Time required: 5-10 minutes (reference guide)

Prerequisites:

Expected results: After reviewing this guide, you will know how to resolve the most common issues with email linking, ERP integration, missing data, and action execution.

The error message just says "Building required" but you've already selected a property. The tenant is waiting for confirmation. Your ERP system shows the ticket exists but Captured Knowledge doesn't see it.

This guide gets you unstuck. Each problem includes why it happens and exactly how to fix it.

Category

Frequency

Examples

Email Linking

Common

Wrong case assignment, thread issues

ERP Integration

Medium

Sync errors, ticket creation

Missing Data

Common

Building required, missing contacts

Action Execution

Rare

Permissions, system errors

Problem: An email was automatically linked to Case A, but it actually belongs to Case B (or should create an entirely new case).

Why this happens:

Solution 1 - Move to Correct Case (if you know the right case):

Solution 2 - Create a New Case (if you're not sure where it belongs):

Solution 3 - Unlink Completely:

Prevention: Review AI-suggested case links before accepting them. Check property and contact details carefully. When in doubt, use "Create new case" with specific instructions so the AI has the context it needs.

Note: You cannot create a new case from emails you created and sent from within Captured Knowledge.

Problem: You want to link a case to a specific ERP ticket via the ERP Ticket tab, but the ticket is already linked to another case.

Why this happens:

Solution 1 - Merge the Cases (best for duplicates):

Result: One consolidated case with complete communication history.

Solution 2 - Reassign the Ticket (Unlink & Relink):

Result: The ticket is now linked to the correct case.

Solution 3 - Create a New Ticket (for new incidents):

Result: Each incident has its own ticket for clean documentation.

Prevention: Before linking, check if the ticket is already connected to an active case. Create separate tickets per incident for recurring problems.

Problem: Error when creating ERP ticket or work order: "Building required" or "At least one building must be selected."

Why this happens:

Solution 1 - Import from Case (if case has buildings):

Solution 2 - Manually Select Buildings:

Solution 3 - Add to Case First:

Prevention: Always verify case has buildings before creating ERP actions. Add buildings when creating a case if known.

Problem: An action failed with an error message.

Common errors and solutions:

Error

Solution

"ERP ticket must exist before creating work order"

Create or link an ERP ticket on the case first. If the case already shows an ERP ticket and you still get this message, save the work order as a draft and execute it from the draft card.

"Building required"

See Missing Real Estate Warning above

"Invalid recipient email address"

Check "To" field for typos, verify format ([email protected])

"Failed to sync with ERP system"

Wait 1-2 minutes and retry. If persists, check if ERP system is accessible

"Title is required" or missing field

Fill all required fields (marked with *)

"You don't have permission"

Check with team administrator about your role/permissions

General troubleshooting:

Problem: Search returns no results even though the entity exists.

Searching for Cases:

Searching for Emails:

Searching for Properties/Buildings:

Searching for Service Providers:

General tips: Start broad, then narrow. Use partial matches ("River" finds "Riverside Building"). Try different terms ("leak" vs "drip" vs "water issue"). Remove special characters. Check spelling carefully.

Problem: ERP ticket created in Captured Knowledge not appearing in ERP system (or vice versa).

Solution 1 - Wait and Verify:

Solution 2 - Check Ticket Details:

Solution 3 - Verify ERP Connection:

Solution 4 - Check for Duplicates:

Solution 5 - Manual Recreation:

Prevention: Fill all required fields before creating. Wait for success confirmation before navigating away. Verify ticket appears in ERP Ticket tab with proper number.

Problem: Clicked "Create new case" but nothing happens or no new case appears.

Solution 1 - Wait for Processing:

Solution 2 - Provide Better Instructions:

Instead of: (No instructions), "This is wrong", "Fix it"

Try: "This email is about Apartment 3B heating issue, not Apartment 4C plumbing", "Create a new case for this water leak - it's not related to the old heating repair", "This should link to ERP ticket #1234 about roof repairs"

Solution 3 - Check Unlinking Options:

Solution 4 - Use Manual Linking Instead:

Solution 5 - Report the Problem:

"I can't see my teammate's cases"

Problem: You cannot see cases that belong to your team members.

Solution: Check team filters and date range. Verify permissions with team administrator. Ensure you're in the correct team view.

"Attachments won't upload"

Problem: File upload fails or hangs.

Solution: Check file size (20MB limit per file). Try different file format. Verify internet connection. Split into multiple smaller files if needed.

"Changes aren't saving"

Problem: You make changes but they don't persist.

Solution: Click "Save" button explicitly. Wait for confirmation message. Check for validation errors in form. Refresh page to verify changes.

"I can't delete a case"

Problem: There's no delete option for cases.

Solution: Cases are archived, not deleted (preserves audit trail). Change status to Resolved or Rejected, then archive.

If these solutions don't work:

Include all the above information for fastest resolution.