Service order not found in Service order Module & service Order History Module

Hi Phil,

• Your user is allowed access to the node NLD (Employees Security - Nodes) - Yes
• There is not a view applied to your Service Order module QBE? (it may say last view) - No view applied
• You cleared the search criteria and tried searching again for just the Request ID? - Yes tried that

It is possible the order did not properly move to history. We’ve encountered a similar issue in the past

US0011086@@1 - Execute this script to move order to history if they are stuck in 900 or 2000 order stat_uniq_id

Run this script first to verify order has been identified

SELECT order_id, request_id, order_type_id FROM order_line WHERE (order_stat_uniq_id = 900 or order_stat_uniq_id = 2000)
AND order_type_id <> 'sale_order' AND order_type_id <> 'sale_quotation'

Phil - There is a script associated to the issue# that may help

Along with order status as Kyle mentioned, there have also been times where the itil type of an order is not correct - I believe for service orders, it should be ServiceRequest.  I would suggest opening a support ticket and providing a backup of the database so that we can research and debug this issue.

The itil_type in the database is incorrect and causing the order not to display.

Running the following query will show the incorrect value:

select itil_type from order_line o with (nolock)
inner join service_call sc with (nolock) on sc.order_id = o.order_id
inner join service_call_env sce with (nolock) on sce.order_id = o.order_id
where o.order_id like 'SV2012040045%';

We can then find all orders that have this problem using the following query:

select order_id from service_call with (nolock) where itil_type = 'ServiceRequest?action';

Finally, we can correct the orders using this update statement:

update service_call set itil_type = 'ServiceRequest' where itil_type like 'ServiceRequest?action';

The root cause of this issue has been addressed in later versions of V14 and V15.