Use Diagnostics to Troubleshoot Sales Orders

Use a diagnostic tool to troubleshoot problems you have with a sales order.

Note

• Run the tool directly from your Home page in real time.

• Get the current status of the sales order.

• Get results from a range of diagnostic tests. For example, run the Order Orchestration test to determine whether.

  • A shipment set in the sales order includes a line that can't ship, such as a warranty.

  • Order fulfillment is locked because of a force cancel action.

  • A hold failure happened.

• Get processing details about the sales order, such as which fulfillment tasks have run and their statuses.

Assume you must troubleshoot sales order 385081 that you created in the Order Management work area.

Try it.

1. Make sure you have the privileges that you need to administer Application Diagnostics.

   For details, go to Security Reference for Common Features, then see the Application Diagnostics Administrator chapter.

2. In the upper-right corner, click down arrow > Run Diagnostics Tests.

3. On the Diagnostic Dashboard page, in the Search for Tests area, enter the value, then click Search.

   Attribute	Value
   Test Name	Order Orchestration

4. In the search results, in the row that contains Order Orchestration Details in the Test Name attribute, add a check mark to the box that's left of the test name, then click Add to Run.

   In the Select Tests to Run and Supply Inputs area, notice that the page added a row.

   Test Name	Prerequisites	Details	Input Status	Test Identifier
   Order Orchestration Details	No	Icon you can click	Required Input Values Are Missing	Order Orchestration Details

5. In the Input Status column, click the caution icon.

6. In the Input Parameters dialog, in the New Value column, click the magnifying glass.

7. In the Search and Select dialog, enter the value.

   Attribute	Value
   Source Order Number	385081

8. In the search results, click that row that contains your sales order, then click OK > OK.

   In the Select Tests to Run and Supply Inputs area, notice the value.

   Attribute	Value
   Input Status	Inputs Edited: Required Input Values Validated

9. In the Test Run Submitted dialog, notice the text, then click OK.

   Tests Run "TestRun_958693F85A9E4A19E0535EBFF20A3CA7" has been submitted

Examine the results.

1. In the Diagnostic Test Run Status area, click View > Refresh, then examine the values.

   Attribute	Value
   Run / Test / Step Name	TestRun_958693F85A9E4A19E0535EBFF20A3CA7
   Execution Status	Completed
   Diagnostic Status	No Issues
   Report	An icon you can click to get details.
   Run By	Displays the user that you used to sign in, such as DIAG_ADMIN.

   The refresh displays all tests that diagnostics has run in the last 24 hours.

2. In the Run / Test / Step Name column, expand the folder, expand the child Order Orchestration Details folder, then notice the hierarchy that displays.

   TestRun_958693F85A9E4A19E0535EBFF20A3CA7
     Order Orchestration Details
       Diagnostics_Engine_Log
       Order Orchestration Data
   

3. Verify the status for each row of the hierarchy.

   Attribute	Value
   Execution Status	Completed

4. In the row that contains TestRun_958693F85A9E4A19E0535EBFF20A3CA7, in the Report column, click the icon.

   The tool displays an HTML page that includes a report summary.

5. Close the report.

6. In the Diagnostic Test Run Status area, in the row that contains Order Orchestration Details, in the Report column, click the icon.

   The tool displays an HTML page that includes a report summary.

7. Use the report.

Use the Report

Analysis Area

Use the analysis area of the report to get details about the current state of the sales order.

Analysis	Details That the Report Displays
Recovery action is pending for the order.	Source Order Number Display Line Number Suggested Recovery
Changes to order not successfully processed.	Source Order Number Display Line Number Suggested Recovery
Order lines that haven't reached a stable state.	Task Step Name Source Order Number Display Line Number Actual Start Date Suggested Recovery
Order lines that haven't reached a stable state for tasks with an explicit wait.	Task Step Name Source Order Number Display Line Number Actual Start Date Suggested Recovery
Order lines that a fulfillment task has locked.	Source Order Number Display Line Number Suggested Recovery
Order lines that a shipping task has locked.	Source Order Number Display Line Number Suggested Recovery
Order lines with problems that happen during error recovery.	Source Order Number Display Line Number Group Id Suggested Recovery

Diagnosis Area

Use the Order Diagnosis area of the report to identify problems that happened.

