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Missing Master Numbers

  • 1.  Missing Master Numbers

    TOP CONTRIBUTOR
    Posted 4 days ago
    We are finding that is some cases sales documents are being created and have a master number but sometime later when additions or updates to the document are performed the master number drops out.

    Any ideas on why this is happening and/or where to investigate further?

    Thanks

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    Jeff Roe
    Kele Inc
    Bartlett TN
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    Academy - Online Interactive Learning from Experts


  • 2.  RE: Missing Master Numbers

    TOP CONTRIBUTOR
    Posted 3 days ago
    Hi Jeff,

    A couple of questions for you.  Apologies if these are duplicate in nature or if you've already looked into them.

    1.) Are the original sales documents being created entirely in GP or via some integration (SmartConnect, Integration Manager, etc.)?
    2.) Are the updates that seem to be causing the master numbers to drop being done solely in GP or via an integration tool (SmartConnect, Integration Manager, etc.)?
    3.) Is this truly sporadic or have you found any thread of consistency (Customer Class, Document Type, Document ID, etc.)?

    We had a client who found out people were accidentally turning the "track master numbers" on and off meaning they knew they were doing it but didn't understand the impact.  However, that type of thing would more likely manifest in sales documents randomly not having a master number assigned from the onset as opposed to having one and then having it drop/remove.

    Thanks,

    Samantha

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    Samantha Higdon ,CPA,CGMA
    Consultant
    Lagom, LLC
    Carmel IN
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    Academy - Online Interactive Learning from Experts


  • 3.  RE: Missing Master Numbers

    TOP CONTRIBUTOR
    Posted 3 days ago
    While we have a combination of Sales orders that are created multiple ways the most directly in GP, with others from EDI processes and our eCommerce website but anything outside of the GP client are being inserted via GP Webservices.

    The frustrating things is the process mentioned above have been in place for years, and while we had occasional situations where the Master Number was dropped (say a handful per year) it has grown in the last six months or so to the point that it is multiple sales documents every day.

    We have a fairly customized Sales Order entry process most with old VB script but the majority of the customizations with some minor exceptions have been in place for years.

    We have seen what we thought might be a pattern but then with further testing find it difficult to recreate.

    Some of the paths we went down
    1. Users changing addresses on existing orders -
    2. Users changing document types

    We have triggers on most of the critical tables which is where we started with looking for patterns but when trying to recreate or discussing with users that were in the documents when the master number dropped out led to very little definitive results.

    It also looks like when the master number is lost it is also losing shipping address info and user2ent data.

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    Jeff Roe
    Kele Inc
    Bartlett TN
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    Academy - Online Interactive Learning from Experts


  • 4.  RE: Missing Master Numbers

    TOP CONTRIBUTOR
    Posted 3 days ago
    Jeff,

    Couple thoughts...

    I would focus on the customizations.  Especially the VB ones.  I would search for that column name in all of the code (if possible).

    You said you have triggers on the tables.  Do you have a trigger that is capturing the user and the time every time that column changes to null (and only that column)?  If not, I would create it.  Once the trigger fires, write the results to a table.  Watch the table and call the user as soon as it happens.

    Good luck.  These can be tough to catch.  Nothing is random with computers, only users are!

    Chris

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    Chris Donnelly
    Sr Mgr of Info Systems and Financial Reporting
    Healthmark Industries
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    Academy - Online Interactive Learning from Experts


  • 5.  RE: Missing Master Numbers

    TOP CONTRIBUTOR
    Posted 3 days ago
    Chris, Have tried all of your suggestions, users don't remember doing anything unusual. The only reference to the Master Number in the customizations are a couple of selects, no updates.

    Still scratching head.

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    Jeff Roe
    Kele Inc
    Bartlett TN
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    Academy - Online Interactive Learning from Experts


  • 6.  RE: Missing Master Numbers

    TOP CONTRIBUTOR
    Posted 2 days ago
    Jeff,

    I wouldn't expect a user to report 'anything unusual'.  Typically, they don't experience anything different.  I would do two things: (a) get on their session as soon as possible (within seconds if possible) and note what window they are in and capture the action or transaction they performed.  Then (b) gather the actions or transactions and look for some sort of correlation (customer, customer address, customer class, drop-ship, shipping method, site, user, user class, day, time, etc.).

    Your next goal should be to get it repeatable (by you in a test company).  Then you'll be able to debug.

    Reminder...   computers don't do anything random.

    Good luck.

