Question for ADP/CDK users

[Zep33]

Has anyone had parts disappear from parts invoices and a different part take it's place that should have been on a completely different invoice?

I know that question sounds odd but this has now happened 4 times to us in the last couple months.

Here's what happened yesterday:

At 9:28 (using PDA for time stamps) a wheel cap was ordered on invoice # 52176.
At 10:20 a fuel neck was ordered. ADP assigned it invoice # 52176 again and the wheel cap was never ordered.
This was done on 2 different terminals almost an hour apart by 2 different counterguys.
Our procedure and I think it's the only way to do it, is hit N for "new" when creating an invoice and ADP assigns the invoice #. We have no say in it unless someone physically goes back into the ticket and types the invoice #. We don't do that. Even if the same customer calls back and adds something, these guys just create a new invoice every time.

When looking at PDA under the wheel cap # and you go to that invoice and hit F2 for details, all you see is the fuel neck. Like the wheel cap never existed
When looking at PDA under the fuel neck #, everything looks fine.

It seems like instead of ADP assigning the sequential invoice #, it randomly reuses the last one sometimes and doesn't order.

Level 1 support is telling me we cancelled the orders and didn't save it so it's reusing the invoice # - this is 100% incorrect as I've personally tried what they are saying we are doing and it doesn't happen.

This morning I SOR'd a part, printed the SOR receipt, and left it on my screen unsaved, went to another computer and the next sequential invoice # came right up. I also tried it using just my computer and opened another invoicing tab. Of course the next # came right up.

I cannot reproduce this at will and am just wondering if this is also happening elsewhere occasionally. Sometimes 2-3 weeks will go by without it happening so it's not a common problem but started a few months ago and has now happened 4 times. Of course none of the invoices were both mine when it happens so I can't explain what was going on exactly when it happens but I believe my guys that nothing weird was going on, just normal procedures followed each time.

2 of the times this happened, when looking at the invoice in PDA (F2), it would bring up ROs that were numbered then similar to the way our invoices are currently numbered and showing a close date 3-4 years ago. One of the counter guys told me those were R & R repair orders from before they switched to CDK. So even though the date was current for the part, PDA was pulling imported older history and the parts in question weren't even showing on those repair orders.

Sorry for the long read, I kept adding stuff to explain as much as possible and probably made it more confusing than it needs to be.

thanks and someone please tell me this is also happening to them

[TL_parts]

I have seen a similar phenomenon where parts invoices appear to be sold on the wrong invoice using PDA.

printed invoice shows part sold, but PDA shows it on a subsequent invoice.

its puzzling and frustrating. i chalked it up to a CDK gremlin. have only seen it happen twice and it is non-reproducable.


i have also, recently, had a canceled credit memo put part into inventory; even thou the CM was (F4) canceled.

[Zep33]

Thanks

And one thing I didn't mention is I have both Parts Special Order Forms for both SORs right in front of me and they both have the same SOR/Invoice # on them with 2 different customers, 56176. One was a generic retail customer account # and the other was using a wholesale customer #

One of the times this happened was on a Saturday when there's only one guy here. Someone came in and bought a couple fuses on an invoice, paid and left. Sometime later, someone called and ordered a part. That SOR never went through and looking at the history in PDA, all we could see under the part # we needed to order in PDA was the fuse invoice and the ordered part was nowhere to be found in history and of course wasn't ordered.

[mrjaygraham]

Here is a possibility. When you push N for next invoice number, it pulls the next number in order 56176. Counterman does their thing and prints the invoice but sends it to a printer that hasn't been setup, such as the "I" option or the system gets hung up somewhere and that tab is force closed by the user or crashes. The system sometimes records this transaction in PDA and then goes haywire and just dumps the 56176 record after the fact - thereby freeing up 56176 again and is used again. (Which is why in both scenarios, the first occurence didn't get ordered/processed).

It's important with CDK to never do things such as force close tabs in the middle of an invoice processing - especially if it gets hung up - etc. Also, make sure the computer you use has proper software versions so it runs great/fast and doesn't hang up or tabs crash.

This may or may not be what your issue is but I've seen this in my past lives.

[Richard]

For years. I also have special orders reappear in my inventory days or weeks after they have been picked up or installed. I've had cases for at least 3 years about this, ADP calls it a defect, but they aren't in any hurry to fix it.

[Zep33]

Here is a possibility. When you push N for next invoice number, it pulls the next number in order 56176. Counterman does their thing and prints the invoice but sends it to a printer that hasn't been setup, such as the "I" option or the system gets hung up somewhere and that tab is force closed by the user or crashes. The system sometimes records this transaction in PDA and then goes haywire and just dumps the 56176 record after the fact - thereby freeing up 56176 again and is used again. (Which is why in both scenarios, the first occurence didn't get ordered/processed).

It's important with CDK to never do things such as force close tabs in the middle of an invoice processing - especially if it gets hung up - etc. Also, make sure the computer you use has proper software versions so it runs great/fast and doesn't hang up or tabs crash.

This may or may not be what your issue is but I've seen this in my past lives.

That makes sense. I'm going to try and recreate it by doing that. Of course my guys say that didn't happen but you never know.

I do hate that a CDK tab will randomly not open and do nothing. One of the guys here, and I just found out about it Friday, force closes the whole desktop, instead of just the hanging tab, whenever that happens. he had no idea you could just attack that one tab.

[Zep33]

I just tried it every which way I could come up with and no matter whether I save it or not, it won't revert back to the same invoice #.

I didn't even have to save it before forcing that tab closed for it to keep what was already on that invoice and use the next one in order.

CDK actually left me a voicemail this morning asking if they can close the case. They hadn't even replied to the last 2 updates I sent Friday when I was trying different scenarios to reproduce it. Of course I said no, you can't close it as there's no valid explanation yet. Sure seems like they want to just wash their hands of this one....

[queenbee]

you've probably tried this, but we have found that if the counterman hit F4 to cancel instead of F3 to save the invoice, that invoice number would be reused the next time someone created a new invoice. It's only happened to us a handful of times though.

[Zep33]

I think once you've done an SOR, you can't hit F4 and cancel. It will tell you there's already a transaction and to use F3 to save it. Maybe if you were selling a part from stock you could do it but in this latest case for us, both were SORs

thanks for all these ideas, I'm willing to try anything to reproduce this

[ehiatt]

you've probably tried this, but we have found that if the counterman hit F4 to cancel instead of F3 to save the invoice, that invoice number would be reused the next time someone created a new invoice. It's only happened to us a handful of times though.

We actually have this happen fairly often. The downside to this is it will look like a sale in PDA but when you hit F2 and look at the invoice detail the part number won't be on the invoice. Took us forever to figure out what it was doing.