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My customer entered a large quote in the Sales Transaction Entry window - and they gave this quote information to their customer. When they want to transfer the quote to a sales order, the amount on the order was incredibly larger, over $100,000. When looking at the quote in the historical tables (SOP30200, SOP30300), the columns for the subtotals and document totals (not exact names) do show the lower amount. Yet the order and invoice are correct in those same tables
Had we caught this, I would have reconciled the quote to see if the subtotal and document total corrected itself to match the line item totals. But this wasn't discovered until after creating the order and invoice.
Any suggestions as to why this could have happened or how to prevent a future issue like this? The customer is not trusting GP totaling things correctly at the moment. GP never threw any kind of an error letting us know there was anything wrong with the quote.
Thanks,
Sheila
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Hi,
I saw this issue whenever a combined invoice is created.
The subtotal is wrong while the distribution is correct.
Regards.
I am not sure if the user is tabbing the entire row. My guess (and it's only a guess) is that they are not. They are entering the quantity, the unit price and then clicking on the row below. I could watch a user and see what they normally do.
Are users tabbing all the way through the line item row after updating quantities? We used to see this happening more often with regard to the tax not being calculated, but that has since been resolved with training. We occasionally see an issue where the Subtotal is not correct but the user is getting an error message when they attempt to post invoices because it also impacts the account distribution.
Have you tried running CheckLinks on the Sales series to see if it realigns or removes any orphan records that might be associated with that quote or the particular line item?
I am also experiencing the issue where the total of the line items do not equal the subtotal. What I have noticed is happening is the line item will default to the unit price, the unit price will be modified to a lower amount, and the subtotal is updating properly. Some condition is causing the unit price to revert back to the default (this is what I'm figuring out, why the unit price defaults back), but it does not update the subtotal. This causes the line items and the subtotal to get out of synch. If we run a reconcile, the subtotal is updated based off of the original unit price, which is inaccurate. What we have to do is determine the correct unit price, run reconcile, then edit the transaction to the correct unit price. Now the line items and the subtotal match, and the subtotal is the correct amount (the lower price). This happens on less than 1% of orders, or around 5 per week.
Hi Gale,
Thanks for the additional info. I am pretty certain that my customers that have experienced this do not use non-inventory items, so I would be surprised if that's the common denominator.
The issue is still, as you say, that this is impossible to recreate on purpose. Which makes it virtually impossible to troubleshoot. :-(
Hi Victoria,
I have come across this issue in the following scenario:
The order document has a non-inventory item on it
The amounts for the non-inventory item have been changed
The user has saved the document without leaving the edited line
The printed order displays the incorrect subtotal but correct tax and totals
When the order is transferred to invoice the amounts on the invoice are correct and the invoice prints the correct subtotal. When this does occur you are left with a residual subtotal amount that is not cleared which you can see in the document detail window.
I think that there could be a code fix in this. Recalculate the document subtotal from the extended line values at the time of saving. This would update the subtotal value in the table before printing or transferring the document.
Even with this being the perception of what occurred in this scenario, I am unable to recreate the error.
This is still an issue in GP 2013 R2.
Thanks,
Gale
Thanks for the reply Victoria! Yes, this was happening to only one person so we ended up replacing his network cable since the prongs were broken. I believe this has helped. I also like your suggestions of modifying the report to calculate it give a warning. I have seen bad records in Sales Transactions before so if this becomes an ongoing issue that would be a great thing to use is a modified report. Thank you, Sheila
Sheila,
I have seen this question come up every 6 months or so over the years and on many different versions of GP. Although it does seem to be less frequent in the past few years...I wonder if this has gotten better in the newer versions? What version of GP is your customer using? Unfortunately, this is not something that anyone (to my knowledge) has been able to successfully reproduce on purpose for troubleshooting purposes.
Where I have seen this with our customers is in situations where there are resource issues, typically on the SQL Server, but also on the network (thus causing users in the GP application to disconnect from the SQL Server frequently) and/or where there are large numbers of inserts and deletes of line items on an SOP transaction. Also, typically this will happen on a transaction with a lot of line items. This is not specific to quotes - I have seen it on invoices and orders, as well.
The only prevention I can think of for the future is to try to make sure there are no resource issues on the SQL Server or the network...but I am not sure that will prevent this 100%. And that's a very general statement that may not be so easy to take action on in many environments.
Some options for catching this that we have recommended to customers that have seen this as an ongoing issue:
- Create a custom SmartList or report that will calculate the sum of the all line items and compare it to the subtotal on each unposted SOP transaction and show transactions where these do not match up. Someone would need to check this SmartList or report regularly. We have seen one customer that has a large number of large quotes that they constantly make changes to set this up as a daily task for someone.
- Use a custom (or modified) report to print Quotes, Orders and Invoices where you can add a warning if there is a calculation mismatch. Not sure how easy this would be in Report Writer, but it's pretty simple in Crystal or SSRS. This would be a little more immediate, but the user would have to make sure to check for this before sending the quote/order/invoice to a customer.
Hope that helps.
Hi,
I also encountered this error in sales transaction entry-quote...
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