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Adding Other Actual to Work Order Results in Incorrect Item Status

Heather Lightsey
Edited

Zendesk Ticket: 386441

Account: Boise Centre

Region: US

Articles used in your research: Work Order Item Actuals, Complete Work Orders and Work Order Items, Using the Work Order Items Page

 

General:

Business impact if not resolved: Leads to a lot of reentry data and repeated work

Short Summary of issue (issue description): When an event has something delivered during an event that was not originally ordered, the customer's Operations team will go into the work order and right-click on an item and select "Add Other Actuals." From there, they add the resource and units then click Save. This results in a work order item with no status (The status field is blank). This item cannot be edited - when you right-click and select Edit WO Item, a system message appears saying "This option is not available for the selected items".

Macro Vertical: Convention Centers

 

Debug Environment:

Customer DB Location: Hosted

Database: BoiseCentre_Prod_0950872899_USI

Server: Debug-US,1433

Version: 25.4 (also able to recreate on their Test which is 26.1)

V30 Link: https://supportwebus.ungerboeck.com/BoiseCentre_Prod/

User Login: usiadmin / ITRocks2014

 

Recreation Steps:

  1. Navigate to service order 159029
  2. Click on the Work Orders tab and select the A/V work order
  3. Right-click on one of the existing items and select Add Other Actuals
  4. Enter the resource "Choir Microphone" then the number of units and click Save
  5. Notice the Item Status field is blank on the Choir Microphone item
  6. Right-click on the new item and choose Edit Work Order Item > a system message appears saying you cannot edit the item because it has actuals attached
  7. Right-click on the new item and choose Edit Actuals > The Edit Actual Service Order Item window opens, but the Units field is greyed out and uneditable

 

Things I Have Tried:

  1. Verified that the items exist on the price list (based on this previous, similar, unanswered Documentus post: Item Status not showing for Service Order Items not on price list)
  2. Verified that the items are not marked Ordered Only

 

Observed vs. Expected Results: Would expect a valid status to appear on the newly created work order item

What does the client want to accomplish: Ability to edit actual items for these new items if needed when moving between Operations and Event Managers

 

Tagging: Cathy Herrick please advise

 

Attachments:

Attachments or screenshots:

Customer's Recording: https://share.birdie.so/i/a7PhAyeP

Support's Recording: 386441.mp4

Comments

3 comments

Date Votes
  • Anthony Costantino

    Heather Lightsey this is working as designed i'm afraid. When ‘other actuals’ are added directly via Add Other Actual, they can't be edited afterwards and must be deleted and re-added. I can't explain why it was made that way but Boise should submit a product enhancement request in Pendo.

    Seth Halvaksz

  • Heather Lightsey

    Thanks, Tony. I advised the customer of this and sent them the link to Pendo. I also sent a feedback request to @... about including this information in the KB article https://supportcenter.ungerboeck.com/hc/en-us/articles/209867267-Add-Items-to-a-Work-Order since it is expected behavior.

     

    Appreciate your input and guidance as always, Tony!

  • Linda Moyer

    I'll definitely get this added (and thank you Heather Lightsey for using the feedback feature!). Is there a recommended workflow for this that I can point users to?

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