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Troubleshooting: owner documents and trace requests

3PL add-on For: Administrator, Compliance manager, Warehouse staff Checked on 18.0.0.2.0, 18.0.1.0.0

What to do when an owner's DSCSA document can't be sent or published, when an owner didn't receive its documents, or when a trace request about an owner's records is refused or leaves units out. Entries are ordered from the most frequent: owner documents first, then trace requests.

For the core document and trace-request messages, see Troubleshooting: selling and shipping and Troubleshooting: quarantine, scrap and trace requests. Owner-instruction refusals have their own entries on Troubleshooting: owner profiles and instructions.

Error: "… has not authorized us to send its documents to its customers …"​

What you see: in the Publish to Buyer window, a yellow banner:

OWNER has not authorized us to send its documents to its customers: record its written authorization on its owner profile, or its
instruction to publish DOCUMENT.

When you select Publish to Buyer without an instruction, the window stays open and a notification says "Invalid fields: Reference".

If the owner has no active owner profile any more, the banner says instead: "OWNER has no active owner profile in COMPANY: DOCUMENT can only be published with an instruction the owner gave to publish it."

When: in Publish a mode-A owner document to its buyer, steps 2–4.

Cause: the document was issued in mode A and the owner profile is still in mode A, so the software needs the owner's instruction for this one document. The Reference of that instruction is required.

Remedy: resolution. Choose one:

  1. Select the owner's recorded instruction of kind Publish documents to the buyer in Owner Instruction, or type its Reference (and Received Via, Received On, Received From) in the window, then select Publish to Buyer again.
  2. If the owner has authorized you in writing for all its documents, ask an Rx Tracking Manager to record that authorization on the owner profile (Set how the owner's documents are issued). The window then shows a blue banner "It will be published on the basis of the owner's written authorization …" and needs no instruction.

Who can fix it: Rx Tracking Manager.

The Publish to Buyer window shows a red banner​

What you see: the Publish to Buyer window has a red banner and no Publish to Buyer button, only Cancel. The banner says one of:

BannerCause
"COMPANY never issues documents as an owner's agent (setting "Issue Documents as the Owner's Agent": Never): DOCUMENT goes to OWNER only."the company setting Issue documents as the owner's agent is Never
"DOCUMENT is already visible to its buyer."the document was published (or issued in mode B) in the meantime, for example from another browser tab
"DOCUMENT is not issued in an owner's name: our own documents are always visible to their buyer."the document is one of your own
"DOCUMENT is an inbound document: only documents issued for an owner's shipment or sale go to a buyer."the document is an owner's inbound document
"DOCUMENT is not posted yet."the document is still a draft

When: in Publish a mode-A owner document to its buyer, step 2.

Cause: the document can't be published at all; the banner names why.

Remedy: resolution, for the first cause only. An administrator changes the setting Issue documents as the owner's agent to Only with the owner's written authorization or Always (Choose the company's 3PL policies); then publish again. Your procedure decides whether the company ever issues an owner's documents to its customers. For the other causes there is nothing to publish: close the window.

Who can fix it: Administrator (Administration: Settings, also Inventory Administrator and Rx Tracking Manager).

Send Documents to Owner or Publish to Buyer isn't shown​

What you see: the owner order has no Send Documents to Owner button, the ⚙ (Actions) menu of the DSCSA Documents list has no Send Documents to Owner, or the document has no Publish to Buyer button.

When: in Send an owner its documents or Publish a mode-A owner document to its buyer.

Cause: one of these:

  • Send Documents to Owner on the order: the order is not Confirmed or Shipped, or none of its deliveries is Done yet, so it has no posted document.
  • Send Documents to Owner in the list: you have no Rx Tracking right (an Inventory user without it can't open the documents at all), or no record is selected.
  • Publish to Buyer: you are not an Rx Tracking Manager, or the document is already Visible to the Buyer (mode B, or published before), is one of your own, is inbound, or isn't posted.

Remedy: resolution. Ship the order first (Pick, scan and ship an owner order), or ask an Rx Tracking Manager to publish. A document that is already visible needs no publishing.

Who can fix it: Rx Tracking Manager (publishing); an administrator gives Rx Tracking rights (Roles and permissions).

Error: "Not owner documents (ours go to our customers): …"​

What you see: after Send, an Invalid Operation dialog:

Not owner documents (ours go to our customers): DOCUMENTS.
Choose the owner's contacts to send the documents to.

When: in Send an owner its documents, from the Documents list.

Cause: the selection includes one of your own documents (numbered DSCSA/OUT/… or DSCSA/IN/…). Your own documents go to your customers, never to an owner. Because of it, Send To also stayed empty.

Remedy: resolution. Close the dialog and the window, select only owner documents (filter Owner documents), and send again.

Who can fix it: Rx Tracking User or Manager.

Error: "Send the documents of one owner at a time."​

What you see: after Send, an Invalid Operation dialog with "Send the documents of one owner at a time." and "Choose the owner's contacts to send the documents to.". The window's Owner was empty.

When: in Send an owner its documents, from the Documents list.

Cause: the selected documents belong to two or more owners (or two companies). Each email goes to one owner's contacts.

Remedy: resolution. Select one owner's documents only (search Owner in the list), send them, then do the next owner.

Who can fix it: Rx Tracking User or Manager.

Error: "Choose the owner's contacts to send the documents to."​

What you see: after Send, an Invalid Operation dialog: "Choose the owner's contacts to send the documents to.".

When: in Send an owner its documents.

Cause: Send To is empty. It starts with the owner profile's Document Contacts that have an email address; it is empty when the profile has none (for example Pinecrest, whose contact has no email) or when you removed them.

Remedy: resolution. In Send To, choose a contact of the owner; only its contacts with an email address are offered. If none is offered, add an email address to the owner's contact, or add a contact to Document Contacts (Set how the owner's documents are issued), then send again.

Two related messages come only from imports or API calls, because the window offers only the owner's contacts with an email address: "CONTACT is not a contact of OWNER: the owner's documents go to the owner only." and "CONTACT has no email address.".

Who can fix it: Rx Tracking User or Manager (choosing the contact); Rx Tracking Manager (the owner profile).

The owner didn't get its documents by email​

What you see: the owner says it received no email for a shipment. The document's chatter says:

Not emailed to OWNER: its owner profile has no document contact with an email address.

or it has no "Documents emailed to …" note at all.

When: after an owner shipment becomes Done, when the owner profile has Email Documents to the Owner selected; or after Send an owner its documents.

Cause: one of these:

  • the profile has no Document Contacts with an email address (the chatter note above);
  • Email Documents to the Owner is cleared: documents are then sent only with Send Documents to Owner;
  • the document is of a title transfer in place, which is never emailed automatically;
  • the email is queued but Odoo couldn't send it (no outgoing mail server, or it failed).

Remedy: resolution. Complete the profile's Document Contacts or select Email Documents to the Owner (Set how the owner's documents are issued), then send the documents that were missed with Send Documents to Owner (3PL-DOC-04). For mail that isn't delivered, see An email or a reminder never arrived.

Who can fix it: Rx Tracking Manager (the profile); Rx Tracking User or Manager (sending).

Warning: "No EPCIS file was generated: the owner … has no GLN"​

What you see: an owner's outbound document is posted with its T3 report only, and a yellow banner says:

No EPCIS file was generated: the owner OWNER has no GLN

or "No EPCIS file was generated: our company COMPANY has no GLN (named in the owner's EPCIS options)".

When: when an owner delivery becomes Done; you see it in Read an owner's outbound document.

Cause: the owner's company (or its TI Business Address) has no GLN (Global Location Number), so the EPCIS file can't name the owner as the sender and owning party. The second message: the owner profile's EPCIS Header Sender is Us (3PL) or Possessing Party in EPCIS is selected, and your company has no GLN.

Remedy: resolution for the next deliveries. Add the GLN to the owner's company, or set your company GLN (Set the company GLN and GS1 prefix length). The document already posted stays without its EPCIS file; handle it as in Handle a document posted without an EPCIS file. The other reasons the banner can give are listed in Warning: "No EPCIS file was generated: …".

Who can fix it: Rx Tracking Manager; an administrator for the company GLN.

What you see: the owner's customer opened a mode-A owner document (Visible to the Buyer cleared) and downloaded its files from the link in an email you sent from the document's chatter. Its customer portal list still doesn't show the document.

When: after someone sent a message from the chatter of a mode-A owner document with the buyer as a recipient.

Cause: Known issue PF-A06-01: the email's link carries an access key that opens the document without Publish to Buyer. Nothing records it as a publication.

Remedy: workaround. Don't message a buyer from a mode-A owner document. If the owner agreed that its customer may have the document, publish it (Publish a mode-A owner document to its buyer); otherwise tell the owner what was sent, as your procedure decides.

Who can fix it: Rx Tracking Manager (only managers can post in a document's chatter).

Error: "The buyer's access to … changes only through "Publish to Buyer" …"​

What you see: an import of DSCSA documents, or a script or API call, is refused with one of:

The buyer's access to DOCUMENTS changes only through "Publish to Buyer": a DSCSA manager publishes an owner document with the owner's
authorization, and the chatter records it.

"DOCUMENTS was published to its buyer and stays visible: the buyer may already hold the file." or "DOCUMENTS is our own document: our documents are always visible to their buyer.".

When: when Visible to the Buyer is written directly instead of through Publish a mode-A owner document to its buyer. The document form never lets you edit the field.

Cause: the buyer's access to an owner document changes only through Publish to Buyer, only from hidden to visible, and only on owner documents.

Remedy: resolution. Remove the column from the import (or the value from the call) and publish each document with Publish to Buyer.

Who can fix it: Rx Tracking Manager.

Other messages of Send Documents to Owner and Publish to Buyer​

What you see: one of these messages, which the windows normally prevent. They come from imports, scripts or API calls, or from a record changed in another browser tab.

MessageCause and remedy
"Select the owner documents to send."no document was selected: select owner documents and send again
"Not posted yet: DOCUMENTS."a document is still a draft: send it once it is Posted
"ORDER has no posted owner document yet."the owner order has no Done delivery: ship it first (3PL-OUT-03)
"Only DSCSA users send an owner's documents."the user has no Rx Tracking right: ask an administrator (Roles and permissions)
"Only DSCSA managers publish an owner's documents to its buyer."the user is not an Rx Tracking Manager: ask one to publish
"Give the owner's instruction to publish the document."the call passed something that is not an owner instruction: pass the instruction record
"An owner's instruction publishes one document: give one instruction for one document."one instruction was given for several documents: publish them one at a time, each with its own instruction
"Choose the document to publish."the Publish to Buyer window was opened without a document: open it from the document

When: in Send an owner its documents or Publish a mode-A owner document to its buyer through an import or an API call.

Cause: see the table.

Remedy: see the table; in the web client, use the windows as the procedures describe.

Who can fix it: Rx Tracking User or Manager (sending); Rx Tracking Manager (publishing).

Error: "Trace request … concerns the records we hold for …: … needs its approval"​

What you see: after Respond and Ok, an Invalid Operation dialog:

Trace request REQUEST concerns the records we hold for OWNER: the response is prepared on the owner's behalf and needs its approval.
Record who approved it, their reference and the date (missing: Approved By (Owner), Approval Reference, Approval Date).

The list after "missing:" names only the fields that are empty.

When: in Answer a trace request about an owner's records, at Respond.

Cause: the request has an Owner Concerned, so its response is prepared on the owner's behalf; the software requires the owner's approval (who, their reference, the date) before it builds the response. The request stays In Progress.

Remedy: resolution. Get the owner's approval outside the system, fill in Approved By (Owner), Approval Reference and Approval Date in the Owner's Approval group, save, and select Respond again.

Who can fix it: Rx Tracking User or Manager.

Error: "… is not an owner of …: a trace request concerns our own records …"​

What you see: when you save the request (or select Search), an Oh snap! dialog:

PARTNER is not an owner of COMPANY: a trace request concerns our own records (leave the owner empty) or those of a partner with an
owner profile.

When: in Answer a trace request about an owner's records, after choosing Owner Concerned.

Cause: the partner chosen in Owner Concerned has no owner profile in the request's company, or is a contact person or your own company. The field offers every company, customers included (Known issue PF-A08-06), so it is easy to choose the requester by mistake. An archived owner profile (a former client, such as Cedar Ridge) is accepted.

