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Help us help you with Supply Chain Management

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In addition to the general questions and points covered in the following sections, the specific support teams for Dynamics 365 often require additional information for the topic. This article contains tips for supporting solutions with Dynamics 365 Supply Chain Management. Find the section that aligns with your issue in the following sections. For unique or uncommon issues, there might not be a specific section; in such cases, refer to the general guidance page on what information to submit. Also, we recommend that you review the provided troubleshooting links before opening a case. Providing clear and detailed information in the support ticket helps the support engineer address the issue more efficiently and in a timely manner.

Troubleshooting

For troubleshooting specific issues with the default version of Supply Chain Management, review the article Supply Chain Management Troubleshooting and FAQs.

We also suggest that you review the FAQs that we list in the Dynamics 365 Supply Chain Management troubleshooting) article.

General support questions

Some general support questions for Supply Chain Management that the support engineer typically needs are as follows:

  • In which legal entity the issue is happening? Same behavior in others?

  • Is the issue happening to all users or specific ones?

    • If specific, they check if they have custom roles, and also validate if the problem occurs with standard shipped roles. Also validate if it replicates with admin user.

  • Was it working fine before?

    • If so, when did it start to behave differently? Was there any upgrade or any other things happening when it changed?

  • If the problem is intermittent, did this issue ever happened before?

    • If yes, when did this issue happen in the past, and how did you resolve it then?

  • If you can replicate the issue, provide the following information:

    • Interactive repro
      • Document steps
      • Trace if short repro. Learn more at Capture a trace.
      • BrowserSession / Timestamp before and/or after repro
    • Batch repro
      • BatchJobId / BatchTaskId / Class on BatchTaskId / Start-End time UTC preferred / Error Log

  • Can the issue be replicated across all environments, including the user adopting test (UAT) and production (PROD) environments, and in different browsers?

  • Have any troubleshooting steps been taken so far?

  • Is the environment on-premises or online?

  • If there's an error message, then take a trace. Learn more at Capture a trace.

  • If the error only occurs for a single user, try deleting usage data and personalizations for that user. Learn more in the following articles:

  • Do you have a workaround or a way to mitigate the issue?

    • If so, provide the details.
    • Also, if there's a workaround but you can't use it, explain the reason why.

  • Did you recently refresh data in UAT from PROD, and can you reproduce the problem there?

  • Is it a go live blocker issue?

    • If so when are you going live and in which version?

Product area specific information

The following sections provide questions and information, along with the points in this article, that might be required for specific areas of Supply Chain Management. Review the section that aligns with your issue.

Product management

Provide the following information:

  • Is the item's batch or serial tracked?
  • Is it a catch weight item?
  • Are there issues with Unit of Measure (UofM) and assigned decimal precision?
  • Is it a warehouse-enabled item?

Procurement and sourcing

Provide the following information:

  • Is change management involved?

  • The purchase order status / line status?

  • Is this issue linked to project accounting?

  • Purchase order line amount remaining?

  • Provide inventory transactions screenshot related to the Line number in question

  • Is intercompany involved?

    • If so, can you provide complete chain of sales orders / purchase orders involved
    • Also, include intercompany policy setup screenshots

  • Is this issue isolated to a single purchase order or many?

    • Is the issue sporadic or consistent?
    • If sporadic, can you quantify the frequency?

  • If data discrepancy is suspected see if the following document on correcting purchase order lines manually can be applied to mitigate

Sales order processing

Provide the following information:

  • Is this issue linked to project accounting?

  • Is there an amount remaining on a sales order line?

  • Provide inventory transactions screenshot related to the Line number in question

  • Is intercompany involved?

    • If so, can you provide complete chain of sales orders / purchase orders involved
    • Also, include intercompany policy setup screenshots

  • Is this issue isolated to a single purchase order or many?

    • Is the issue sporadic or consistent?
    • If sporadic, can you quantify the frequency?

  • If data discrepancy is suspected see if the following document on correcting sales order lines manually can be applied to mitigate

Performance cases

For performance-related cases, provide the following information:

  • Did this ever work fine, was the performance as expected ever? If yes, when?
  • What does too much time or slow mean, provide exact numbers?
    • What are your expectations and why?
  • If the form or batch process was customized, then provide details of the customization.
  • Are the performance issues seen across environments? For example in both the sales module and the production module?
  • Is the performance issue seen on various areas of the same module only?
  • When was the last time the scenario was tested in the exact same conditions and worked fine?
  • If you have customizations, is there a standard process you can run to replicate the performance issue in standard.

Note

Running a standard process in sandbox environment is a good way to isolate the issue to the customization.

For corrupt data in purchase orders or sales orders

For a suspected data corruption case, provide these details:

  • Is this issue occurring with only one specific purchase or sales order?

    If so, gather all relevant details, including 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?

  • Have you tried using the Correct purchase/sales order line manually tool?

  • Is there a workflow involved in this process?

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