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Unable to modify return orders?

  • 1.  Unable to modify return orders?

    GOLD CONTRIBUTOR
    Posted Dec 26, 2018 03:18 PM
    Edited by Justin Cooper Dec 26, 2018 03:20 PM
    Hi,
    Our Customer Service team has recently reported that after they create a Return Order (still in "Open" state), they are unable to go back to that return order and add a line or delete an existing line - the options are disabled. I've check their security levels and all seems to be correct.

    As an Administrator, I am able to go in and modify.

    Anyone have any ideas on this?

    ------------------------------
    Thank you,
    Justin Cooper
    ------------------------------
    AXUG Summit - Post


  • 2.  RE: Unable to modify return orders?

    TOP CONTRIBUTOR
    Posted Dec 27, 2018 09:36 AM
    ​Once a return line has been registered (arrived or packslipped), by design you are not able to add /remove lines. This may be done only while return status is Created.

    ------------------------------
    Mark Prouty
    Programmer / Analyst
    ANGI Energy Systems
    Janesville WI
    ------------------------------

    AXUG Summit - Post


  • 3.  RE: Unable to modify return orders?

    GOLD CONTRIBUTOR
    Posted Dec 27, 2018 09:43 AM
    Edited by Justin Cooper Dec 27, 2018 10:01 AM
    Thank you for your response, Mark.

    We we are seeing this even when the RMA is in a "created" state as well.

    ------------------------------
    Thank you,
    Justin Cooper
    ------------------------------

    AXUG Summit - Post


  • 4.  RE: Unable to modify return orders?

    TOP CONTRIBUTOR
    Posted Dec 27, 2018 02:31 PM
    When you say disabled do you mean grayed out?  This sounds like it could be usage data.  Just recently I had a users who was a long time employee who just lost there ability to add zip codes while others could.  If you can modify as a administrator and these users could before this started happenting I would try clearing one of the users usage data.

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    Mark Zerr
    AX Technical Analyst
    New Sunshine LLC
    Indianapolis IN
    ------------------------------

    AXUG Summit - Post


  • 5.  RE: Unable to modify return orders?

    GOLD CONTRIBUTOR
    Posted Dec 27, 2018 03:24 PM
    Correct, it is grayed out.

    I'll try clearing the usage data but it is a bit odd as it is happening for more than one user.

    ------------------------------
    Thank you,
    Justin Cooper
    ------------------------------

    AXUG Summit - Post


  • 6.  RE: Unable to modify return orders?

    GOLD CONTRIBUTOR
    Posted Jan 07, 2019 09:09 AM
    We've tried resetting the user data, however we still experience the same issue.

    ------------------------------
    Thank you,
    Justin Cooper
    ------------------------------

    AXUG Summit - Post


  • 7.  RE: Unable to modify return orders?

    TOP CONTRIBUTOR
    Posted Jan 09, 2019 04:22 PM
    Hi Justin...since an Admin can modify it sounds like security.  Has Customer Service always been able to modify or are they trying to do something they have never done before?  Maybe they need more access?

    Lori

    ------------------------------
    Lori Holmes
    Hamamatsu Corporation
    Bridgewater, NJ
    ------------------------------

    AXUG Summit - Post


  • 8.  RE: Unable to modify return orders?

    GOLD CONTRIBUTOR
    Posted Jan 11, 2019 02:52 PM
    They seem to have always had this issue. I was digging around in the permission levels and cannot seem to figure out what exactly would give them the ability to edit the lines...

    ------------------------------
    Thank you,
    Justin Cooper
    ------------------------------

    AXUG Summit - Post


  • 9.  RE: Unable to modify return orders?

    TOP CONTRIBUTOR
    Posted Jan 11, 2019 04:13 PM
    Hi Justin...

    Check to see if they have the Maintain sales return order privilege.


    Regards.

    ------------------------------
    Lori Holmes
    Hamamatsu Corporation
    Bridgewater, NJ
    ------------------------------

    AXUG Summit - Post


  • 10.  RE: Unable to modify return orders?

    GOLD CONTRIBUTOR
    Posted Jan 15, 2019 03:34 PM
    Hi Lori,
    The users having this issue have the "Customer Service Manager" and "Sales Representative" security roles, both of which have the "Maintain Sales Return Order" privilege.


    ------------------------------
    Thank you,
    Justin Cooper
    ------------------------------

    AXUG Summit - Post


  • 11.  RE: Unable to modify return orders?

    TOP CONTRIBUTOR
    Posted Jan 11, 2019 04:21 PM
    Assuming that ​it's permission related, I'm looking at class SalesTableType.checkUpdate method, which (in AX2009) sets the SalesTableForm.EditHeaderAllowed method.
    Check access table InterCompanyPurchSalesReference (used for direct delivery & POs created from SOs).
    If Return is generated from Intercompany, then users may need access to related tables in alternate companies.
    Looks like there is a "virtural" field in SalesTable called SkipUpdate that you might want to investigate- it's involved in intercompany and is used in setting EditHeaderAllowed.

    ------------------------------
    Mark Prouty
    Programmer / Analyst
    ANGI Energy Systems
    Janesville WI
    ------------------------------

    AXUG Summit - Post


  • 12.  RE: Unable to modify return orders?

    GOLD CONTRIBUTOR
    Posted Jan 15, 2019 03:36 PM
    Hi Mark,
    We dont have alternate companies set up in our environment, we just have our one company. Would what you are suggesting still apply?

    ------------------------------
    Thank you,
    Justin Cooper
    ------------------------------

    AXUG Summit - Post


  • 13.  RE: Unable to modify return orders?

    TOP CONTRIBUTOR
    Posted Jan 17, 2019 09:50 AM
    Hi Justin...is there anyone who can edit the return order?  If so, how does their security compare with those who cannot edit the return order?  Do you have a non-production environment where you can give one of the users Sys Admin to see if that corrects the problem?  If Sys Admin does correct the problem, then you know it is security related.

    ------------------------------
    Lori Holmes
    Hamamatsu Corporation
    Bridgewater, NJ
    ------------------------------

    AXUG Summit - Post


  • 14.  RE: Unable to modify return orders?

    GOLD CONTRIBUTOR
    Posted Jan 18, 2019 08:33 AM
    Hi Lori,
    So we did some further testing yesterday. When I give our CS rep sys admin access, they are able to edit the lines. I opened up a case with Microsoft and currently troubleshooting with them. I've gone into the maintain sales return order duty (in UAT) and set all of the display menu item options to "grant" and they still couldnt modify.

    I appreciate your help in trying to figure this one out!

    ------------------------------
    Thank you,
    Justin Cooper
    ------------------------------

    AXUG Summit - Post


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