Update Department on Closed Orders (When Unable to Synchronize Resources)
Refer to Support
Zendesk Ticket: 341924 & 341148
Account: Calgary Exhibition & Stampede; LUKOM Ludwigshafener Kongress- und Marketing GmbH
Region: US; EMEA
Articles used in your research: Synchronize Resource Items
General:
Business impact if not resolved: Resource not attached to correct department for fulfillment
Short Summary of issue (issue description): Customer received the message: "The order item cannot be added, modified or deleted because the order is closed" when trying to synchronize a resource (expected) – There is a comment on the KB article that mentions a SQL statement could be produced to run the proper updates on closed orders. Is this still the case, and if so, would Tech Services be the team to create this SQL?
Macro Vertical: Other
Debug Environment:
Customer DB Location: Hosted
Database: CalgaryStampede_Prod_1861139482_USI
Server: Debug-Canada,1433
Version: 24.4
User Login: usiadmin / ITRocks2014
Recreation Steps:
- Navigate to the Resources window
- Search for Resource Code 19005-01
- Right-click > Edit
- Change the Department to Space Rental Charges and click Save
- On the Department Changed pop up, click OK
- From the Edit Resource window, click Tools > Synchronize Resources
- From the Synchronize Resources window, select Update Resource Departments and click OK
- The message appears saying that the resource cannot be updated because the order is closed
Observed vs. Expected Results: Expected the message about the orders being closed, but unsure on the process if the customer wants to update closed orders
What does the client want to accomplish: Update the department on a resource and synchronize resources
@... Seth Halvaksz
(Also tagging @... since she has a ticket about the same issue)
Attachments:
Attachments or screenshots:
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Official comment
Heather Lightsey i checked and it sounds like resources associated with open service orders should synchronize. Closed service orders do not sync. I'll mark this post as answered.
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Heather - i see the comment about SQL is a comment from Mark. Its not in the main KB article (tagging @... to ask if hiding/deleting comments is possible).
The article does make it clear of the gap here:
“To include closed orders in the process, we'd need an enhancement submitted”
So - this sounds like an enhancement request.
What workarounds can we recommend to customers here?
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Thank you, Seth Halvaksz . In my testing, the system doesn't seem to synchronize the resource where it is not closed if the resource is closed somewhere else. Does this sound accurate? If so, how do we allow the customer to synchronize resources on any non-closed orders, etc.?
For example, Resource A is used on Service Order 1 and Service Order 2.
Service Order 1 is closed, thus the resource cannot be synchronized.
Service Order 2 is open, so I would expect the system to be able to synchronize but it does not appear to do so because Resource A is used on a closed order (SO 1).
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Tagging Richard Marmura and Product Management to ask if one of them can help investigate this question
Rich/Carissa - this post has to do with “Resource Synchronization” which is a supported feature.
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FYI, Mark Fingerhut's comment is deleted.
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Refer this to dev/support. I took a quick look and I expect the issue is:
First check in SynchAndUpdateOrder on order Status is checking the first row in the table rather than the currently processed order.
This is just a hold-over from the way the v19 check worked (which was correct as we were only processing one order at a time). Now that we are processing multiple orders (which is good) we need to make sure we're checking the correct order header row.
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