Analysis	Example Results That the Report Displays
Locked draft headers.	Sales order doesn't have a locked draft.
Fulfillment lines with null delta types.	Sales order doesn't have a null delta type.
Shipment set in this order contains shippable and nonshippable lines.	Shipment set doesn't have a mix of shippable lines and nonshippable lines.
Order fulfillment is locked because of force cancel.	There are no problems related to a forced cancellation.
Double orchestration exists for fulfillment lines in the sales order.	There are no problems related to a double orchestration.
This order has pending action requests.	All user request are done and no more changes are allowed.
No active wait record exists for this order.	There are no problems related to waits.
Previous change is pending for this order.	Order lines are healthy.
This order has hold failures.	There are no apply hold failures.
Active hold on previous change.	There are no active holds.

Processing Details Area

Use the Processing Details area to get details about the processing that Order Management has done for the sales order, such as order line details, orchestration process details, orchestration process steps that have run and their statuses, fulfillment task details, pending actions, holds applied, error messages, and so on.

Here are a few of the categories that the area contains.

• Processing Order Header

• Order Header Extensible Flexfields

• Order Lines

• Order Lines Extensible Flexfields

• Processing Fulfillment Lines

• Fulfillment Lines Details

• Order Orchestration Groups

• Process BPEL Instances

• Process Instances

• Step Instances

• Step Instance Details

• Task Instances

• Order State

• Process Hold

• Action Requests

• Inventory Reservations

• Order Warehouse Details

• Order Interface To Invoice

• Order Invoice

• Order Charges

• Order Charge Components

• Order Totals

• Error Message Icon

• Order Header Error Messages

• Document References

Details are extensive. Here's some example data from part of the Step Instances section.

