vendor invoices, as well as approving records through email. After investigating the matter, we confirmed that this was due to a widespread affecting Email Capture Plugins, which Automate uses to process Email approvals and invoice processing. It's important to note that this NetSuite incident is not limited to Automate, but to all NetSuite accounts using NetSuite's Email Capture Plugin technology.
We are pleased to report that NetSuite has resolved the issue. However, we strongly advise you to take the following actions to stay ahead of this NetSuite change and minimize risk:
Email addresses may have changed during the process of resolving this issue, and clients should validate and correct any email addresses using the process found on our online documentation page . Even if you have previously completed this step, we strongly recommend that you validate these addresses again.
If you currently have employees approve records via email, you should update your approval settings to use the new "AWA Email Capture" email address found on the Manage Plug-ins page. Copy the new email address and then navigate to Setup > Approval Workflow Automation > Approval Settings. Edit the page, and enter the copied email address into the Email Capture Address field, replacing the existing email address, and save the settings:
