If an order is being edited from the batch rather than entering a new one this would disable or grey out this option. This is to prevent the order being overwritten or lost.
If the order is not in the batch then our support team will need to investigate, run scripts or liaise with the hosting or development teams. Any Issues with contacting us, please see the following Get support in Dimensions.
Single Duplicate button in Dimensions is greyed out
Updated over a month ago