Troubleshooting Status A Tickets
To troubleshoot Status A tickets, you should check your Open Pick Report on a daily basis for the following: Check the Date column and look for tickets at a Status A. (The status of the ticket appears in the S column.) Status A pick tickets have been final-verified, but have not become invoices. The system failed to update various files due to an interruption such as a lost connection or a bad record. Status A tickets cannot print and move to an invoice status until you intervene.
Is the entire ticket at status A? To determine this, inquire on it in the O/E History window. The Order Status box displays the status of the order in the O/E History Invoice Order Detail tab. You can view the Line Status box in the O/E History Line Item Detail tab to see the status of each line item on the order. You do this by double-clicking each line item from the Invoice Order Detail tab.
If the entire ticket is at a status A, go to Step 2 to release the invoice record.
If only part of the ticket is at a status A, go to Step 5 to delete individual records.
Go to the Keyop Menu/Specials screen, and choose option R Release Records, and option C Release Invoice Records. Release the records by entering the invoice number and pressing Enter.
Inquire on the ticket again in O/E History, and see if every line has moved to status B.
If it has moved, go to Step 7 to print the A/R Batch Report.
If it has not moved, print the invoice using the [B] Invoices function in the Standard O/E reports screen, making sure that the Status field is set to B.
Inquire on the ticket again in O/E History to see every line has moved to status B.
If it has moved, go to Step 7 to print the A/R Batch Report.
If it has not moved, try to print it through the O/E History window, making sure that the Status box is set to B. If this does not work, go to Step 5.
Use the [F6] Delete Data Records function in the Utilities screen to delete all the lines at status A, and create a new ticket containing these lines. Call Support for assistance with this step.
Is the invoice amount posted correctly in Accounts Receivable? Inquire on the invoice in the A/R History window. See if the amount posted for the invoice (or for the part of it that was at status A) is correct. Also see if the invoice is posted more than once. (You can correct any errors you find later in this procedure.)
Print the A/R Batch Report through the Standard or Custom A/R Reports screen: Using the invoice and the batch report, check the postings for this invoice in accounts receivable. Make sure that the amount posted to the A/R control account is correct on the batch report. Check that the postings for the sales and tax accounts equal the amount posted to the control account. Finally, make sure that there is only one posting for this invoice on the customer’s account in A/R.
If the report and the accounts receivable postings in the Accounts Receivable Posting window are both correct, you are finished with this procedure.
If they are not correct, go to the next step.
Correct any errors. Find the description of your problem below, and follow the instructions to fix it:
The invoice appears once in the Accounts Receivable Posting window and twice on the A/R Batch Report: Post an adjustment in the General Ledger Posting window to correct the duplicate G/L posting. If your A/R batches have not been released, you can use the [F6] Delete Data Records function in the Utilities screen to delete the duplicate batch entry instead. Before using the [F6] function, call Support for assistance. Then you can go to the President’s screen, choose option A, and adjust the figures to remove the duplicate posting.
The invoice appears twice in the Accounts Receivable Posting window and once on the A/R Batch Report: Adjust the entry in the Accounts Receivable Posting window, and make an adjustment in the General Ledger Posting window to correct your General ledger. You can also use the [F6] Delete Data Records function in the Utilities screen to delete the duplicate entry from A/R. Before using the [F6] function, call Support for assistance.
The posting on the batch report does not match the Accounts Receivable History screen: If A/R History is correct, post an adjustment in the General Ledger Posting window for the G/L account that needs correction, or edit the batch total in the General Ledger Posting window. Check the figures in the President’s screen, and adjust them if necessary as well.
If the posting on the batch report is correct, make an adjustment in the Accounts Receivable Posting window, using a unique batch number. After completing the adjustment, you must delete the entry from the AR-BATCH file using the [F6] Delete Data Records function in the Utilities screen. Call Support for assistance.
Make sure the following information is correct: the customer's figures in the Customer History window, the salesperson's figures in the Salesperson window, and the figures in the President's screen.
Return to:
See also:
About Order Entry Reports
Printing the Open Pick Records Report (Standard)
Printing the Open Pick Report (Custom)