Once your request has been entered it must be processed in order to execute all of the actions that are associated with it. This step is what causes all of the actions to be triggered. Without it the request will not be resolved.
Note: Return related documents, such as return note, transport note and investigation note, can be created and printed, either by processing an action or by selecting a dedicated option. These documents, except for the investigation note, can be sent back to the business partner, who raised the request, together with the goods. You also have the option to print labels to tag the goods before sending it in return. The investigation note is used to investigate availability, etc. of the ordered and delivered item. Miscellaneous information from the reference and the request is printed on the note.
- Select the Work with requests and returns menu item.
- On the initial panel, select the request you wish to process and click Lines.
- You access Work with requests and returns, Lines. Click Actions.
- You access Work with requests and returns, Actions listing all of the actions that have been pre-selected to resolve this request.
Note: There may be occasions when there are no actions associated with a request. If that is the case then there is no need to process the request any further.
How to process
There are two ways of processing a request. You can choose to process it automatically or manually. (This depends on how Automatic processing is defined in the Work with action table.)
The type of processing allowed for the action (i.e. automatically or manually) is indicated by the value in the Aut column (click Shift info to see the column). The following two scenarios apply:
- An action with Automatic processing set to YES can be processed by clicking the Process actions function key.
- Actions with Automatic processing set to NO can only be processed by clicking the Process actions option either on the line (all actions for the line will be processed) or the Process actions option on each action (only selected action will be processed).
If Sequence processing is also set to YES for the Resolution code (entered on the line), the actions will be processed according to the sequence specified in the Resolution code table and, when it is time, according to its dependencies between actions. The system tracks the sequential processing of actions through two dependencies in the Action table: Line dependent and Action dependent. If you want to have Sequence processing (for the Resolution) then one or both of these two fields (i.e. Line dependent and Action dependent) in the Actions table have to be set to YES. When you initiate the action to be processed (not applicable for the 1st action in the sequence) - the system will load the request line number and/or action code in the background on the applicable action. This is how the system knows when it is time to perform the next action.
- Resolution code has Sequence processing = Y
- Three "Actions" defined in the Actions table - Fields, Line and Action dependent = YES
When processing the actions:
- 1st action is triggered for processing - no dependency is created in the background
- 2nd action is triggered for processing - system creates dependency and loads line number and action code of 1st action on this action. This action will not be processed until the first is completed.
- 3rd action is triggered for processing - system creates a dependency and loads the line number and action code of the 2nd action on this action. This action will not be processed until the first is completed.
(When the actions are created and line- or action dependent is YES, Pre-requisite line and Pre-requisite action on the action will receive the values (line and action number). This will make them dependent on the previous action. They cannot be processed if the Pre-requisite line/action are not processed. They will not appear on the Process panel if they cannot be processed).
From the tool-bar (in the margin, to the left of the panel) click Process actions.
There are many different transactions that can be created by this process. These can range from sending an alert message, creating a purchase order to generating a sales order. You may be prompted with a panel(s) requiring you to provide additional information in order to complete the transaction. Only actions of type Order can be changed on this panel.
Note: If you want to add a request based on a purchase order and select one or several order lines, the Type of reference on the request must be Purchase order and then you click Select lines from the request detail level to select the purchase order lines.
If an action specified that a sales order for replacement items must be generated then the system will prompt the Work with sales order, Order addresses copy control panel. From that panel select the goods delivery address and click OK. On the Work with sales order, Delivery address copy control panel, click OK. Continue until you have finished adding information pertaining to the new sales order. Review the details of the new sales order and click Exit to finish.
Note: For information about entering sales orders see About sales order entry.
Note: Should you for any reason need to re-open a closed request, then you can select the Re-open option on the Work with requests and returns main panel.