    Chris

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    Chris Donnelly
    Sr Mgr of Info Systems and Financial Reporting
    Healthmark Industries
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    Academy - Online Interactive Learning from Experts


  • 7.  RE: Missing Master Numbers

    GPUG ALL STAR
    Posted 2 days ago
    Jeff,
    Do you have GPPT installed ? if not, I'd suggest to install it and get a free 30-days trial key, so you can setup triggers or ask users to enable the DEXSQL trace logging each time before they do anything with a sales document.. The detailed log will contain everything you need to debug what's happening behind the scene in the system and eventually put the finger on the culprit.. Contact @David Musgrave if you need assistance to setup the tool.. ​

    ------------------------------
    Beat Bucher
    Business Analyst, Dynamics GP SME
    Montreal QC/Canada
    @GP_Beat http://www.gp-geek.com
    Montreal QC GPUG Chapter Leader
    MBS MVP (2015-2018)
    All-Star 2013
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 8.  RE: Missing Master Numbers

    TOP CONTRIBUTOR
    Posted 2 days ago
    We do have the GPPT tools and I use them often. The problem is that we are in a terminal server environment with 100 GP users.

    Because this issue does not appear to be a specific user or system, I'm afraid the log files would be massive on each terminal server and we would be reliant on when the event occurred next, hopefully sometime the day it's turned on.

    We may have to resort to that

    ------------------------------
    Jeff Roe
    Kele Inc
    Bartlett TN
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 9.  RE: Missing Master Numbers

    GPUG ALL STAR
    Posted yesterday
    @Jeff Roe

    You can use the Developer Tools modules to create Logging triggers to look for events happening and identify what caused them.  This is what GP Power Tools (originally known as the Support Debugging Tool) was created to do.

    We can run a trigger every time the SOP_HDR_WORK table is saved and check if the Master Number field is populated.

    The system can log up to the point the trigger fires and determine if the fault condition is met. Then it will delete the logs or save the logs depending on whether it found the fault condition. It can also display messages or send emails when the fault condition occurs.

    It works fine on a Terminal Server and can be limited to specific users if desired. It is also possible to limit the logging to only turn on and off when a particular window is open.

    If you think the problem only happens from SOP Entry we can start and stop logging when the window is opened and closed.

    This is exactly what the tool was originally created for. It solved a 12 month old support case with an intermittent data fault ​in 4 days when it was first deployed.... Build 1 of the MBS Support Debugging Tool.

    Regards

    David

    ------------------------------
    David Musgrave MVP, GPUG All-Star

    Managing Director
    Winthrop Development Consultants

    Perth, Western Australia

    http://www.winthropdc.com
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 10.  RE: Missing Master Numbers

    GPUG ALL STAR
    Posted 2 days ago
    TEST

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    Academy - Online Interactive Learning from Experts


  • 11.  RE: Missing Master Numbers

    GPUG ALL STAR
    Posted 2 days ago
    I agree that this is likely customizations and the integrations may not be bringing in master numbers

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    Academy - Online Interactive Learning from Experts


  • 12.  RE: Missing Master Numbers

    GOLD CONTRIBUTOR
    Posted yesterday
    Jeff,
    I am going to take a guess that the table at the heart of this problem is the SOP setup master record (SOP40100). It gets used by every SOP transaction and anything creating long lived lock (like integrations) will hold that table long enough for a timeout to occur. I have seen that quite a lot in the past in many different areas.
    What is probably adding to this and why you are seeing this happen more is that the data in your tables is growing over time resulting in longer times for things to complete. A key here is to make sure that all the "house keeping" of cleaning up records that are un-used (especially in work tables) has been done. You should also ensure that any integration or customization development has transactions specified at the "correct" level. This means that if a transaction is started at the beginning of an integration and only committed at the end of the integration, the SQL tables will be locked for the full duration of the integration. It is best in cases like that to see how you can commit the transactions in increments rather than one long transaction.
    What also adds to this, if you have a large number of transactions all happening at the same time, GP will get the next number from the master record, then try to test if that number is still available and if not, start trying to find the next available number through a series of increments (a number race if you will). If that goes beyond a certain number, it will eventually fail. Some of these failure just happen to be "quiet" so you do not see them happen. This is normally only an issue though if you have a very high number of transactions all happening at around the same time. If this is the case, there are a few creative ways to solve the issue.
    A final point, it is worth noting that in the SOP setup, you can turn off the master number functionality and this may well take away your issue on the "other" things that go wrong (which probably happen after that request fails). If you depend on the master number in your process though, it can cause you issues and I seem to recall you also get some other "side effects" if you turn that off, so it is worth doing a detailed test on that option first.
    Not sure if any of this will help, but I have found that doing a few small things to the process can often solve these "random" issues.

    Regards,

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    David Joosten
    IT Executive
    Premier FMCG (Pty) Ltd
    Midrand
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    Academy - Online Interactive Learning from Experts


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