Related Service Orders deleted when removed from contract
Refer to Product Ideas
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Description of the issue:
WhenService Orders are removed from contract, they end up being deleted from the system completely.
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Account name:
Fira Internacional de Barcelona - CCIB
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Region:
EMEA
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Client version:
25.12025090801
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Steps to reproduce:
- In the Main Menu, go to Contracts
- Search for event 25612 (Gartner IT Symposium/Xpo 2025)
- Right-click contract ID 25612-03
- Select Edit Contract
- Click Yes/Continue to creating a revision
- Click No to creating documents
- Open the tab Related Orders
- Click Filters and Clear All
- Click Apply changes
- Choose an order from the list and take note of the number
- Right-click and Mark for delete
- Click Apply Changes
- In the Main Menu, go to Service Order
- Clear All criteria and then search for the number noted on step 10
- Notice that the order is not in the system any more
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Observed results vs Expected results:
Customer expects to only delete the order from contracts without deleting it from the system.
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What is the job the client is trying to accomplish:
Customer tried to remove duplicated service orders.
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Business impact if not resolved:
Deletion of invoiced service orders results in missing data.
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Links to articles where you've looked for solutions and also other steps you've taken to research the issue:
Add and Remove Orders on Contracts
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Link to Zendesk ticket:
#371915
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Local v30 URL:
https://supportwebemea.ungerboeck.com/Fira_Prod/
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Tagging Pieter Fourie
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Following
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Tagging Mike Schepker or Nicole Loh as Pieter is out for the week
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This is working as designed. The Orders tab of the contract allows you to remove orders from the contract via mark for delete, but the Related orders tab is showing orders related to the contract, not tied to the contract itself. Deleting them from here would be no different than deleting them from the Service Orders screen.
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Hi Mike Schepker Seth Halvaksz Client has come back to us with the following:
"If that is the answer from the product team, then either hey are wrong or indeed we have a bug.
In related orders are also shown and only shown the booking orders. So, the logic from product cannot apply here, because I cannot remove a booking when deleting the booking order. But then the rate is deleted, but my bookings remain on the contract.
So there is somewhere a logic failure or a bug.
Please ask again otherwise, because for being only an enhancement request this is a very serious issue."
Could you please have another look? I want to understand if this behaviour was something that was recently changed. -
I will defer to Mike Schepker to review the comment
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Luiza Thummerer I don't know what to tell you. The behavior has always been that when deleting the orders from Related Orders you are deleting the order from the system.
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No worries Mike Schepker! What would you say that is then the best practice for this situation she described? Would it be possible to remove it from the event, or would this also cause the booking order to be deleted?
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Luiza Thummerer I don't know enough about their business practices to recommend a best practice. I can only tell you how the software behaves, not recommend best practices for this.
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Hi Mike Schepker, no problem, thanks for letting me know! Seth Halvaksz should I add a new post in the Best Practices forum or is it okay to have this checked by someone who can inform us about them through this one? :)
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Luiza, ok if you just tag one of your colleagues on this post who could advise on best practices. It would need to be one of the consultants, as i am not aware of best practices for this either.
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Seth Halvaksz All good, their CSM will reach out with more details on workarounds :)
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