This page collects the situations CRM users actually hit in xMatix — conversions that refuse, generation actions that won't run again, a Create Order that seems to do nothing, an empty configurator, a demo slot that won't book — with what each one means and the fix, grounded in how the engine actually decides.
A lead won't convert
"An opportunity has already been created for this lead." — conversion is once per lead; the lead already links to its opportunity, so open that instead of re-converting. If the deal needs restarting, work the existing opportunity — don't try to force a second conversion.
"Partner Account is mandatory for this transaction." or "Branch is mandatory for this transaction." — the release actions need to know who sells and from where. Either fill partner account and branch on the lead, or give it a postal code your organization has mapped, which resolves both automatically. See working leads.
A generation action refuses to run
The generation guards differ by action; do not assume one universal rule:
- Generate Quote on an opportunity currently has no duplicate or non-empty-lines guard. It can create another quote, including a header with no lines. Check existing related quotes and lines before running it.
- Generate Order / Generate Service Order on an opportunity have their own duplicate and line checks. A generated quote does not block those independent paths.
- Create Order on a quote is protected by sales-order validation against another linked order, but it does not require Approved or non-empty lines. Create Service Order can append again on repeated use. Verify related documents before either action.
Create Order on a quote does nothing
The quote is declined — declined quotes are skipped by order generation, silently. Clear the declined state only when the customer has actually accepted. If the quote is not declined and Create Order still produces nothing new, inspect its linked sales orders: the sales-order path rejects a duplicate linked quote even though the quote action itself does not require Approved or lines. See the quote lifecycle.
Repricing is refused
"No Quote Line found for Repricing." (and the opportunity equivalent) — repricing re-applies price list prices to lines, so a document without lines has nothing to reprice. If lines exist but a price still looks wrong after repricing, the issue is price list resolution, not the action — work through a price looks wrong.
A header field won't change
On opportunities, the partner account and branch are fixed at creation; on quotes, the account, partner account, branch, opportunity and asset are too. This is deliberate — downstream documents inherit them — so the fix for a wrong header is a new document with the right context, not an edit.
The configurator shows nothing
Get Configurable Items returns only lines whose item is a package — an ordinary item has nothing to configure. If the package line is listed but its component list comes back empty, the components exist but none apply here: components can be scoped to sale/service/purchase contexts and to partner accounts or account groups, so check the item's component definitions against this document's context and partner. See product configurator.
A demo won't book, or the slot is refused
The demo booking flow reserves branch slot capacity when you confirm, and refuses with the specific reason: the selected time slot is inactive, the slot does not belong to the selected branch, or the item is not applicable for that slot. Pick a slot that matches the branch and item, or have an administrator review the branch's slot setup. A full slot means capacity for that date is consumed — choose another slot.
No appointment slots are offered (preview)
For the appointment engine (preview, off by default): slots only exist where the scheduling switch is on, an active slot template covers the branch and date (effective window, weekday capacity not 0), and the date is a working day — holidays and days outside the branch's business hours release nothing. A refused status change means the transition isn't legal from the current state or the appointment is terminal; a refused cancellation near the start time is the type's cancellation cutoff working as configured.
A lead linked itself to the wrong account
At capture, a lead whose phone number matches an existing account links to it automatically and takes its name details. If the match was wrong (shared or recycled numbers), correct the number or the account link on the lead before converting — conversion reuses the linked account.