Remedy: resolution. Select Stay here, then clear Owner Concerned for a request about your own records, or choose the owner company whose records are asked about (not one of its contacts). Save again.

Who can fix it: Rx Tracking User or Manager.

Error: "The owner's approval of trace request … can't be dated in the future."​

What you see: when you save, an Oh snap! dialog: "The owner's approval of trace request REQUEST can't be dated in the future.".

When: in Answer a trace request about an owner's records, when you fill in Approval Date.

Cause: Approval Date is after today.

Remedy: resolution. Select Stay here, enter the date of the owner's approval (today or earlier) and save.

Who can fix it: Rx Tracking User or Manager.

Error: "Trace request … concerns our own records: there is no owner approval to record."​

What you see: when you save, an Oh snap! dialog: "Trace request REQUEST concerns our own records: there is no owner approval to record.".

When: when you clear Owner Concerned and fill in an approval field in the same save.

Cause: a request about your own records has no owner, so it has no owner's approval.

Remedy: resolution. Select Discard changes (or clear the approval fields first), then clear Owner Concerned and save.

Who can fix it: Rx Tracking User or Manager.

The results and the owner's approval disappeared after changing Owner Concerned​

What you see: after you change Owner Concerned on a request that was searched and save, the request is back to New: the Documents and Packages tabs are gone, Search replaces Search Again and Respond, and the Owner's Approval fields are empty.

When: in Answer a trace request about an owner's records.

Cause: changing the owner changes whose records the request covers, so the results found for the previous scope are thrown away, and the approval given by the previous owner is cleared (unless you enter a new approval in the same save). The chatter records the changes. A request that is Responded or Cancelled can't change its owner at all: the field is read-only.

Remedy: resolution. Select Search again, then record the new owner's approval before Respond. If another window changed the request meanwhile, see Error: "Search trace request … before responding.".

Who can fix it: Rx Tracking User or Manager.

A unit we hold is "Not found", or the chatter says units were "Left out by this request's owner scope"​

What you see: after Search, a unit you know is in the warehouse is listed under "Not found: serial SERIAL", and the chatter has an internal note:

Left out by this request's owner scope (SCOPE): COUNT unit(s) matching the query, of WHOSE (COUNT). The response doesn't cover them; log a
request for their owner if they were asked about.

SCOPE is "our own records" or the owner concerned; WHOSE names each other owner, or "our own stock", with its count.

When: in Answer a trace request about our own records while we hold owners' stock or Answer a trace request about an owner's records.

Cause: the units matching the query belong to someone else: an owner's units on your own request, or your units and other owners' on an owner's request. A response covers one scope only, so they are left out on purpose.

Remedy: not an error. If the requester asked about those units, log a separate request for their owner (3PL-TRC-01), with that owner's approval. Your procedure decides how you tell the requester that another party answers for those units. When a unit is "Not found" and no such note appears, the serial or lot is in none of your records: see Warning: "Not found: …" on a trace request.

Who can fix it: Rx Tracking User or Manager.

Owner Concerned isn't shown on the trace request​

What you see: the trace request form has no Owner Concerned field, although 3PL is on.

When: in Answer a trace request about an owner's records, step 2.

Cause: the request's company has no owner profile yet. Until the first owner profile exists, trace requests work exactly as without 3PL.

Remedy: resolution. Create the owner's profile first (Create an owner profile); the field then appears on every request of the company.

Who can fix it: Rx Tracking Manager (owner profiles).

Error: "The package ledger rows of trace request … can't be matched to their movements …"​

What you see: at Respond, an Invalid Operation dialog:

The package ledger rows of trace request REQUEST can't be matched to their movements, so they can't be limited to its owner scope;
nothing was sent.

When: in 3PL-TRC-01 or 3PL-TRC-02, at Respond.

Cause: a safety stop: the software could not tell which package-ledger rows belong to the request's scope, so it refuses to build a response that might show another owner's rows. It is not expected in normal use and was not met while this page was written.

Remedy: workaround. Select Search Again and Respond once more. If the message comes back, report it to your Odoo partner or the module's vendor as a product problem, with the request number; meanwhile, answer the requester from the documents on the Documents tab.

Who can fix it: your Odoo partner or the module's vendor.