A rollback occurs as a result of an issue or error during transaction posting that has resulted in the transaction process not being fully completed.
When a rollback occurs the transaction itself is linked to the user who originally processed the order - the system is waiting for them to complete the original operation.
The first step is to establish which transaction or transactions are causing the issue:
To do this:
Open the Sales Orders Process Batch screen via Selling/Sales Order, Process Batch, Orders
Check the batch for any transactions listed with an R next to the Order/Credit Note number
If you see any, you will need to try and process these by logging into the system as the user who processed the transaction, and then processing from the batch
If you do not see any orders in the batch with an R status., please repeat steps 1-3 for Credit Notes and then for the Debtors/Sales Ledger Post Batch screen
If neither of the batches shows any transactions with an R status, support can assist in identifying the transactions that are in rollback so that you can try to process them in Dimensions. Please raise a new case online and reference the title of this article.
Please note that once support have identified the transaction or transactions that are in rollback, they will ask you to try and process them. Please be aware that wherever possible, rollback transaction issues should be resolved by attempting to process within the software.
Note that support cannot simply clear rollback transactions - this can cause serious issues in your accounts that can affect your nominal balances and lead to further errors during a later year end process. If the transactions cannot be processed at all in Access Dimensions, the support team will need a copy of your database, as any resolution to a rollback issue must be tested on a copy of a database before any changes can be made to your live data.