Recover Sales Orders That Are Locked or Not Started

Recover Orders That Are Locked

Assume you submit a sales order, then Order Management locks it during validation. If validation fails, then Order Management changes the status back to Draft and unlocks the order. In some rare instances, the order might unexpectedly go into Draft, locked status for a long time, and you might encounter an error.

Order Management can't process the change request because it's still processing the sales order. The order is currently in DOO_DRAFT status. Try again later.

You can unlock it.

Assume you need to unlock draft order 507030 for the Computer Service and Rentals customer.

Wait for 30 minutes after you submit the order.

You must wait. Order Management won't attempt to unlock a draft, locked order until 30 minutes after you submit the order.
Sign into Order Management with the Order Manager role or the Error Recovery role.

Make sure the role includes the FOM_FORCE_UNLOCK_ORDER_PRIV privilege. Ask your order administrator for assistance.
On the Overview page, search for sales order 507030.
On the order header, make sure the order is in Draft, locked status.
On page Order: Computer Service and Rentals 507030 Draft, click Actions > Force Unlock.

This action only displays 30 minutes after you submit the order, and only with a new sales order. You can't unlock a revised sales order.
Click OK in the warning that displays, then click Refresh.
Verify that Order Management removed the lock and you can edit the sales order.

Unlock Right Away

You can use Force Unlock on sales orders that are locked and also in Draft status, but only until at least 30 minutes after the last update. If you can't wait that long, then run the Recover Errors scheduled process. Continuing our example, you would use these values:

Parameter	Value
Orchestration Order Number	507030
Order Orchestration Function	Start Orchestration

The Start Orchestration function will restart the orchestration process for each locked, draft order as soon as you submit the scheduled process. If the restart is successful, then the orchestration process will clear the lock, set the order's status to Processing, and submit the order to fulfillment. For details about Recover Errors, see Fix Errors in All Sales Orders.

For another example, assume you have 3 draft orders that are in locked status, and the Ordered Date for all of them is 10/18/23 10:10 AM. Here are your values:

Parameter	Value
From Ordered Date	10/18/23 10:09 AM
To Ordered Date	10/18/23 10:11 AM
Order Orchestration Function	Start Orchestration

Make sure you specify From Ordered Date and To Ordered Date parameters to within a few minutes of the Ordered Date on the sales orders. This will filter the orders that the scheduled process must consider.

Recover Orders or Lines That Aren't Started or Get Stuck

You might encounter sales orders or order lines that remain stuck when you create or revise the order, or do an action, such as split or schedule a fulfillment line. For example, you notice that the Actual Start Date attribute remains empty on the fulfillment line and the line never proceeds through fulfillment, or the line remains in Not Started status after you do an action.

To recover from these errors, we recommend that you run the Recover Errors scheduled process with these values:

Parameter	Value
Order Orchestration Function	Start Orchestration
Scope	Order Fulfillment Errors

The scheduled process will attempt to recover these stuck orders and lines. Note that it will only consider orders and lines that are not started after at least 90 minutes since the last update on the order or line.

You can also use the Order Number parameter to filter for a specific sales order, or the From Ordered Date and the To Ordered Date parameters to filter according to a date range.