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Actuals getting created with an Open Item Status

Refer to Support
Samuel Davidson
  • Description of the issue: Completing Work Order creates an Actual in an Open Status
  • Account name: Vancouver CC
  • Region: Canada
  • Client version: 25.1_2025102001
  • Steps to reproduce:
    • Go to Event 205468 < Go to Service Order Items tab
    • Verify the view is on PavCo - Events > Notice under Audio/Visual there are Actual items in an Open Status < Look at the Client Services and see some Ordered items in an Open status
    • Go to the Work Orders tab < In the Client Services group, right click on a work order < Complete Work Order
    • Once completed, go back to the Service Order Items tab < Under the Client Services, find the Actuals that got created from completing the work order in the step above < notice the Actuals get added with an Open status rather than no status (which is what is expected)
    • The same workflow as above creates Actuals without a status on Event 222817
  • Observed results vs Expected results: The expected workflow is an Actual will get created with no status, however on some events this is getting created with an Open status
  • What is the job the client is trying to accomplish: 
  • Business impact if not resolved:
    • Confusing the Events Team on what is ordered/delivered - it looks like items are being duplicating which is causing confusion
  • Link to Zendesk ticket: https://ungerboeck.zendesk.com/agent/tickets/371179
  • Local v30 URL: https://supportwebus.ungerboeck.com/VancouverCC_Prod/app85.cshtml?ReturnUrl=%2fVancouverCC_Prod#/events/205468?data=41a6f5125c4c25439a59dbf58a62f8275c6d

Notes: 

  1. I've confirmed with Tony Costantino that we expect Actuals to get created with no status. 
  2. It looks like this might have been an issue for a while, but never discovered - Searching S.O. Items from the main menu and searching/filtering on items in an Actual phase and with an Open Status returned a lot of results for PavCo and in the QA Database for 25.1 and 25.3

Should Actuals always get added without an Item Status? Is there something that causes these Actuals to get created with this status? This isn't preventing any orders from being invoiced and can be filtered on the S.O. Items page to only show ordered, which is the current workaround. 

Comments

6 comments

Date Votes
  • Samuel Davidson

    Cathy Herrick 

  • Cathy Herrick

    Richard Marmura  - I would test to agree with Tony that I do not think Actuals should be getting a status, however with as far back as Sam found this occurring maybe we are wrong?
    What's the code design supposed to do?

  • Samuel Davidson

    Richard Marmura Just wanted to reach out this and see if there is a config issue causing the Actuals to get created with an Open status or if this is a bug? 

    Thanks!

  • Samuel Davidson

    Seth Halvaksz Richard Marmura Hey just wanted to follow up on this again as my SLA is expiring. Please let me know! Thank you! 

  • Seth Halvaksz

    Sam, please create a jira ticket for this.

    I asked engineering, and not sure why its adding a status sometimes and not others.

    When submitting, please include a detailed example where it does create Actuals with no status, in the steps-to-reproduce.

  • Samuel Davidson

    Okay will do and I will make sure to include those. Thanks Seth!

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