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Encompass Mobile Customer History Troubleshooting Guide

Distributor fix for doubled purchase quantities in Encompass Mobile customer history: check the Update_CustomerHistory task, run Rebuild_CustomerHistory, and the 8-month History limit. Needs admin access; v25.01+.

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Written by Bailey Naas-Thornton

Minimum Version Required: 25.01

Pre-Conditions

Pre-conditions

Before proceeding with the troubleshooting steps, ensure the following:

  • You have administrative access to the Encompass system.
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  • You have access to the Scheduled Tasks section of the Encompass system.
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  • You have communication with your sales representatives to confirm the issue and verify the fix.

Steps

Follow these steps to address issues with duplicated purchase quantities and to understand the limitations of customer history display.Identify Duplicated Purchase Quantities: Sales representatives report that purchased quantities are doubled in the product history on the order screen in Encompass Mobile. Verify the affected customers and products by asking the sales representative for specific examples (e.g., customer ID, product name, and date of the duplicated entry). Check Scheduled Task Status: Navigate to the Scheduled Tasks section within your Encompass system. Look for the task named Update_CustomerHistory. Check the "Last Fail Time" for this task. If it shows a recent failure, especially around the time the duplication was reported, this is a strong indicator of the cause. Run Rebuild Customer History Date Array Task: Crucially, run this task at the end of the day or when there are no reps out in the field. This task rebuilds customer history and may reactivate inactive records based on system settings. Locate the scheduled task named Rebuild_CustomerHistory. Manually initiate this task. Monitor the task's completion. Verify the Fix for Duplicated Quantities: After Rebuild Customer History Date Array has completed, instruct the affected sales representatives to check the product history in Encompass Mobile for the previously duplicated entries. Confirm that the purchase quantities are now correctly displayed (no longer doubled). Understand Customer History Display Limitations: Be aware that after running Rebuild_CustomerHistory, the "History" button in Encompass Mobile will typically only display data going back 8 months. This is a system limitation due to the length limit of the Date Array field on Customer History. If sales representatives require historical data beyond 8 months for seasonal accounts, this is currently a feature request and not a configurable setting.

Fields And Definitions

  • Encompass Mobile: The mobile application used by sales representatives for tasks like order entry and viewing customer history.

  • Purchase Quantities: The number of units of a product purchased by a customer.

  • History Button (Encompass Mobile): A feature within Encompass Mobile that displays a customer's product purchase and inventory history.

  • Scheduled Tasks: Automated processes within the Encompass system that perform various functions at set intervals.

  • Update_CustomerHistory: A scheduled task responsible for updating customer history records.

  • Rebuild Customer History Date Array: A scheduled task that rebuilds the customer history data, which can resolve inconsistencies. This task should be run with caution during off-peak hours.

  • Customer ID: A unique identifier for each customer in the Encompass system.

  • Date Array (Customer History): A field within customer history records that stores a list of dates related to purchases or inventory updates. This field has a length limit, which affects how far back history can be displayed.

  • Inactive Records: Customer history entries that are not currently active or relevant but may still exist in the system.

Best Practices

  • Schedule Rebuild Customer History Date Array strategically: Always run this task during off-peak hours to minimize impact on sales operations.
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  • Communicate with sales representatives: Keep your sales team informed about planned maintenance or troubleshooting steps that might affect their access to or display of data in Encompass Mobile.
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  • Regularly monitor scheduled tasks: Periodically check the status of critical scheduled tasks like Update_CustomerHistory to proactively identify and address potential failures.

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