I have a few situations where a serial number is hung up because an error was made in receiving an item that had a repair order tied to it. Can you help me understand how to correct or if this will need to be corrected through a script?
Item is being returned from field on a service order
Repair Order auto-generated through the service order
Shipped from field technician, received as Wrong Shipment (this is the error)
Item is returned to either technician’s inventory or back to store (we have it both ways)
Repair Order remains in a state of Received in Another Warehouse
We cannot update the serial or location of the item because it is tied to a repair order, but we can also cannot close out the repair order because we can no longer ship/receive that item. Suggestions?
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Hi Leann,
You should be able to click “Activate” on the Repair Order, which will prompt you to transfer the item from one warehouse to the other. Afterwards, the status will be “Product Arrived”.
Thanks, Andrew
Hi Andrew,
Clicking Activate takes us to the receiving doc where it has already been received as wrong shipment. We don’t have the option to change it or to create a new receiving doc.
Hi Leann,
Hmmm…. what is the status of the item? Inventory item but in another warehouse? Or removed item/missing?
I don’t know if it would work but if the item is status Inventory Item, you could try executing a Direct Transfer instead of a receiving it again to bring it to the correct warehouse/bin.
Otherwise if it is scrapped/missing, you can perhaps look at this topic but this does not seem to be your scenario.
Hi Phil, We have examples where the item is an inventory item but in another warehouse, but also where the item is an installed item.
I did try a direct transfer, and it allows me to choose the serial (not showing as allocated) but I then receive an error that there is no available quantity.
Hi Leann,
If the item is still installed at the site then Direct Transfer is not an option, of course.
If the item is in inventory and located in a different warehouse, it probably is linked to a logistics process which can only be transacted through the normal process of the IMO/Ship/Receive to bring to the repair order that was originally setup.
For me, this looks like you will need to clean up the data outside of the application to recover from this situation. A case perhaps should be logged to review what happened, how it can be prevented and then fix the data.
