Article ID: 123475, created on Nov 11, 2014, last review on Nov 11, 2014

  • Applies to:
  • Business Automation

Symptoms

For some resellers each Billing or Sales order stays in New status and there are no invoices created.

Cause

The issue can be caused by the customized Order Flow for the reseller in question.

Resolution

It is necessary to verify Transition Type for the transaction in Order Flow of the Order in question in

System > Settings > OrderProcessing > All Order Flows > [order_flow_that_reseller_uses] > Order Type BO Billing Order (SO Sales Order) > Order Flow Transitions (PBA-E 5.5 and later)

or

Configuration Director > OrderProcessing > All Order Flows > [order_flow_that_reseller_uses] > Order Type BO Billing Order (SO Sales Order) > Order Flow Transitions (PBA-E 5.4 and earlier).

Default transition for the Billing Order from the New status:

From Status  Action         Success     Fail      Transition Type
New          Open order     WC          NW        On Event 

Default transition for the Sales Order from the New status:

From Status     Action        Success   Fail      Transition Type
New             Cancel Order  CL        NW        Manual
New             Open Order    OP        HL        Auto 

If transaction types are different, they were changed manually and should be set back.

Search Words

cancel subscription and servers stops, not even opened the order yet

order flow

Order status New

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