Distribution, CRM, and commerce FAQ
Explore questions about distribution, customer relationships, and commerce processes. Use the affected business record and its status to find a relevant answer and plan the next investigation.
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Release note: These answers include IFS Cloud and older IFS Applications topics. Confirm the product and release mentioned in each answer. They are written explanations, not procedures verified in an IFS environment.
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41 questions · page 1 of 2
A prepaid service contract's balance is depleting faster than expected.
Can a purchase order be created directly from a goods arrival without a prior receipt?
Can a prepaid service contract show a running balance of consumed vs. remaining value, not just the total?
Is a shipment's Destination field driven by a master-data value, and can it be changed after the shipment is created?
What's the difference between IFS's "Freight Integration" and "Freight Booking" features under Customer Order/shipment management, since both seem related to freight?
Is there a way to copy a Customer Order to a different site, since the standard copy menu option doesn't offer a different-site target?
Automatic reservations for customer orders don't offer a way to scope the logic to only specific customers — is there a supported way to limit auto-reservation to a select group of customers?
Some customers show an "Add" button under Representatives in Customer CRM Info while others don't, and clicking the only available option on an affected customer throws an error.
Creating a customer order fails with `ORA-20111: CustOrdCustomer.ORDERATTR: Customer ZZZZ has no delivery address with order specific attributes specified`, even though the customer clearly has both a delivery address and a document address configured.
The "Receive Authorized Returns" screen in the web client only offers a Scrap option for RMA lines, with no way to actually receive returned goods back into inventory the way the equivalent screen worked in the older client.
Is there a way to change the Site (Contract) on an existing, already-saved Customer Order, short of deleting it and re-creating it on the new site?
Setting the Required tickbox on the Market selector's own attributes (MarketCode, Description, State) in Page Designer doesn't actually make the Market field mandatory on the Customer screen. What's the right way to require it?
Trying to add an association to a standard projection (e.g. adding CustomerInfoAddress to CustomerHandling) fails with 'Entity already exists in projection,' even though that entity doesn't appear anywhere in the projection's own entity list or in the association's list of available child entities. What's going on?
Creating a Customer Order fails with 'Route departure date is not within current calendar,' tied to the Route's calculation of Wanted Delivery Date. What calendar does this actually refer to, and how do you fix it?
A newly created Customer in a new Company doesn't appear as selectable when trying to create a Customer Order for a specific Site, even though the Customer record itself was created successfully.
How do you find out what object types (documents, other business objects, etc.) are actually eligible to be connected to an RMA or RMA Line via Object Connections — the general F1 documentation on Object Connections is fairly thin on this specific list?
A Lobby element has its data source set to order by a custom field, and 'Use data source order by' is checked on the element's navigation settings, but clicking the element still opens the destination screen unsorted, ignoring the data source's order entirely.
Editing and saving a single-occurrence Customer Order address fails with a generic 'Exception while sending data' / 'Database error occurred' error, with a SOAP fault buried in the debug log referencing an unclosed XML element in an address-validation call.
On the Customer page, what's the actual difference between the Creation Date and Date of Registration fields — the built-in field help doesn't explain the second one?
Where do you change the default value of the 'Status' field (labeled 'Create Order in Released Status') on the Create Order from Quotation page, so new orders default to a specific status without every user having to set it manually?
Customer Order CustomsValue isn't transferring through to the Shipment Line's CustomsValue field on the pro forma invoice, even though it's documented as inheriting from the Customer Order — how do you get this transfer (and ideally the whole value) to populate reliably and automatically?
IFS has Notes fields for Customer (Customer/Sales) and Supplier (Supplier/Purchase), but they don't show a user/date/timestamp for who last edited them, and the notes don't surface anywhere else in the application (like automatically on a related Customer Order or Purchase Order) — is there a better built-in notes mechanism for this?
Subscriptions can be set up on Customer Order header fields, but the subscription option doesn't appear to be available for individual order line details — is there a way to enable it at the line level?
A 'Print Order Confirmation' option is greyed out for Customer Orders belonging to one specific, very old customer record, while it works fine for every other customer — what could cause this for just one customer?
What's the correct join path from inventory transaction history to customer order invoices, to see the individual cost elements behind an invoiced order line — including cases where a single order line was delivered (and invoiced) across multiple separate deliveries?
Is there a way to configure or customize what shows up on a Customer's History tab, beyond what's shown out of the box?
In a Customer Hierarchy where Customer A is subordinate to Customer B, and only Customer B has a Customer Price Group/pricelist attached (Customer A has none directly), a Sales Quotation for Customer B correctly picks up B's pricelist as the price source — but a Sales Quotation for Customer A falls straight through to the Sales Part's own price instead of inheriting B's pricelist through the hierarchy.
Is it possible to add a prefix to the Delivery Note Number, or otherwise change its formatting, to make it visually distinct from the Shipment Number it's associated with?
Changing an existing Part's Lot/Batch tracking setting from 'Not Lot Tracking' to 'Order Based' fails with 'The part exists in inventory with Not Lot Tracking,' because there's already recorded quantity for that part in Inventory Part In Stock.
Creating a Credit Invoice from Invoice Plan Details fails with 'Customer has expired. Check expire date,' even after removing what looked like the relevant Inactive Date from the customer record — the error persists.
The SHIPMENT_HANDLING_UTILITY view used in older custom reports/queries doesn't exist in the IFS Cloud database — what's the replacement, and did the underlying data model actually change?
Is it appropriate to use a standard External File Template load to set the Closed Date on a Purchase Order Receipt's Purchasing Info tab — used specifically to clear leftover received-but-not-yet-invoiced quantity showing on the RNI (Received Not Invoiced) report — rather than typing the date in manually each time?
Users on the CRM Companion mobile touch app for iOS can't attach Word/Office documents to business activities, even after enabling documents/mobile document class settings on the object connection — is there a way to allow non-image document attachments from iOS?
A customer needs to be blocked from receiving new orders or having new invoices raised (for example after a bankruptcy filing), without deleting or otherwise removing the customer record entirely — how is this done?
A Customer Order's Delivery Note doesn't automatically get printed (the 'Delivery Note' checkbox under Documents Printed never ticks itself) even though the order otherwise processes through delivery — what actually controls whether it prints automatically?
The 'Customers - CRM' page in Aurena doesn't have an Edit mode option, even though the similar Customer Contacts page does and IEE's equivalent screen supports editing — is this a bug or intentional?
A Sales/Marketing Campaign's status won't move from Planned to Active — there's no visible 'Activate' option to click at all. What's the prerequisite for that option to even appear?
After a business divestiture leaves some Sites obsolete, is there a single 'deactivate site' feature to prevent that site being used for new Customer Orders, Purchase Orders, or Sales Contracts going forward?
GTIN Basic Data and the Company's GTIN prefix have both been set up correctly, but the 'Create Automatically GTIN' option on a Catalog/Master Part is still greyed out and won't activate. What's the missing prerequisite?
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