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Dynamics 365 Community / Forums / Microsoft Dynamics GP (Archived) / Issue with lookup of c...
Microsoft Dynamics GP (Archived)

Issue with lookup of customers

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Posted on by Dale Coulthard 3,055

We are on GP 2010 sp2, but I have had this issue since the upgrade from GP 9.  This problem seems to only be related to me and no other users and only in one of our eight companies.  I can also say that our ISV has the same issue and could not find a solution.

Anywhere I go within GP where I need to lookup a customer (whether it be customer card, cash receipt, transaction entry, sales transaction entry, apply, etc), if I type in the beginning of the customer name, then use the lookup function, GP opens the window Customers and Prospects, but at the beginning of the list instead of based on the letters I typed in the previous window.  So, if I have received cash from XYZ company for the first time, when I type XYZ into the cash receipts entry field Customer ID , no company names appear in a list format (which I expect because this is the first transaction for this customer), so I then click on the magnifying glass which opens up the Customers and Prospects window, but the window opens at the first customer instead of near the end based off me typing in XYZ in the cash receipts window.  On the Customers and Prospects window, I can type in XYZ  in the field Find by Customer ID and it works at this point (ie, the window will go to XYZ customer id).

This issue only relates to one company in our system and worked fine in GP 9.

This lookup issue only relates to customers/sales side (ie, inventory, fixed assets, payables/vendors, banking lookup function works).

Has anyone else seen this and resolved?  If yes, can you share how you resolved it?

 

Best regards,

Dale

*This post is locked for comments

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    Re: Issue with lookup of customers

    Hi Dale,

    Thank you for the reply and the fact that it is a bug and not going to be fixed. Nice one Microsoft.

    I have followed your select statement and then cleared the table. This has at least reverted back the lookup's as they had before. I showed this wonderful feature when i advised them to upgrade and they thought it would be very useful. I agree, Microsoft has made such a big deal of this feature which many other systems have had for years, and yet they cannot get it to work. I never have been able to set the GL accounts to exclude Inactive.

    Thanks again for the update.

    Regards,

    Geoff James

  • Dale Coulthard Profile Picture
    Dale Coulthard 3,055 on at
    Re: Issue with lookup of customers

    Geoff (and all others who read this thread):

    First, thank you for letting me know that I am not crazy!

    Second, I just found out that this is a known bug (#64067) and even better...it will not be fixed in GP 2010.  If you want the "fix", you have to wait for GP 2013.

    MS says there is a work around for GP 2010, but if you run the statement you will no longer be able to set the defaut view to Exclude Inactive Customers.  What I have been told to test is the following:

    Run the following statement against the Dynamics Database after creating a backup:

    Select * from ASIEXP99

    There should be a line with the FORMNAME = Customer_Lookup or something similar. Run the following statement using the dex_row_ID of that line:

    delete ASIEXP99 where dex_row_id = XXX

    The user should now be able to use the window

    You just have to love this.  If I remember correctly, this was touted as such a great new feature of GP 2010.  Yet, it is broke and MS isn't going to fix.  I guess all resources are directed at GP 2013.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    Re: Issue with lookup of customers

    Hi Dale,

    I have just upgraded a client from V9 to GP2010 R2(SP2) and i am experiencing the same issue.

    I have discoverd it appears to be related to setting up the new custom views. Any user who has set a default view to exclude inactive customers has the lookup default to the beginning of the file. I tried to un-set it so that it was all customers but it still now defaults to the beginning of the file.

    I checked out different users/ workstations, also using a diiferent user on the same workstation.

    It looks like if you set up a default it will not go to the lookup value as it has always done in GP, and secondly you cannot reset it.

    On another workstation where the user has not changed the view it operates correctly defaulting to the value entered in the lookup window.

    I also just tested  1524 version on my own PC and received the same results. it does not appear to be specific to SP2.

    This looks like a an issue that will require Microsoft to answer.

