Manage Backorders

Service Logistics interacts with Global Order Promising (GOP) to find parts availability and return a source warehouse or subinventory when a sales order or transfer order is created.

When a part requested for a service request or work order isn't available, a backordered sales order or transfer order line is created. The order is processed when inventory is available.

Global Order Promising might not return a source warehouse in the following conditions:

• Sourcing and ATP rules aren't set up for the organization

• The quantity of the item required isn't available at the source warehouse

• Requested items can't be shipped before the need-by date

A default source must then be identified to create the sales order or transfer order.

For customer replaceable parts, if a default source can't be identified, a backordered sales order line is created without a source, arrival date, or shipment method.

For technician replaceable parts, if GOP doesn't return a source, then the application will try to identify a default source warehouse based on the following inventory source setup:

• The source set up at the destination organization-subinventory-item level

• The source set up at the destination organization-subinventory level

• The source set up at the destination organization-item level

However, if a default source is returned, a transfer order is created without the arrival date and shipping method. If a source isn't returned, the transfer order won't be created.

For information about setting up a default source for items, see the Getting Started with Service Logistics Implementation guide.

When the part or item requested is available, the backorder is processed and the item is shipped to the customer or field service technician. The order line details are updated to reflect the shipment method and arrival date.