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Solutions to document number is not showing issue

After creating an order, the document number is not showing due to order syncing is not working properly. The possible root cause of order not synced can be due to various factor. Before getting into the root causes, let's go through how to get the correct error message from the document first.

Steps to discover document error message

Step 1

In the admin portal, go to Documents > All Documents, or if you know the document type to search for, eg. Sales Order, then go to Documents > Sales Order.

Step 2

Click on the document id that you want to check why it is not synced

Step 3

On top of the page, check whether it has a red color banner, the banner indicates the document is having error

Note: If the document does not have error, reach out to customer support immediately

Step 4

Click on View Detail 

Step 5

Verify the error message and search for solution in the next paragraph

Type of document error in admin portal

Invalid Mapping Error

product_mapping_error.png

  • This is common issue where the person who maintains the product mapping does not maintain it properly
  • Most of the time that person does not fill in product name, causing the product mapping to not working properly
  • Reach out to the person who maintains the product mapping to maintain it properly by filling in the product name
    product_mapping_incomplete.png

Selected product does not exist

select_product_error.png

  • This error happens when the product is mapped to a product in heineken master that does not exist or not mapped
  • In this case, check whether the external uom that is mapped in current site exists in heineken master site
  • To resolve this, update the product mapping correctly
  • After the update, the order should be resync properly
  • If the error still exists, but the product mapping is correct, it is due to the document still not in heineken master
  • Contact customer support for further assistance

Note: If the document error is not listed here, do not assume that the error might be related to any of the error listed. Please contact customer support for further assistance