    Regards,

    Geoff James

  • Dale Coulthard Profile Picture
    Dale Coulthard 3,055 on at
    Re: Issue with lookup of customers

    I am set to Smartlist on the sales and purchasing side.

  • Suggested answer
    sueconrod Profile Picture
    sueconrod 335 on at
    Re: Issue with lookup of customers

    Smartlists didn't come out with Great Plains until version 7.0 and at the time we used to have lookups that looked like the Green Accounting Paper without any ability to sort the information on a lookup.  We could do finds.  Since then Microsoft incorporated SmartList Views into the lookups.  So if you go to whatever alternate and modified windows group you are assigned to take a look and see if you are looking at the right windows.

    1.  Look at your user Security for that company:  Administration>>Setup>>User Security:

    Bring up your id and company

    on the bottom left is the Alternate and modified reports group you are assigned to.

    2.  Bring up Alternate and modified Reports (on the administrative toolbar) (or click on the blue line above from User Security).

    Go to Products:  All Products,

    Type:  Windows

    3.  Go down to Purchasing and click on the + sign and go to Vendors and click on the + sign again.

    And you will see listed

    Microsoft GP or SmartList

    Which one is filled in.  Should be SmartList...

  • Dale Coulthard Profile Picture
    Dale Coulthard 3,055 on at
    Re: Issue with lookup of customers

    Not sure what a "Smartlist window" is vs a GP window.  I can tell you that the customer window looks no different from the vendor lookup and the vendor lookup works.  We have not added/changed our products in years.

  • Suggested answer
    sueconrod Profile Picture
    sueconrod 335 on at
    Re: Issue with lookup of customers

    Just after upgrading to 2010 R2, I installed a 3rd party product on a test server and when adding security for that product in 2010 goofed and did a copy of my alternate and reports since not everyone was going to have access to this product and discovered I had done the copy the  the wrong way.  Suddenly it was showing me all the old GP lookup  windows and wouldn't do the lookups.  Take a look at the vendor Card window and all the zooms and see if you are looking at the Microsoft Great Plains Window or the Smartlist window.  You should be looking at the SmartList window.  I had to go through my entire Great Plains and give back access to all the Smartlist windows.  Doesn't take long but was a pain.  Fortunately this was a test server and learned my lesson before I went to production.

  • Heather Roggeveen Profile Picture
    Heather Roggeveen 9,142 on at
    Re: Issue with lookup of customers

    One final idea - which doesn't necessarily tell us why, but might solve the isse.  What about creating a new user id for you?  I have used this method in the past if there is been something really silly like this that just doesn't seem to have a logical reason.

  • Dale Coulthard Profile Picture
    Dale Coulthard 3,055 on at
    Re: Issue with lookup of customers

    Mine shows View: All Customers: by Customer ID, but it does not work.

    There are no dots before or after the window name (Customer and Prospects).  We do not use VBA and our IT department does not touch GP and we have never asked our VAR to do anything to our sort capabilities.  This was a problem that just happened immediately after our upgrade from GP 9 to GP 2010 sp1.  I know it seems strange since it is only me that has this issue and it only resides in one of the companies, but one of the people at our VAR is having the exact same issue.  She can't find a fix either and can't replicate it on another machine.

    Not sure if this is a good one for the support debugging tool (I've not used it) and let our VAR look at those results?

    Best regards,

    Dale

  • Heather Roggeveen Profile Picture
    Heather Roggeveen 9,142 on at
    Re: Issue with lookup of customers

    Hi Dale

    The description next to the view drop down when you first look up is the clue.  When mine says:  View:  All Customers; by Customer ID it works.

    If the description is saying View: Restricted List - then it is reliant on a SmartList favourite.  And the sort order in the favourite determines how it works.  So even if it says Restricted List; by Customer ID, the Smartlist sort will override.

    If it doesn't work with this sort, then you need to look at the window heading to see if there has been a modification.  If there is a dot either in front or behind of the Customer and Prospects window heading then the window is modified.  You can use vba to permanently sort by Name, in which case the look up won't work.

    Let me know how you get on.

    Heather

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