Sysco EDI (Integration) Ticket Standard Operating Procedure

The standard process for requesting a resend for an invoice or a price file/catalog is the following.

Requesting Support/Help for Customers

The process below is for opening incidents/tickets with the Sysco Service Desk (CSG) regarding electronic files (EDI or Non-EDI) issues.

Complete the following steps:

1. Send an email to: 000-customer.support@corp.sysco.com  or servicedesk@corp.sysco.com or call 281-584-1190.

2. For SAP OpCo’s, ask the support desk to route the ticket to the Level 2 Sales SAP B2B team.

3. For SUS/Legacy OpCo’s, ask the support desk to route the ticket to the Level 2 Sales Legacy B2B team.

Requesting an Invoice or Catalog Resend

Use the following guide to help expedite the resend of an invoice or catalog.

1. Email To — In the To: field of the email, always type 000-CUSTOMER.SUPPORT@corp.sysco.com or servicedesk@corp.sysco.com.

2. Insert Subject—In the Subject: field, type: B2B – Request Invoice or Catalog Resend for <add Customer Name>.

3. Insert Body of Message— B2B Team - Please trigger a resend of the invoices or catalog noted below.

Missing Item Numbers, Split or Broken Case items

• Send an email to: 000-customer.support@corp.sysco.com  or servicedesk@corp.sysco.com cc: helpdesk@decisionlogic.co  and your Account Manager or Implementation Manager.

• Customers will need to provide a list of Sysco item numbers from the Decision Logic Bid File Maintenance that is missing OR that need to be configured as Split or Broken Case items to Sysco.

• Sysco will need to add items and will do so every Friday before 9 am CDT.

• Sysco will need to ensure items are properly formatted for Decision Logic split/broken case setting.

  • To do this Sysco must provide two lines for each split/broken case in the .832 file. One line for the case price and a second line for each price. 

  • Decision Logic can share customer numbers and item numbers with Sysco IT where this format is working correctly to ensure they apply the same format for each Opco's Integration. 

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