FAQs Sales Order SAP Hybris Cloud for Customer PUBLIC

FAQs Sales Order SAP Hybris Cloud for Customer PUBLIC

TABLE OF CONTENTS FAQS SALES ORDER... 3 1. Prices of the Products are not fetched from the Price list even though the Price List is maintained..3 2. The Order status does not change even though the order is cancelled...3 3. Pricing status field of Sales Order shows Not Calculated...3 4. What is Maintenance Modes and what are the different Maintenance Modes of Sales Order available in C4C... 3 5. Total Values and Item Total values are not updated using the OData services...4 6. User cannot see all the orders for a particular account listed in the account summary PDF under Customers work center view Account Summary...4 7. Order history link in Products facet Products table in Sales Order TI, shows no records, even though this product was ordered in the past orders...4 8. When I click Save in Sales Order TI, the Transfer button should be enabled but instead Submit for Approval is enabled. When Submit for Approval button is clicked, Approval status is set to "Approval Not Necessary"...4 9. Only some of the pricing components are available in preview PDF of Sales Order...5 10. In Offline in Add Products screen as well as in Sales Order TI under Products Facet Product Table; I see discount and discount % field. These fields don t appear in Online...5 11. Is it possible to create a Sales Order for an account which is flagged as Prospect...5 12. The ActionSimulate is enabled for Account but the option Transfer is greyed out...5 13. What are the different transfer status of Sales Orders...5 14. The workflow for Sales Order creation shows the Finish option (next to Action) disabled...6 2

FAQS SALES ORDER 1. Prices of the Products are not fetched from the Price list even though the Price List is maintained. This is because the Maintenance mode of the document type is not maintained as INTERNAL ONLY for the prices to be picked from Price List. a. Go to Business Configuration work center b. Go to Implementation Projects view. c. Open Activity Lists. d. Fine Tune. e. Activity >> Sales Orders. f. Maintain Document type. 2. The Order status does not change even though the order is cancelled. If the Maintenance mode of the document type is maintained External or Internal then the status will be updates only after the order is transferred to the external ERP/CRM system. However, for document type maintained as INTERNAL ONLY the status will be updated immediately. 3. Pricing status field of Sales Order shows Not Calculated. This is because the simulation of the Sales Order was not triggered yet, after the Order is simulated, the Sales Order fetches the pricing of the Product and the Pricing Status field shows Calculated Successfully or Calculated with Errors.. 4. What is Maintenance Modes and what are the different Maintenance Modes of Sales Order available in C4C. Maintenance modes allow you to define the functional scope for all the sales orders (in the cloud solution) that are downloaded from the ERP system. Following maintenance modes are supported: External and Internal This is the default mode and allows sales order creation and bi-directional transfer of sales orders between the cloud solution and the external system. External Only This mode supports Display Only of sales orders that are created in external system and displayed in the cloud solution. 3

Internal Only Simulate and Transfer features are not available for internal sales orders. The orders of this type can only be previewed, printed and sent by e-mail. Internal orders do not support transfer and other statuses that are updated from external system. 5. Total Values and Item Total values are not updated using the OData services The values for ItemTotalValues and Total Values can be updated by executing the simulate action on the BO instance. It cannot be updated via OData service. 6. User cannot see all the orders for a particular account listed in the account summary PDF under Customers work center view Account Summary The sales orders list in account summary is restricted to the ones which were created in the past one month. Hence you see only the orders whose creation date fall under that range. 7. Order history link in Products facet Products table in Sales Order TI, shows no records, even though this product was ordered in the past orders Only Sales Orders which are Completed and Not Cancelled with same account and sales area as the current sales document, are considered for order history report. 8. When I click Save in Sales Order TI, the Transfer button should be enabled but instead Submit for Approval is enabled. When Submit for Approval button is clicked, Approval status is set to "Approval Not Necessary" 8.1. If approval is not required why does is ask to send for approval? Firstly, check if Multi-step approval is enabled in the Business configuration questions for Sales Order which will enable the Submit for Approval action. Secondly, check if there is an active approval process defined for Sales Order under Administrator Approval Processes. Check the process steps and condition defined there. When you click on the action Submit for Approval, based on the evaluation of this condition, the Approval status is set. If it is set to Approval Not Necessary and not sent to any one for approval. 8.2. Even after clicking Submit for Approval, why is Transfer action button is not enabled? Transfer is triggered automatically once you click on Submit for Approval and the approval is not necessary. After that, transfer is triggered on every save. 4

9. Only some of the pricing components are available in preview PDF of Sales Order The pricing summary of the preview form shows the ToBePrintedPriceComponents which is an association in BO Customer Quote: Root -> External Price Document -> Printed Price Component. These values come from external system(erp). In the external system, the price components which are marked for Print in the pricing procedure definition are printable price components. 10. In Offline in Add Products screen as well as in Sales Order TI under Products Facet Product Table; I see discount and discount % field. These fields don t appear in Online Firstly, Check the following in BC settings 10.1 Go to BC fine tuning activity "External Pricing" --> "Assignment of External Price Elements for Offline Pricing" 10.2 Check if there is any entry maintained for PPE1 and PPE2. This indicate that customer has enabled offline discount and discount % in the system. Secondly check the maintenance mode of the Sales Order document type. Say if customer is creating a Sales Order with document type as "OR"; then its maintenance mode will be "Internal and External". This implies that manual discounts can be maintained and the offline discount fields will be enabled. The two fields are specific to offline and will not appear in online. If customer does not want these fields to appear in offline; then the configurations PPE1 and PPE2 under fine tuning activity "External Pricing" --> "Assignment of External Price Elements for Offline Pricing" should be removed. 11. Is it possible to create a Sales Order for an account which is flagged as Prospect If an account is flagged as a prospect, then sales order creation will still be possible for the account. However, a prospect account cannot be transferred to ERP system. 12. The ActionSimulate is enabled for Account but the option Transfer is greyed out This is because as mention above, you cannot transfer the Prospect flagged account o ERP though you can simulate the pricing. 13. What are the different transfer status of Sales Orders The transfer status displays the status of the sales order sync with ERP system. The transfer status helps to identify the sales order sync status with ERP system. One of the following values will be displayed as transfer status depending on the status of the sync: 5

Not Started - Transfer not yet initiated In Process - Transfer initiated but yet to be received in the ERP system Finished - Data successfully transferred from cloud solution to ERP system Interrupted - Data transfer stopped due to technical error Not Relevant - For orders that cannot be transferred to ERP system for technical reasons (for example sales orders created using prospect accounts) 14. The workflow for Sales Order creation shows the Finish option (next to Action) disabled. If workflow for approvals is configured, then the workflow is triggered before the transfer to ERP is initiated. After a transfer, the Finish is disabled. This is because any updates to the sales order in status Finished will be correspondingly saved in the ERP system. 6

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