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Troubleshooting: owner notices, holds and recalls

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 a hold, a release, an owner notice or a recall of a 3PL owner's stock stops with an error or doesn't do what you expected. The procedures are in Holds, notices and recalls. Refusals about the owner's instruction itself (missing, wrong kind, already used, another owner's) are explained in Troubleshooting: owner profiles and instructions. Errors of the core quarantine (no Quarantine button, no reason) are in Troubleshooting: quarantine, scrap and trace requests.

The Release Lot window of a lot that holds owner units can't be confirmed in this version (known issue PF-W15-01): see Error: "Validation Error … Owner Release Instruction (Release Window) …". Until a fix is installed, your Odoo implementer can release such a lot through Odoo's external API, with each owner's release instruction.

In the entries, OWNER is the owner company, LOT a lot number, and COMPANY your company.

Error: "The release needs each owner's instruction (the owner directs the release of its stock): …"​

What you see:

The release needs each owner's instruction (the owner directs the release of its stock):
- Summit Specialty Pharma Inc.'s instruction (Release from hold) is required for BPDPZ2508K: record the owner's order or approval first.
- Northwind Generics LLC's instruction (Release from hold) is required for BPDPZ2508K: record the owner's order or approval first.
Record the owner's release instruction for the lot (Rx Tracking > 3PL), or pick it in the Release window.

A line can also read "Instruction INSTRUCTION was already used on DATE: a release instruction releases a lot once." or "OWNER has no active owner profile in COMPANY: instructions are recorded for owners only."

When: a lot that holds owner units, or an owner hold, is released without a usable release instruction of an owner whose profile says Required: through an import or the API, or in a release window whose instruction was used meanwhile.

Cause: the software requires, for each owner with units of the lot in your custody, an unused Release from hold instruction of that owner, recorded for this lot or picked in the release window. An instruction releases a lot once; a lot held again needs a new one. An owner whose profile is archived always needs one and can't be given one (known issue PF-A07-01).

Remedy: resolution.

  1. Get each listed owner's release instruction (its order or approval reference).
  2. Release again and pick or type each owner's instruction in the release window: Release a lot that holds owner units, with each owner's release instruction (step 4) or Release a transaction-information mismatch owner hold (step 3).
  3. For an archived owner, re-activate its profile first (Change, end or re-open an owner relationship).

The message's advice to record the instruction "for the lot (Rx Tracking > 3PL)" can't be followed (known issue PF-A07-03): an instruction recorded under Owner Instructions names no lot, so pick it in the window.

Who can fix it: Rx Tracking Manager.

Error: "Invalid fields: Reference"​

What you see: a notification "Invalid fields:" with Reference, and the window stays open.

When: you select Release in the Release Owner Hold window (Release a transaction-information mismatch owner hold) with Instruction Required selected and neither Recorded Instruction nor Reference filled in.

Cause: the owner's profile requires its instruction for every release of its stock.

Remedy: resolution. Select the owner's release instruction in Recorded Instruction, or enter its reference in Reference, then select Release. If you don't have the owner's instruction yet, select Cancel and ask the owner for it.

Who can fix it: Rx Tracking Manager.

Error: "Give a reason for the release."​

What you see: "Give a reason for the release.", or a notification "Invalid fields:" with Release Reason.

When: you release an owner hold with an empty reason, or a reason of only spaces.

Cause: every release keeps its reason.

Remedy: resolution. Enter why the hold is released in the box at the bottom of the window, then select Release.

Who can fix it: Rx Tracking Manager.

The owner says it got no notice​

What you see: an owner says it wasn't told about a hold, release or recall of its units.

When: after Put a lot that holds owner units on hold, an owner hold, a release or a recall.

Cause: one of:

  • the notice was recorded but not emailed: its Sent On is empty (the owner has no notice contact with an email address);
  • it was emailed to the wrong people: see its Sent To;
  • the email is still queued: Odoo's outgoing mail job hasn't run yet, or outgoing mail isn't set up;
  • no notice was due: the owner had no units of the lot in your custody (all shipped), the product isn't a DSCSA product, or 3PL is off.

