Bug 7637113: ERROR RECEIVED WHEN ATTEMPTING TO SHI

 

Bug 7637113: ERROR RECEIVED WHEN ATTEMPTING TO SHIP CONFIRM

Hdr: 7637113 9.2.0.6 CONTROL 11.5.10.2 HOLDS PRODID-497 PORTID-46
Abstract: ERROR RECEIVED WHEN ATTEMPTING TO SHIP CONFIRM

*** 12/11/08 06:28 am ***
BUG TYPE CHOSEN
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  Code
Product: Oracle Order Management (497)
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PROBLEM STATEMENT
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On 11.5.10.2 in Production:
When attempting to ship confirm sales orders ship confirm failes due to hold on customer the following error occurs.

ERROR
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Ship confirm Error due to Customer on Hold.

STEPS
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The issue can be reproduced at will with the following steps:
1. enter sales order
2. book order- hold is placed on order due to credit limit (this is expected due to credit checking setup in customer form)
3. pick release order
4. Place Customer on hold - AR>COllections>Customer Account>place
customer on hold.
5. Ship Confirm order- Ship confirm fails due to CUstomer Hold (this is not expected)

BUSINESS IMPACT
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The issue has the following business impact:
Due to this issue, product is pick released and placed on hold at ship
confirm stage.
Users have to release hold at ship confirm which is not expected.



Verified the issue as noted below:

OWC session with customer .

Explained that the credit checking processor is not placing hold on at ship confirm, however due to the Customer hold placed in AR Collections the hold is being placed on customer order at any stage. Is this expected behavior?  Please advise.
WORKAROUNDS
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*** 12/11/08 06:28 am ***
*** 12/11/08 06:33 am ***
*** 12/11/08 06:49 am *** (CHG: Asg->NEW OWNER OWNER)
*** 12/15/08 01:42 am *** (CHG: Fixed->11.5.10.2CU)
*** 12/15/08 01:42 am *** (CHG: Sta->32)
*** 12/15/08 01:42 am ***
Support,

This is expected behaviour. When the hold is applied to the customer from AR, hold will be applied for all the open orders for that customer.
The hold can be removed for that customer itself from AR. This will release hold on all the open orders for that customer. Else, hold has to be removed individually orders.

(This is verified on internal instance.)

Thanks & Regards,
OM Dev.
*** 12/15/08 01:49 am ***
*** 12/19/08 07:49 am *** (CHG: Sta->15 Asg->NEW OWNER OWNER)
*** 12/19/08 07:49 am RESPONSE ***
1.  Describe how the current product is insufficient.
The current process places ALL open orders on hold when a customer account is placed on hold, regardless of the stage the order is in. 
After booking an order a customer hold should not impact that order.  User should be allowed to ship confirm the order without having to first go in and release the hold on the order.
2.  Provide a detailed description of the Enhancement Request.
When placing a credit hold on a customer account, the ability to choose how to hold orders, similar to creating hold sources in OM, would be ideal.  In this scenario the user can select whether to hold future orders/lines or hold existing orders/lines.  Would also like an option to hold  future AND existing orders/lines if necessary. 
3.  If possible, identify how  the product can be changed to achieve the desired result.Please see response  to question #2
4.  Explain why Oracle Development should consider the Enhancement Request.Placing a customers account on hold should not impact any existing orders that have been placed.  At the least it should be up to the discretion of the business to decide the impact of the customer hold on any orders, whether future or existing or both.
5.  Describe how this Enhancement will benefit the Customers business.
The current functionality places ALL orders on hold.  An order could be pick released and when the warehouse tries to ship confirm they cannot because the order is now on hold.  They then have to have someone remove the hold and run through ship confirm again.  This process disrupts the business flow on a daily basis.  It is expected that this  request would benefit all Oracle customers giving them control of how to handle orders when placing a credit hold on the customer account.
6.  Is this Enhancement affecting an implementation milestone?
No
7.  Please provide and describe the business flow that is affected by this Enhancement.Please see response to question