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Some basic troubleshooting can help you resolve a problem before you have to open a support ticket. This article provides resources for troubleshooting Dynamics 365 Supply Chain Management issues and lists the information we need to help you. Learn more in Help us help you - general questions for Power Platform and Dynamics 365.
General troubleshooting
Review the suggestions and FAQs in Supply Chain Management Troubleshooting and FAQs.
General information to provide
If you need to open a support ticket, provide the following information:
Which legal entity is the issue happening in? Does the same issue happen in others?
Is the issue happening to all users or specific ones? If it only happens to some users, check whether they have custom roles, and check whether the problem occurs with standard shipped roles and with admin users. If it only happens to one user, try deleting the user's usage data and personalizations. Learn more in the following articles:
Was the system working before? If it worked before, when did it start to behave differently? Can you correlate it with an upgrade or something else that happened around the same time?
If the problem is intermittent, did it ever happen before? If it happened before, when and how did you resolve it?
If you can replicate the issue, include the steps to reproduce it, a trace, and the browser session timestamp and time zone both before and after the issue. Learn more in Capture a trace.
If the issue is related to a batch job, include the batch job ID, batch task ID, class on batch task ID, start and end time (preferably in UTC), and the error log.
Can the issue be replicated in all environments, including UAT and production environments, and in different browsers?
Have you taken any troubleshooting steps?
Is the environment on-premises or online?
If there's an error message, include a trace. Learn more at Capture a trace.
Do you have a workaround or a way to mitigate the issue? If you do, include the details. If you have a workaround but you can't use it, explain the reason why.
Did you recently refresh data in the UAT environment from the production environment, and can you reproduce the problem there?
Is it a go-live blocker issue? If it is, when are you going live and with which version?
Product-specific information to provide
The following sections list the information we might need for specific areas of Supply Chain Management.
Product management
Is the item's batch or serial number tracked?
Is it a catch weight item?
Is the issue related to unit of measure or assigned decimal precision?
Is it a warehouse-enabled item?
Procurement and sourcing
Is change management involved?
What's the purchase order status or line status?
Is the issue linked to project accounting?
What's the purchase order line amount remaining?
Include a screenshot of inventory transactions related to the line number in question.
Is intercompany involved? If it is, include the complete chain of sales orders and purchase orders involved and screenshots of the intercompany policy setup.
Is the issue isolated to a single purchase order or does it involve many?
Is the issue sporadic or consistent? If sporadic, can you quantify the frequency?
If you suspect a data discrepancy, follow the suggestions for correcting purchase order lines manually in Purchase order line data discrepancies.
Sales order processing
Is the issue linked to project accounting?
Is an amount remaining on a sales order line?
Include a screenshot of inventory transactions related to the line number in question.
Is intercompany involved? If it is, include the complete chain of sales orders and purchase orders involved and screenshots of the intercompany policy setup.
Is the issue isolated to a single purchase order or does it involve many?
Is the issue sporadic or consistent? If sporadic, can you quantify the frequency?
If you suspect a data discrepancy, follow the suggestions for correcting sales order lines manually in The quantity can't be reduced when a sales order is canceled.
Performance issues
Did the system ever perform as expected? If it did, when?
What does "too much time" or "slow" mean? Provide exact numbers.
What are your expectations of the system's performance and why?
If the form or batch process was customized, include details of the customization.
Does the performance issue occur across environments; for example, in both the sales module and the production module?
Does the performance issue occur only in areas of the same module?
When was the last time the scenario was tested in the exact same conditions and worked as expected?
If you have customizations, is there a process you can run to replicate the performance issue in a standard configuration, such as in a sandbox environment?
Corrupt data in purchase orders or sales orders
Does the issue occur with only one purchase or sales order? If it does, include purchase line data, inventory transactions, header and line statuses, quantities, legal entity, and expected values. Consider how the purchase or sales order was created. Are any projects, intercompany chains, related purchase or sales orders, quotes, or RFQs involved?
If you create a new purchase or sales order using the same item, quantities, vendor, or customer, does the same issue occur?
Did you try correcting the purchase or sales order line manually? Learn more in the following articles:
Is a workflow involved in the process?
Master planning
- Is this for master planning or planning optimization?
- What is the coverage type for the item?
- Are there any item coverage overrides?
- What storage and tracking dimensions are enabled for coverage planning?
- Where possible, please provide the following screenshot(s) when opening a ticket:
- Coverage group.
- Item coverage.
- Master plan.
- Net requirements.
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