Remedy:

  1. Go to Inventory ‣ Rx Tracking ‣ Owner Notices (in the 3PL ‣ Operations section) and search for the owner and the lot (Find and read the notices sent to an owner).
  2. No Sent On: send it (Send a notice that could not be emailed).
  3. Wrong Sent To: correct the owner's Notice Contacts (Set the owner's policies) and send the owner the notice's text yourself: a sent notice isn't sent again.
  4. Sent but not received: ask your administrator to check Odoo's outgoing mail.

Who can fix it: Rx Tracking User or Manager (sending); Rx Tracking Manager (notice contacts); administrator (outgoing mail).

Error: "… still no notice contact with an email address in the owner profile."​

What you see:

Hold notice to Pinecrest Drug Distributors Inc. (lot BPSMS2509P): still no notice contact with an email address in the owner profile.

When: you select Send on a notice that was never emailed.

Cause: the owner's profile has no notice contact with an email address, and the owner company has no email address either.

Remedy: resolution. Give a notice contact an email address, or add one to Notice Contacts, then select Send again: Send a notice that could not be emailed.

Who can fix it: Rx Tracking Manager who can edit contacts; then any Rx Tracking User can send.

Error: "These notices were already sent."​

What you see: "These notices were already sent."

When: you select Send on a notice that someone sent after you opened it (two browser tabs, or two people).

Cause: a notice is emailed once.

Remedy: resolution. Reload the page: Sent On and Sent To show when and to whom it went.

Who can fix it: nobody needs to.

Error: "These owners' units are on an owner hold and can't be shipped …"​

What you see:

These owners' units are on an owner hold and can't be shipped or sent to transit or another company until the hold is released:
PRODUCT, lot LOT of OWNER (REASON)

When: rarely: you validate a transfer to a customer, a supplier, a transit location or another company that carries an owner's units under an active owner hold, for example a line filled by an import. Scanning such a unit is refused before that ("Serial SERIAL can't be used here: it is Quarantined.").

Cause: an owner hold keeps that owner's units of the lot in your custody (What an owner hold blocks).

Remedy: resolution. Remove the held units from the transfer and ship other units, or release the owner hold first (Follow and release owner holds). Moving the units to a quarantine shelf inside your company is allowed.

Who can fix it: Rx Tracking User (the transfer); Rx Tracking Manager (the release).

An owner hold stays active after its discrepancies are resolved​

What you see: the owner hold is still Active; its Discrepancies tab shows Resolved; the receipt no longer offers Record Owner Confirmation.

When: a discrepancy of a Documentation (statement or data missing) hold was closed with Mark Resolved, or the hold is a Transaction information mismatch hold.

Cause: only recording the missing documentation (the supplier's file or statement, or the owner's confirmation) releases a documentation hold automatically. Mark Resolved records none. A mismatch hold is always released by a manager.

Remedy: resolution, one of:

Who can fix it: Rx Tracking Manager.

The owner's units stay Quarantined after a release​

What you see: a lot or an owner hold is released, but some of an owner's units are still Quarantined; the release notice says "N of your units of this lot stay on hold under another hold: SERIALS.", or the chatter says "N package(s) stay on hold under owner holds: OWNER." or "N unit(s) stay on hold under another hold."

When: after a lot release while an owner hold is active, or after an owner hold release while the lot is quarantined.

Cause: a unit stays on hold while any hold applies (A unit stays on hold while any hold applies).

Remedy: resolution. Release the other hold too: the owner hold (Follow and release owner holds) or the lot (Release a lot that holds owner units, with each owner's release instruction).

Who can fix it: Rx Tracking Manager.

The Owner Holds list is empty​

What you see: Inventory ‣ Rx Tracking ‣ Owner Holds (in the 3PL ‣ Operations section) says "No owner hold" although an owner receipt had a problem.

When: after someone selected Validate on an owner receipt without its statement or data, or with a mismatch.

Cause: one of:

  • the hold scope is Whole lot: the whole lot was quarantined instead (see Inventory ‣ Rx Tracking ‣ Quarantined Lots);
  • the problem was a duplicate serial or a wrong product, which always hold the whole lot;
  • the hold is released: the list shows active holds by default;
  • you are looking at Owner Holds in the 3PL ‣ Reports section, a different list.

Remedy: resolution. Remove the Active filter to see released holds, or check the lot in Quarantined Lots. To hold only an owner's units in future, see Choose the hold scope: whole lot or per owner.

Who can fix it: administrator (the hold scope).

Error: "This owner hold is already released."​

What you see: "This owner hold is already released.", or "Only active owner holds can be released." (from an import or the API).

