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Applies to Product - Dynamics 365 Supply Chain Management


What’s happening?
Customers are experiencing an issue where cancelled sales orders are still appearing in the order line report, despite being marked as cancelled in the system.


Reason:
The underlying cause of this is related to the system's handling of sales orders and their visibility in reports after cancellation. Specific details regarding the cause were not provided in the case information.


Resolution:

  1. Confirm that the sales order has been properly cancelled in the system.
  2. Run the sales order line report to check if the cancelled order still appears.
  3. If the cancelled order is still visible in the report, further investigation is required to determine if this is a system design issue or if there are specific conditions causing this behaviour.
  4. Schedule a call with the customer to gather more information about when the issue started occurring and whether it is observed in both test and production environments.
  5. Request details on any customizations that may affect the sales order processing.
  6. If necessary, check the issue in a standard environment without customizations to replicate the problem.
  7. Document findings and provide a resolution or workaround based on the investigation results.
If no further action is required or if the case is idle for too long, consider soft archiving the case with the option to reopen it later if needed.