General Order Broker questions

Why can’t I work with systems, event logging, preferences, proximity uploads, or user profiles?

Your user roles control this access. See the Role Wizard for more information.

I changed a preference setting on one of our servers. Why hasn’t it taken effect?

When you change a preference, the preference settings are updated immediately only on the server where you performed the update, while additional servers continue to use the cached settings. As a result, if you use a multi-server environment for Order Broker, you need to open the Preferences screen on each server and click Update in order to apply the new preference settings.

Use the Cache... button at the About Order Broker window to determine if the current instance of Order Broker is sharing a cache with another instance.

How do I know which version of Order Broker is installed?

Select Systems > About Order Broker... to display the About Order Broker window.

Why did my Order Broker session time out? How can I get back in?

The UI Timeout setting at the Tenant - Admin screen specifies how many minutes to wait before timing out an inactive user session.

Once a session times out, you need to close the browser window and start a new session in a different window.

What are the password requirements?

For any user not flagged to use LDAP authentication, the password must:

•         be changed at least every 90 days

•         be from 8 to 25 characters

•         not contain any spaces

•         include at least 1 numeric character

•         include at least 1 letter

•         not be the same as the user ID

•         not be the same as any of the 4 previous passwords

The password is case-sensitive (A is not the same as a).

These rules apply to all Order Broker users, store associate users, and vendor users.

Note:  Vendor users are not eligible for LDAP authentication.

Why does some of the information on a screen looks incorrect, such as certain fields appearing in more than one area of the screen? Or why does the screen fail to display at all?

If you are using Internet Explorer, make sure that you are not displaying the Order Broker screens in Compatibility View mode. Compatibility View should be turned off for Order Broker.

Why did Order Broker return an error: Inbound Message failed validation?

Order Broker returns this error to a web service message if authentication is required for the web service and the request message was not sent with a valid user name and password. See the Web Service Authorization screen for background.

Why are my search results not correct?

Unless otherwise indicated, codes and names in Order Broker, Store Connect, and Supplier Direct Fulfillment are case-sensitive (A is not the same as a). When searching for a specific record on a screen, you must enter the case correctly; for example, if you are searching for reason code CAN, you must enter C, CA, or CAN in the code field, and not c, ca, or can.

Will trailing blank spaces in an inbound message cause an error?

Order Broker trims any trailing blank spaces from the fields in inbound messages, so trailing blank spaces do not cause an error.

Why can’t I generate reports?

Make sure that all servers have the same required fonts installed.

How can I open the XLSX version of a generated report?

If the XLSX version of the report does not open automatically in your browser, save the report file and then open it in with your spreadsheet application.

Why are report files sent as email attachments named Untitled.dat?

If your email server blocks the PDF or XLSX files as suspicious attachments, the files could be renamed as Untitled.dat. You can save the file and assign it the correct extension (PDF or XLSX), or you can request that your system administrator add the Order Broker server to a white list so that the attachments are no longer blocked.

How is the location of documentation and online help determined?

The locate-doc.properties file defines the URLs to use when linking to the Order Broker online help and Operations Guide. The settings in this file should not normally be changed.

Why don’t scheduled imports, exports, and reports run at the scheduled times?

Time differences: The times displayed on screens, and used for scheduled events such as imports, exports, and report generation, are based on the retailer’s time as specified at the Tenant - Admin screen. The retailer’s time may be different from your local time (the user’s time). For example, if the retailer’s time zone is two hours later than your local time zone, then an import scheduled at 8:00 runs at 10:00 in your local time. See Time Zones for a discussion.

Resolving scheduling issues: The Reschedule All option at the View Active Schedules screen stops and restarts the schedules for all jobs and periodic programs in the case of an interruption such as a server shutdown. Also, you use this option to start running all scheduled jobs and programs when first configuring Order Broker, or after applying an upgrade.

Where can I find information on import and export file layouts and mapping?

See Importing Locations through File Upload or File Storage API, Importing Products and System Products through File Upload or File Storage API, Importing Product Locations through File Upload or File Storage API, and Importing UPC Barcodes through File Upload or File Storage API for import details, file layouts, and data mapping.

See the System screen for information on the probable quantity export, incremental inventory import, and fulfilled inventory export.

After an upgrade, why aren’t orders displayed in Order Inquiry, and why aren’t reports generating?