DOO_PROCESS_ INSTANCE_ID	STEP_ID	STEP_NUMBER_NAME	TASK_NAME	STEP_INSTANCE_ID	TASK_INSTANCE_ID	GROUP_ID	STEP_ACTIVE	STEP_STATUS
300100087585425	213	[1300] Create Invoice	Invoice	300100087585434	300100087585430	300100087585407	ACTIVE	NOT_STARTED
300100087585425	214	[1400] Wait for Invoice	Invoice	300100087585435	300100087585430	300100087585407	ACTIVE	NOT_STARTED
300100087585425	208	[800] Wait for Procurement	Procure	300100087585436	300100087585431	300100087585407	ACTIVE	NOT_STARTED
300100087585425	209	[900] Create Reservation	Reserve	300100087585437	300100087585428	300100087585407	INACTIVE	NOT_STARTED
300100087585425	210	[1000] Create Shipment Request	Ship	300100087585438	300100087585429	300100087585407	INACTIVE	NOT_STARTED
300100087585425	211	[1100] Wait for Shipment Advice	Ship	300100087585439	300100087585429	300100087585407	INACTIVE	NOT_STARTED
300100087585425	204	[400] Pause	Pause	300100087585440	300100087585426	300100087585407	INACTIVE	NOT_STARTED
300100087585425	205	[500] Create Back to Back Shipment Request	Ship Back-to-Back Goods	300100087585441	300100087585433	300100087585407	INACTIVE	NOT_STARTED
300100087585425	206	[600] Wait for Back to Back Shipment Advice	Ship Back-to-Back Goods	300100087585442	300100087585433	300100087585407	INACTIVE	NOT_STARTED
300100087585425	201	[100] Schedule	Schedule	300100087585444	300100087585427	300100087585407	ACTIVE	COMPLETED
300100087585425	203	[300] Request Supply	Supply Orchestration	300100087585445	300100087585432	300100087585407	INACTIVE	NOT_STARTED
300100087585446	213	[1300] Create Invoice	Invoice	300100087585455	300100087585451	300100087585413	ACTIVE	NOT_STARTED
300100087585446	214	[1400] Wait for Invoice	Invoice	300100087585456	300100087585451	300100087585413	ACTIVE	NOT_STARTED
300100087585446	208	[800] Wait for Procurement	Procure	300100087585457	300100087585452	300100087585413	ACTIVE	NOT_STARTED
300100087585446	209	[900] Create Reservation	Reserve	300100087585458	300100087585449	300100087585413	INACTIVE	NOT_STARTED
300100087585446	210	[1000] Create Shipment Request	Ship	300100087585459	300100087585450	300100087585413	INACTIVE	NOT_STARTED
300100087585446	211	[1100] Wait for Shipment Advice	Ship	300100087585460	300100087585450	300100087585413	INACTIVE	NOT_STARTED
300100087585446	204	[400] Pause	Pause	300100087585461	300100087585447	300100087585413	INACTIVE	NOT_STARTED
300100087585446	205	[500] Create Back to Back Shipment Request	Ship Back-to-Back Goods	300100087585462	300100087585454	300100087585413	INACTIVE	NOT_STARTED
300100087585446	206	[600] Wait for Back to Back Shipment Advice	Ship Back-to-Back Goods	300100087585463	300100087585454	300100087585413	INACTIVE	NOT_STARTED
300100087585446	201	[100] Schedule	Schedule	300100087585465	300100087585448	300100087585413	ACTIVE	COMPLETED
300100087585446	203	[300] Request Supply	Supply Orchestration	300100087585466	300100087585453	300100087585413	INACTIVE	NOT_STARTED
300100087585467	213	[1300] Create Invoice	Invoice	300100087585476	300100087585472	300100087585419	ACTIVE	NOT_STARTED
300100087585467	214	[1400] Wait for Invoice	Invoice	300100087585477	300100087585472	300100087585419	ACTIVE	NOT_STARTED
300100087585467	208	[800] Wait for Procurement	Procure	300100087585478	300100087585473	300100087585419	ACTIVE	NOT_STARTED
300100087585467	209	[900] Create Reservation	Reserve	300100087585479	300100087585470	300100087585419	INACTIVE	NOT_STARTED
300100087585467	210	[1000] Create Shipment Request	Ship	300100087585480	300100087585471	300100087585419	INACTIVE	NOT_STARTED
300100087585467	211	[1100] Wait for Shipment Advice	Ship	300100087585481	300100087585471	300100087585419	INACTIVE	NOT_STARTED
300100087585467	204	[400] Pause	Pause	300100087585482	300100087585468	300100087585419	INACTIVE	NOT_STARTED
300100087585467	205	[500] Create Back to Back Shipment Request	Ship Back-to-Back Goods	300100087585483	300100087585475	300100087585419	INACTIVE	NOT_STARTED
300100087585467	206	[600] Wait for Back to Back Shipment Advice	Ship Back-to-Back Goods	300100087585484	300100087585475	300100087585419	INACTIVE	NOT_STARTED
300100087585467	201	[100] Schedule	Schedule	300100087585486	300100087585469	300100087585419	ACTIVE	COMPLETED
300100087585467	203	[300] Request Supply	Supply Orchestration	300100087585487	300100087585474	300100087585419	INACTIVE	NOT_STARTED

Get a Health Check

Run a test to scan through your database and identify problems across sales orders, then display a list of sales order that are in error.

1. On the Diagnostic Dashboard page, in the Search for Tests area, enter the value, then click Search.

   Attribute	Value
   Test Name	Order Management Health Check

2. In the Select column, add a check mark, then click Add to Run.

3. In the Select Tests to Run and Supply Inputs area, in the Input Status column, click the icon.

4. In the Input Parameters dialog, set the date range, then click OK.

5. Click Run.

6. In the Diagnostic Test Run Status area, click View > Refresh, then examine the values.

7. Refresh the view until Execution Status displays Completed.

8. In the Order Management Health Check row, click the icon in the Report column.

   Your browser displays the report in a separate tab.

9. Examine the results. For example:

   • Pending recovery for the order

   • Changes to sales order not successfully processed

   • Order lines locked by fulfillment tasks

   • Order lines locked by shipping tasks

   • Order lines that encountered problems while waiting for error recovery

   • Order lines that are at the Await Billing status even after being billed

   • Order lines that are missing references

   • Recover actions not available in Order Management work area but line has an error

   • Unstable sales orders

   • Performance of Order Management