Examine Error Messages for Sales Orders

Order Management displays exceptions that cause an error so you can view exception details and history, then fix the problem.

Order Management displays an exception when an error happens in Order Management or in some other application, such as a billing application. You can use the Manage Order Orchestration Messages page to view exceptions, such as fulfillment line exceptions.

Order Management Receives a Warning

Assume you're an order manager at a company that manufactures tables.

1. You notice a sales order for 100 burl tables.

2. Order Management scheduled and confirmed the reservation for the fulfillment line for the sales order.

3. The orchestration process sent a shipment request to the shipping system.

4. Personnel at the warehouse ask the sales representative to hold the shipment because a fire happened in the warehouse.

5. The sales representative applies a hold on the sales order, then sends the hold request to Order Management.

6. The shipping system can't apply the hold because someone already picked and released the sales order.

7. The shipping system sends a warning to Order Management, and Order Management rejects the hold request.

8. The sales representative calls you on the phone to discuss the rejected hold request.

9. You investigate.

   • On the Overview page, click Tasks > Manage Order Orchestration Messages.

   • On the Manage Order Orchestration Messages page, set the Order Orchestration Function to Equals Manage Hold, then click Search.

   • Examine the details and explain the reason for the rejection.

Order Management Rejects a Change Order

You are an order manager at a company that manufactures stainless steel pipe.

1. You create a sales order for 100 pipes.

2. The customer calls to change the order quantity a few days after Order Management sends the shipment request to the shipping system.

3. You modify the sales order, then submit the change order.

4. The shipping system already shipped the sales order, so Order Management rejects the change order and saves the error details.

5. You use the Manage Order Orchestration Messages page to examine the order details, and to search for and access the sales order so you can determine the reason for the rejection.

Assignment Rules are Missing

You are an order manager at a company that provides digital network service.

1. Order Management receives a source order, but doesn't assign an orchestration process to it because the process selection rules are missing.

2. You view the exception on the Manage Order Orchestration Messages page, and notice that the same error affects more than one sales order.

3. You notify your order administrator, who then adds the process selection rules.

4. Some time later, the order administrator uses the Error Recovery privilege to run the assign and launch process.

5. Order Management assigns the orchestration processes to the sales orders.