A possible explanation is that the server.timezone setting in the locate-config.properties file was not set to a valid time zone during the upgrade process. Reset this property and restart the application.

Is there personally identifiable information in the log files?

All personally identifiable information for customers, vendors, or locations is removed from log files. Personally identifiable information includes names, address, email addresses, phone numbers, customer numbers, and tender accounts.

The personally identifiable information is replaced in the log with the text *** Removed by Logger ***. For example, the email address might appear in the log file as <email>*** Removed by Logger ***</email>.

Where are date, time, and numeric formats defined?

The date, time, and numeric formats displayed on Order Broker screens are defined at the User Profile Configuration screen.

The date, time, and numeric formats in system-generated emails are defined for the organization (see the Edit Organization screen).

Where are language settings defined?

The language settings include:

•         screens: the URL used for Order Broker

•         system-generated emails: the Language specified for the organization (see the Edit Organization screen) or at the Event Logging screen

Why can’t a user log in after the account was re-enabled?

You can disable a user account manually, but an account can also disabled if there has been a series of unsuccessful login attempts equal to the number specified in the Lock Out field at the Tenant-Admin screen. If you change the user account back to Active status, the account remains disabled until the Lockout Duration specified in the User Lockout options in WebLogic has passed.

Why does a submitted message fail with an authentication error, even though the Web Service User and password are correct?

A setting in WebLogic can require that the Web Service user and password not only be correct, but must map to an actual user ID and password. To correct:

•         Edit the config.xml file in <DOMAIN_FOLDER>/config/ where <DOMAIN_FOLDER> is the WebLogic domain on this application server.

•         Search for </security-configuration> and insert the following line immediately before this line:

<enforce-valid-basic-auth-credentials>false</enforce-valid-basic-auth-credentials>

•         If the below line exists in this same section, delete it:

<use-kss-for-demo>true</use-kss-for-demo>

•         Save this file.

How are log files and product import error files cleared?

It is the responsibility of the retailer to clear log files and product import error files.

Why are we receiving an “Invalid Tenant” error in web service response?

This issue can occur if the orob.default.tenant setting in the locate-config.properties file is not set to Y, or if the TENANT_CODE specified in the TENANT_CONFIG table in the Admin database is not Tenant1.

These default settings should not be changed.

How to resolve data cut off on screens or unnecessary scrollbars?

Depending on the browser you are using, the font size in your browser, the zoom level in your browser, and the Display settings for your computer, unnecessary scrollbars may be displayed on certain screens or windows.

Some things to try:

•         Make sure your computer’s Display setting is at 125% or less, and zoom out (-) if needed in the browser.

•         Decrease the font size in the browser.

Why is the online help slow to load, or why is the online help search slow?

It may be necessary to clear your browser's cache or recent history in order to correct an online help performance issue.

Why are screens displaying asterisks rather than personal information?

Data can be anonymized through the Completed Order Private Data Purge job, or through a web service request. Once the data is anonymized, it is replaced with asterisks, and cannot be recovered. The types of personal data that can be anonymized are:

•         Customer names, addresses, email addresses, and phone numbers (both sold-to and ship-to) on both sales orders and purchase orders

•         vendor names, addresses, email addresses, and phone numbers

•         Order Broker user names and email addresses

•         Vendor user names and email addresses

•         Store Connect associate names and email addresses

•         Brand contact names and email addresses

See Anonymizing Data for background.

Why aren’t screens displaying the organization hierarchy correctly?

Screens that display the organization hierarchy, such as the Probability Location, Probable Quantity Location, or Preferences screens, can’t display this hierarchy until a default shipping system is defined for the default admin user. See Assign the default shipping system to the default user for more information.

Merchandise Locator and Routing Engine questions

Why are no products displayed at the Products screen?

When you initially install Order Broker, there are no products in its database. You need to perform the steps described in Setting Up Data for the Routing Engine Module and then continue importing products or items from your default system.

Another possibility is that the cached information in the browser needs to be refreshed. To prevent this issue from occurring, if you use Internet Explorer:

•         Select Tools > Internet Options

•         In the Internet Options window, select the Advanced tab

•         Scroll down to the Security options and select Empty Temporary Internet Files folder when browser is closed

•         Click OK to apply the change

How can I tell when the availability information for a product location was last updated?

This information is displayed at the Browse Product Locations window. Availability information can by updated by:

•         the import process

•         responses to inventory inquiries sent by Order Broker, if the location is in an online system

•         entry at the New Product Location screen or the Edit Product Location screen

•         the incremental inventory update (see the Incremental Inv Update tab of the System screen)

Why are there no product locations for a product?

