Troubleshoot Advanced Orders for Telesales

Assortment Products Not Displaying on Order Entry Grid

Possible Causes

• Product Discovery search indexing is disabled or incomplete.
• The Automatic Product Catalog Index Update preference is turned off.
• The product is excluded due to closed authorization list enforcement (IsClosedAuthorizationList = true) on the Order Product Specification.
• The product is unlinked from the Internal Organization Unit (IOU) or missing an active ProductInternalOrgUnit record.
• The customer account lacks an active StoreAssortment (or parent hierarchy inheritance via AccountFlattenedHierarchy) or LocationAssortment link.

Diagnosis

• Verify search index status in Setup.
  • From Setup, in the Quick Find box, enter Product Discovery, and then select Product Discovery Settings.
  • Confirm that Use Indexed Data for Product Listing and Search and Automatic Product Catalog Index Update are set to Enabled.
• If the index status is outdated or incomplete, click Generate Initial Index (or perform a full index rebuild).
• Open the target order product specification (OrderItemSpec) and check whether Is Closed Authorization List is enabled. If enabled, verify that the missing SKU is explicitly included in an active AssortmentProduct record.
• Verify market scoping for the product. Open Product Internal Organization Units and confirm an active link exists for the product and the ordering account's IOU. Check account listing assignments.
• Open Store Assortments for the customer account (or top-level parent account) and Location Assortments for the assigned warehouse (AssociatedLocation). Verify that Valid From and Valid To dates cover the current system date.

Resolution

• Enable Use Indexed Data for Product Listing and Search and Automatic Product Catalog Index Update in Product Discovery Settings, and then run a full search index rebuild.
• Add the missing product to the relevant Assortment record and ensure that AssortmentProduct is marked Active.
• Ensure the product is linked to the correct IOU via ProductInternalOrgUnit.
• If adding items outside listings is required for specific order lines (such as returns), configure an open listing OrderItemSpec for return item types.

Order Save Blocked by Validation Errors

Possible Causes

• Orderer Type Mismatch The customer account's AccountRole.AllowedOrdererType (Direct or Indirect) doesn't match OrderSpec.AllowedOrdererTypes.
• Missing Fulfillment Account An indirect order was created without selecting a required wholesaler or broker account (FulfillmentAccountId).
• Delivery Date Out of Bounds The requested OrderDeliveryDate violates lead-time rules (MinLeadTime, MaxLeadTime, or weekend delivery restrictions).
• IOU Alignment Mismatch One or more entities in the transaction chain fail to share a common Internal Organization Unit (IOU):

  • User: The rep's active IOU (InternalOrgUnitUser) does not match the account's IOU.

  • Account: The customer account (AccountInternalOrgUnit) is not mapped to the market IOU.

  • Order Specification: The selected order template (OrderSpec.InternalOrgUnit) belongs to a different market unit.

  • Product / UOM / Catalog: The product (ProductInternalOrgUnit), ordering package (ProductUnitOfMeasure), or catalog (ProductCatalogQualification) lacks an active, qualified link to the transaction's IOU.

Diagnosis

Inspect the inline validation error message displayed on the order entry screen:

• Orderer Type Error: Compare AccountRole.AllowedOrdererType on the account against OrderSpec.AllowedOrdererTypes.
• Lead-Time Error: Check OrderSpec.MinLeadTime and MaxLeadTime. Compare the difference between the current system date and OrderDeliveryDate.
• Fulfillment Account Error: Verify whether OrderSpec.FulfillmentAccountRequired is active and check AccountAccountRelation for valid wholesalers.
• IOU Alignment Error: Verify complete 4-way IOU scoping across all objects. Open Internal Organization Unit Users and Account Internal Organization Units to confirm the rep and account share the same IOU. Confirm OrderSpec.InternalOrgUnit matches the rep's assigned market unit. Verify ProductInternalOrgUnit.Qualified = true, ProductUnitOfMeasure.InternalOrgUnit matches, and ProductCatalogQualification.Qualified = true for that same IOU.

Resolution

• Assign an appropriate AccountRole record to the customer account matching the intended ordering channel (Direct or Indirect).
• Adjust the requested OrderDeliveryDate to satisfy minimum and maximum lead-time rules (MinLeadTime ≤ delivery lead time ≤ MaxLeadTime).
• Populate the Fulfillment Account (FulfillmentAccountId) field when placing indirect orders.
• Align the telesales user's assigned IOU with the customer account's market unit.

Historical Quantities Not Pre-filling on Order Screen

Possible Causes

• No past orders exist for the customer account within the lookback window (LookbackPeriodInDays).
• Past orders exist but are in Draft or Canceled phase rather than Activated status.
• The past orders don't match the current order's OrderSpec (order template) or OrderItemSpec (item template).
• The Apply Suggested Quantity toggle wasn't enabled on the order grid.

Diagnosis

1. Open the target order specification (OrderSpec) and check the Lookback Period In Days field value (for example, 30).
2. Query past orders for the ordering customer account. Verify whether orders exist within the last N days (where N ≤ LookbackPeriodInDays). Inspect the Order.Status field on past orders. Confirm whether Order.Status = 'Activated' (or Order.Phase = 'Released').
3. Verify that the past orders reference the exact same OrderSpec and OrderItemSpec templates as the order being created.

Resolution

• Ensure past historical orders are formally transitioned to Activated status. (Past draft or unreleased orders are intentionally ignored by the historical suggestivity engine.)
• Increase the Lookback Period In Days on the OrderSpec to cover a wider historical date range.
• Verify that reps select Apply Suggested Quantity on the order entry grid during order creation.