Gathering Data When Reporting Issues Related to Progressing Fulfillment Lines - Stuck Orders

(Doc ID 2312879.1)

Last updated on NOVEMBER 17, 2017

Applies to:

Oracle Fusion Order Management Cloud Service - Version 11.1.11.1.0 and later
Information in this document applies to any platform.
***KM Review - Aug 2017 - Checked for Relevance***

Goal

This note describes the information which support requires to analyze and resolve issues reported where customers are not able to progress fulfillment lines on an order.  The Fulfillment Line may be stuck where the status may be:

1. Not Started
2. Scheduled
3. Reserved
4. Awaiting Shipping
5. Shipped
6. Awaiting Billing
7. Cancellation Requested
8. Cancellation Pending

AND/OR

8. The Fulfillment Line is Locked

Information required by support to analyze the issue includes:

1. A description of the problem, including actions/tasks performed on the order/fulfillment line leading up to the issue.
2. Screenshots
3. Order Diagnostics
4. Output of SQL statements

Solution

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