Confirm that the location was created in Order Broker, as described in Setting Up Data for the Routing Engine Module.

How can I display the probability rule assignments for a location, location type, or organization?

See the Probability Location screen.

Probable quantity rules: You use the Probable Quantity Location screen rather than this screen to assign probable quantity rules, which update the probable quantity that a system, such as your ecommerce site, can use to estimate an item’s availability. For more information, see:

•         the Probable Quantity Rules screen

•         the Probable Quantity Location screen

•         the Probable Qty Export tab at the System screen

Why can’t I display the New Location screen?

You need to first set the Use Proximity Locator preference at the Preferences screen. See Setting Up Data for the Routing Engine Module for an overview.

I have the Require Status Update flag selected for a system. Why is Order Broker generating duplicate emails to the specified email address?

The Email Interval specified in the Email Settings section of the Tenant - Admin screen controls how many minutes to wait between generating emails.

Why isn’t an Item # displayed at the Order screen?

If your user ID is not assigned a Default Shipping System at the User Profile Configuration screen, the Item # might not be displayed at the Details tab on the Order screen.

Why did a rejected order stay in rejected status?

This can occur if the Default Unfulfillable Location is not associated with the default system for your organization, because Order Broker cannot reshop the order unless there is a system product record for the system associated with the Default Unfulfillable Location.

Why was an entire order assigned to the Default Unfulfillable Location when it could have been partially fulfilled?

The Routing Engine does not initially create an order or line as partially unfulfillable.If there is no location that can fulfill the entire requested quantity of an order or line, or is flagged as Backorder Available, the entire order is assigned to the Default Unfulfillable Location.

How can I determine why an individual location was filtered as a sourcing location for an order?

Use the Trace Shopping Log screen to review the reasons why the Routing Engine eliminated each possible location from sourcing the order.

Note:             

•         The Routing Engine traces shopping logic only if the Trace Shopping Logic field is set to Detailed at the Event Logging screen. Typically, you would select to trace shopping logic only to research why certain locations are or aren’t selected to fulfill orders.

•         These history records are retained only for the number of Trace Log History days specified at the Tenant - Admin screen; after that number of days, the daily cleanup job automatically deletes the records.

Supplier Direct Fulfillment and Store Connect questions

Why can’t I create a vendor?

You cannot create a vendor for an organization until you create the default vendor system. See the default vendor system for background.

Where is the vendor’s contact name and address stored in the database?

The vendor contact’s name and address information, as well as the vendor’s name and Active flag, are stored in the location table.

Where is the vendor’s return address stored in the database?

The vendor’s return address information is stored in the contact table.

What is the DS Vendor location type?

The DS Vendor location type is required for you to create vendors for your organization. Order Broker automatically creates the DS Vendor location type for an organization when you create the default vendor system. You should not delete the DS Vendor location type.

How to resend invoices to the order management system?

If the order management system did not receive and create the invoices, you can resend one or more invoices by setting the posted_date in the vendor_invoice table to NULL. Order Broker then includes these invoices in the GetDSInvoicesResponse message the next time it receives the request from the order management system.

Why doesn’t the Vendor Portal or Store Connect landing page display the graphs and charts?

The Vendor Portal and Store Connect require Internet access to display the graphs and charts.

Why do the vendor’s invoice or shipment upload files remain in Uploaded status?

If you have not created the folder for vendor uploads, the CSV files remain in Uploaded status at the Invoice Upload or Purchase Order Shipping Upload screen in the Vendor Portal when the vendor attempts an upload. You need to create the SDFUploadData folder under usr/share/OrderBroker. 

Why does the Vendor Portal link in an email to the vendor open the Vendor Portal in a different language?

The VPA Url specified at the Drop Ship Preferences screen defines the link to the Vendor Portal to embed in emails to vendors, while the locale appended to the Vendor Portal URL controls the language displayed on Vendor Portal screens. Because each vendor’s locale is not automatically appended to the Vendor Portal link embedded in the email, clicking the link may bring the vendor to the Vendor Portal with a different language displayed.

For example, if the VPA Url specified includes a French locale, but an individual vendor uses an English locale, when the vendor clicks the Vendor Portal email in an email, the Vendor Portal opens with French displayed on screens.

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