Correcting an Imbalance in the End of Day Wizard

Sun, 08/21/2011 - 09:18 — Doug

First, verify no users are in the middle of selling tickets, donations, or passes. The End of Day wizard excludes any order in the process of being modified (i.e. tickets being sold) and does not journalize them.
- When you start the end-of-day wizard, if there any orders in the state of being sold, you will see a list of the orders, the patron and the user who is editing the order. A message is displayed indicating the probable resolution.
- If an order is being sold and it contains a balance, then your end-of-day will be out by that amount. Therefore, if orders are older than 3 hours, you may want to talk to the sales representative and/or clear the order being sold flag by highlighting it on the list and clearing it. You can also access this window from Setup >>Batch Functions >>Orders Currently Being Sold.
Re-run the End of Day process again to see if any new sales show up.

Do the sales entries again to look for new sales that came in while the last 'create sales entries' was running and compiling the G/L. This can be needed if it was a very busy day and sales are still occurring while the a prior 'create sales entries' was being processed. Also, note TM is designed to allow sales to occur while end of day is being done, so this is normal.
Optionally, redo the deposit to look for new payments. You should never do this step unless you plan on taking the extra money to the bank. Any money highlighted in this step would also have been displayed in the 'Pending Deposits' value on the upper right of the end of day wizard. This means doing a second deposit will never fix an end of day issue.

Run a Transaction History >> Transaction History List report.

Set the criteria as: trans date revenue >= (current date and time) to see if any user has their computer clock set into the future. If an order has a date set in the future, Theatre Manager will not post that order until that date/time has passed.

Theatre Manager uses the server date for all transactions, so this could only occur if the server date was set wrong (and in the future), and somebody or automatic time sync process discovered the server time error and reset it. You will rarely ever find this to be the problem.
However, If this is the case:
- Stop all sales (including pausing the web listener) and set the clock forward on both the server and the computer handling the End of Day process and redo the deposit/sales postings.
- Re-run the End of Day process to get these payments and sales entries. IGNORE any post dated payments.
- Then change the date on the deposit and sales entries to today.
- Change the date and time on the server and computer clock back to the proper time. After the future transactions have been posted, you can resume normal sales.

Run the report called Utility Functions and Database Analysis Reports >> Check Order and Transaction Balances.

Set the criteria as:
- order date updated >= (last date in balance))
- AND order flag-tickets archived=NO
- AND order flag-reservation only = NO
Fix the orders and transactions that appear in the report to make them balance.
Re-run the End of Day wizard.

Run Setup >> Batch Functions >> Order Balances

Go into Accounting -> General Ledger -> G/L Entries. Are there any manual G/L entries since last time balanced?

If so, check to see why it was created, and see if that is what is causing the imbalance.
Double click on the entry, and look at the A/R line.
If the A/R line matches the out of balance amount, it is the problem.
Re code the manual GL entry so that it does not adjust the A/R account.
Re-run the End of Day wizard.

Did the system crash in the middle of creating sales entry? If so make sure G/L entries are not out of balance.

Go back into Accounting -> General Ledger -> G/L entries, and make sure debits equal credits.
Run a Transaction History by Play (Totals only) report for the sales posting that is out of balance with the criteria:
- trans g/l reference # = (the SP journal entry that is out of balance).
Most likely, if this occurred, there are missing sales, donations, memberships, ticket fees, order fees, exchange fee and taxes in the A/R line. A manual correction of the GL Entry is required (or simply a reposting of the missing transactions) to add missing detail lines or adjust the debit/credit amount of the existing lines to match to the transactions that were journalized to the G/L Entry.
Run a Utility Functions and Database Analysis >> Check Transaction and G/L Entry Balances report with the criteria:
- trans date revenue >= (the last time the EOD was in balance).
This report will ensure that all transactions journalized to the GL Entry actually match the detail lines in the GL Entry. If not, a manual correction of the GL Entry is required (or simply a reposting of the missing transactions) to add missing detail lines or adjust the debit/credit amount of the existing lines to match to the transactions that were journalized to the G/L Entry.
Re-run the End of Day wizard.

Did the system crash in the middle of a deposit? The deposit entries will need to be fixed in order to balance.

Go to ,Accounting >> General Ledger >> G/L Entries, and check to see if there are two deposits for one day.
Run a Bank Deposit report for both deposit numbers. One deposit will appear to be in balance, but will be lower than expected, while the other one will be unbalanced.
Edit the deposit to match the amount that the other deposit is off. For example:
- The deposit total is $2000, half cash and half check.
- The deposit that balances totals $600 cash and $500 check, with $1100 A/R.
- The other Deposit totals $2000, but does not have A/R.
- Change the deposit that does not balance to show $400 cash, $500 check and $900 A/R, so that the two deposits will total $1000 cash and $1000 check.
Run a Utility Functions and Database Analysis >> Check Transaction and G/L Entry Balances report with the criteria:

This report will ensure that all transactions journalized to the GL Entry actually match the detail lines in the GL Entry. If not, a manual correction of the GL Entry is required (or simply a reposting of the missing transactions) to add missing detail lines or adjust the debit/credit amount of the existing lines to match to the transactions that were journalized to the G/L Entry.
Re-run the End of Day wizard.

Has anybody gone into a Patron's transactions and either duplicated or reversed debits and credits in an attempt to fix something? If so:

Contact AMS with the patron account, the order and the transactions that have been changed.
If possible, AMS can assist with finding the transactions and creating new ones to balance the End of Day.

Run a Utility Functions and Database Analysis Reports >> Check Order and Transaction Balances report again.

Broaden the criteria to look for more data:
- order date updated >= (a much longer time in the past)
- AND order flag-tickets archived=NO
- AND order flag-reservation only = NO
Fix the orders for any patrons orders and transactions who appear in the report.
Re-run the End of Day wizard.

Main menu