Troubleshooting

This section provides answers to some common questions you may encounter when working with setup and administration tasks in TWL. Additional information is available by contacting Infor Support.

Resolving a Z Hold or zero-ship hold

Cause: Data communication between TWL and the system is automated. When any line on an order or a transfer cannot be shipped because of inaccurate inventory balances between TWL and the system, you must create an exception for the order or transfer. This condition happens if, for example, a picker was not directed to the correct location, or the picker found damaged goods at the location. You can zero-ship the order or transfer, place the order on hold, investigate the exception, make the appropriate adjustment, and reprocess the line.

Solution: To resolve the Z Hold, perform these steps:

1. Select TWL Outbound > Order Management > Order Drop Manager.
2. Zero ship the order back to the system from TWL.
3. Run the WL Entry Batch Shipping Report to move the order to Z Hold, changing the order to the Ordered stage with zero committed against the line. This is system-generated.
4. In TWL Execution-Cycle Count, cycle count the item and make necessary adjustments.
5. In the system, open the order and release the order from Z Hold. Use either of these functions to change the Approval from Z to Y [Yes]:
   • Sales Credit Release Inquiry
   • Sales Order Entry
     Note: You must have already added the Approval field to Customer Order Settings using Personalization.
6. In the system, if necessary, allocate the quantity with either of these functions: Sales Order Entry or Product Reallocation Entry.
7. In the system, use on-demand printing to reprint the order in Sales Order Entry. You can also reprint the order by listing that order and running the Sales Entry Pick Tickets Report as a File print.