Clarification cases
Overview
A shortage in the aisle is not an error message you click away. It means someone has to decide: reorder, ship partially, call the customer, or book a stock discrepancy. Without a place for it, the shortage stays in the head of whoever was standing at the rack.
The clarification case is that place. It is created at the bin, in seconds, and hangs off the order and the product — not off a mailbox.
A clarification case is deliberately not a ticket. It may lead to one, but it is not one: a ticket has a sender, a conversation and a response time; a clarification case has a bin, a quantity and a decision.
Core tasks
Review open cases. The list filters by status (open, resolved), by reason and by order.
Read the reason. Five reasons come out of picking:
- Shortage — something was there, but not enough.
- Not found — the bin is empty although stock is on record.
- Damaged — the goods are there but not shippable.
- Expired — best-before date passed or below the remaining-shelf-life limit, see
Batches, expiry & serial numbers.
- Skipped — a deliberate decision in the scan flow; the line drops out and the order becomes a
partial delivery.
Resolve. The case is closed with a reason — once. A second call would silently overwrite what was decided the first time.
Fields in detail
Clarification cases arise on their own — while picking, packing or counting, when reality does not match the booking. All that is entered is the decision.
| Field | Required | Values / format | What it does |
|---|---|---|---|
Resolution resolution | yes | text | How the case is resolved. The text stays on the case and, with recurring deviations, is the trail by which the pattern is recognised — which is why a sentence beats "done". |
What a case is made of
| Element | From | What it means |
|---|---|---|
| Kind | the triggering action | Short quantity while picking, deviation while counting, unexpected article while packing. |
| Article and location | the booking | Where it is stuck. |
| Expected against found | stock against count | The difference at issue. |
| Raised by | person and time | Who raised the case. Not to assign blame but to ask back. |
An open case holds the affected stock until it is decided. That is intended: a quantity people disagree about should not be sold on.
Settings & permissions
- Module
module.wms. wms.pick.view— see and resolve clarification cases. Deliberately the same right as for pick
lists: whoever talks about delivery capability needs to see both.
wms.pick.viewis pre-assigned to the roles Umsetzung, Support and Vertrieb — precisely
those who have to explain why a delivery is incomplete.
- Clarification cases are not created by hand, but from the shortage report in
pick lists or at the scanner.
FAQ & troubleshooting
The case cannot be resolved again. By design. The reason given on the first resolution stays — otherwise nobody would know afterwards what was actually decided.
Why is this not a ticket? Because it starts at the rack, not in a mailbox. If the case needs customer communication, open a ticket from it — the clarification case remains the warehouse record.
The list is empty although a delivery was incomplete. Then the shortage was not reported but the line was passed over. That is exactly what the scan flow prevents: silently skipping is not offered there.
A case has no order. That happens with consolidated tasks — there the quantity stands for several orders, and the assignment is only made at the pack station.