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Error message when trying to reopen statistics orders

Refer to Product Ideas
Joppe Borsboom

#378573 - Pieter Fourie Mike Schepker Satya Ram Nukala Nicole Loh 

1. General
Business impact if not resolved: Unable to modify actual values to update stakeholders reports.
Short Summary of issue: Message "The selected order cannot be cancelled because it has been invoiced." showing up for order that was not invoiced.
Macro Vertical: Convention Centers

2. Debug Environment:
Customer DB Location: Hosted
Database: Palexpo_PROD_1500600635_USI
Server: Debug-EMEA,1433
Version: 25.4.9517.21950 (20260121)
V30 Link: https://supportwebemea.ungerboeck.com/Palexpo 
User Login: usiadmin / ITRocks2014
New UI or Classic UI: New UI

3. Examples & Links (provide relevant examples & links):
Org Code: 10
Event ID: 15207
Work Order: 340081

4. Recreation Steps:

  1. Edit event 15207
  2. Click Actions > Tools > Open Statistics Orders
  3. Notice the error message:
    The selected order cannot be cancelled because it has been invoiced.
  4. In the Main Menu, go to Work Orders
  5. Edit order 340081
  6. Click Actions > Tools > Open Work Order
  7. Notice the error message:
    Work order cannot be opened for this order because the order is closed.

Expected behavior/outcome: Customer would expect to be able to reopen the order in order to update reports.

5. Attachments: 

Comments

12 comments

Date Votes
  • Seth Halvaksz

    Following

  • Mike Schepker

    Joppe Borsboom I'm not all that familiar with Statistics orders. Can you open the Stats order so that you can then reopen the work order and work order items?

  • Joppe Borsboom

    Thanks Mike Schepker! No, it looks like the stats order cannot be opened at all.

  • Mike Schepker

    I'm not sure then. Anthony Costantino Do you know about Statistics orders at all or know who would?

  • Anthony Costantino

    Joppe Borsboom  Mike Schepker  Seth Halvaksz this is product gap with Statistics Orders.

    Martin Stephens i yield the floor to you, i know this is a personal hotspot for you.

  • Seth Halvaksz
    Edited

    This question about Statistics Orders was already answered in another post by Martin (see Martin's full response in this post):

    https://documentus.zendesk.com/hc/en-us/community/posts/32163340422551

    This post is about cancelled statistics orders, however i'm not sure if it also applies to closed statistics orders.

    I searched Pendo and couldn't find an enhancement request for re-opening statistics orders.

  • Martin Stephens

    Yes, the issue is related.  For the same reason you cannot reinstate cancelled statistics work order, you also cannot reopen closed statistics work orders (at least that I have found).  The Statistics order needs to be deleted (all statistics removed from the event) and recreated (added back in from the statistics section).  Before deleting, you need to jot down all the statistic values because when you delete them they are permanently lost.

    The result will be a new statistics work order that is open and can be edited.

  • Joppe Borsboom

    Martin Stephens, thank you for your suggestion. We shared this with the customer, and they came back with the following:

    1. Your suggested solution to delete statistics items does not work. Please see below screenshot for event 15207 in TEST
    2. We cannot delete the statistics function either. This is the event default function (booking rate function) and cannot be deleted, by design.
    3. Please explain what Actions / Tools / Close Statistics Orders and Open Statistics Orders are supposed to do. Our understanding is that this is how you close/open statistics orders - the former works but not the latter.

     

    Can you maybe provide next steps to proceed? Thanks!

  • Martin Stephens

    You could try deleting the actuals from the work order directly, however my suspicion is that this will not work for a closed service order.  If this does not work, it feels like we have reached a dead end.  A support ticket should be submitted.

    • We cannot edit the statistics without reopening the work order.
    • We cannot open the work order without opening the service order (which does not exist).
    • We cannot delete the statistics because the work order items are closed (which creates the actuals).

    As best practice, I recommend NOT entering statistics into the booking function.  A separate statistics function should be created to house these numbers.

  • Seth Halvaksz

    @... can you update the documentation to say you cannot re-instate either cancelled or closed statistics work orders.

  • Linda Moyer

    Seth Halvaksz  Added it to the list.

  • Linda Moyer
    Edited

    https://supportcenter.ungerboeck.com/hc/en-us/articles/204563568-Add-and-Manage-Event-Statistics and  https://supportcenter.ungerboeck.com/hc/en-us/articles/204557838-Statistic-Resources have been updated. Many thanks to Martin for answering questions for me!

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