Troubleshooting: Place Order Action Failed, Email Not Sent, or Status Not Updated

Problem

When using the Place Order action (Placing an Order) on a Purchase Order (PO) in a Pending status type:

1. The action fails with an error message.
2. The action completes, but the email to the supplier is not sent (if chosen).
3. The action completes, but the PO status does not update to Placed.
4. The generated PDF attached to the email is incorrect or missing.

Common Causes

1. Permissions Missing: User lacks the PURCHASING:ORDER#PLACE_ORDER permission.
2. Incorrect PO Status: The PO is not in a status of type Pending (e.g., still in Approval, already Completed). The action is only available for Pending statuses.
3. Email Sending Issues (If Emailing Supplier):
   • Invalid Recipient Address: The supplier email address entered (To field) is invalid or blank.
   • Missing "From" Inbox: No valid "From" inbox selected or configured.
   • Email Service Failure: Temporary issues with Zudello's email sending service or the recipient's email server (e.g., marked as spam).
   • PDF Generation Failure: The underlying process to generate the PO PDF attachment failed. See PDF Generation Failures.
4. Status Update Failure:
   • Sentence Interference: An Automation Sentence triggered by the status change to PLACED might immediately change the status again or encounter an error, preventing the PLACED status from persisting.
   • Platform Issues (Rare): Temporary issues with status updates or event processing.
5. Missing Configuration: The Placed status might be missing or inactive in the Document Type configuration for Purchase Orders.

Troubleshooting Steps

1. Verify Permissions (Admin Task): Confirm the user has the PURCHASING:ORDER#PLACE_ORDER permission.
2. Check PO Status: Ensure the PO is currently in a status of type Pending (e.g., the default "Pending" status).
3. If Emailing Supplier:
   • Verify Email Addresses: Double-check the To address entered in the Place Order modal. Is it correct and valid?
   • Verify "From" Inbox: Ensure a valid inbox was selected in the From dropdown. Check Settings > Mailboxes to confirm inbox configuration.
   • Check PDF Generation: If the email sends but lacks the PDF, troubleshoot PDF generation separately. See PDF Generation Failures.
   • Check Supplier Spam: Ask the supplier to check their spam/junk folder.
   • Check Zudello Status Page: Visit status.zudello.com for email service issues.
   • Review Audit History/Inbox Tab: Check the PO's Audit History or Inbox tab for records of the email being sent or any bounce-back messages.
4. If Status Not Updating:
   • Check Audit History: Review the PO's Audit History immediately after attempting Place Order. Does it show the status changing to PLACED and then changing again due to an automation?
   • Review Sentences (Admin Task): Check Sentences triggered by When a resource status has changed to PLACED for Purchase Orders. Could one be interfering?
   • Verify "Placed" Status Exists (Admin Task): Go to Settings > Statuses. Ensure a status with key PLACED and type PENDING exists and is active.
   • Retry Action: Try the Place Order action again (potentially choosing "Place order without emailing" to isolate the issue).

Need Help?

If the Place Order action consistently fails, contact Zudello support. Provide:

• The Document UUID of the Purchase Order.
• Which option was chosen (Email or No Email).
• Supplier email address used (if applicable).
• Any error messages received.
• Confirmation of user permissions.