When: you select Release Owner Hold on a hold that was released after you opened it, automatically or by someone else.

Cause: a hold is released once.

Remedy: resolution. Reload the page and read its Release tab.

Who can fix it: nobody needs to.

Error: "Only a DSCSA manager can quarantine or release a lot." on a recall​

What you see: an Access Error "Only a DSCSA manager can quarantine or release a lot." after Recall and Ok in Recall Consignees.

When: an Rx Tracking User recalls with Hold the Lots selected (Recall an owner's lots on its recall instruction).

Cause: holding the lots is a quarantine, which only an Rx Tracking Manager may do. The Recall button is offered to every Rx Tracking User anyway (known issue PF-A07-06). Nothing was held or sent, and the instruction is still unused.

Remedy: resolution. Ask an Rx Tracking Manager to run the recall. Your procedure decides whether a User may send a recall notice without holding the lots (clearing Hold the Lots lets them).

Who can fix it: Rx Tracking Manager.

Error: "… has no 3PL owners." or "… is not a 3PL owner of …"​

What you see: one of "COMPANY has no 3PL owners.", "OWNER is not a 3PL owner of COMPANY.", "Choose the recalled lots." or "3PL is off for COMPANY."

When: Export CSV, Print or Recall in Recall Consignees, usually from an import or the API, or in a company that never had owners, or Recall after 3PL was switched off.

Cause: the list is for companies with owner profiles, for an owner of that company, and needs at least one lot; a recall acts on stock and needs 3PL on.

Remedy: resolution. Choose an owner with a profile in the current company (switch company in the top bar if needed) and at least one lot. To recall, 3PL must be on (Turn on third-party logistics for a company).

Who can fix it: Rx Tracking User (the choice); administrator (3PL on).

Error: "You are not allowed to access … (3PL) records"​

What you see: an Access Error such as "You are not allowed to access 'DSCSA Owner Notice (3PL)' (dscsa.owner.notice) records. This operation is allowed for the following groups: - Rx Tracking/Manager - Rx Tracking/User …" (also for 'DSCSA Owner Hold (3PL)' and 'Recall Consignees (3PL Owner)'), or "Only DSCSA users can send owner notices." or "Only DSCSA users can list the consignees of a recall."; or the Rx Tracking menu isn't there at all.

When: a user without an Rx Tracking right opens owner notices, owner holds or recall consignees (for example from a link).

Cause: these records are for Rx Tracking users only.

Remedy: resolution. An administrator gives the user Rx Tracking User (or Manager) in Settings ‣ Users & Companies ‣ Users, Access Rights tab. See Roles and permissions.

Who can fix it: administrator.

What you see: "The related record no longer exists." after Related Record on an owner notice.

When: the record the notice is about (for example a draft transfer or a scrap) was deleted.

Cause: notices are kept for good; the records they name may not be.

Remedy: none needed. The notice's text, lots and units still say what the owner was told.

Who can fix it: nobody needs to.

Error: "Owner notices are created by the operations they report …"​

What you see: one of:

Owner notices are created by the operations they report (holds, releases, recalls, losses), not by hand.
Owner notices are records of what we told the owner: they can't be changed. Refused change of: FIELDS.
Owner notices are 3PL records: they are kept for good and never deleted.

When: an import or an API call tries to create, change or delete owner notices. (The screens offer no way to do it.)

Cause: a notice is the record of what the owner was told: only the operations create it, and it never changes.

Remedy: none; this is by design. To tell an owner something else, write to it outside the software and keep your own record.

Who can fix it: nobody.

Error: "Owner holds are placed by the receiving flows of owner receipts, not by hand."​

What you see: one of:

Owner holds are placed by the receiving flows of owner receipts, not by hand.
Owner holds change only through their hold and release actions. Refused change of: FIELDS.
The lot, owner, receipt and kind of an owner hold never change.
Owner holds are DSCSA records of the owner's stock: they are kept for good and never deleted.

When: an import or an API call tries to create, change or delete owner holds.

Cause: owner holds are placed by owner receipts and released only through Release Owner Hold or the automatic release.

Remedy: none; this is by design. To hold an owner's units yourself, quarantine the lot (Put a lot that holds owner units on hold); to release, see Follow and release owner holds.

Who can fix it: nobody.