(including mention special messages, users to receive message about error etc.)
As described under Find and handle a document that has been sent you find all recent documents under Menu Tracking. When a document fails, it will get status “Failed” in “Last Status”.
...
If you search for documents with Status failed under Tracking,
...
three columns are automaticly added in the Search result: Error code, Stakeholder and Exception Message are added. :
...
If you open the relevant document, you see more info on the error.
...
How to handle errors?
It always depends on the error, how to handle it. Different errors demand involvement of different people - both in your company and in your partner’s company.
...
The right solution here would be to put the document On Hold change the status from Failed to “On Hold” with a comment stating that the customer has been contacted.
...
...
When you change the status, you can add the comment:
...
Your comment will be shown under “Status Flow” at the bottom of the Details page for the document:
...
When you have agreed on data (, you can proceed with solution. Solutions would be:
a. the customer has confirmed that the item number is changed - and it’s therefore changed in your ERP-system as well OR b. the customer realizes that the change of item number was a mistake and changes it back). Solution if a.: You can Resend the document as there is now a match between the order and your ERP-system.Solution if b.
...
OR
b. the customer realizes that the change of item number was a mistake and changes it back. Solution: You should change original document from status On Hold to Manually Handle and ask the customer to resend the order with correct item number. If it then fails due to dublicate check, you can bypass duplicate check when resending again.
...
To aim information about errors to the correct peopleperson or group of persons, the following should be set up:
Stakeholders under Settings - User Groups. . You can set up as many Stakeholders as needed. Description about how to do this in User Guide: Usergroups
Under Error handling the Stakeholders are added for each Category of errors - on a Default level, but it can also be defined on lower levels and for different document types. Description in User Guide: Error Handling.
...