Release an order stuck on hold
An order is stuck on hold when its status is still On hold although its edit window is over, or although no open window exists for it. A stuck order does not reach your warehouse or ERP until it is released. This guide shows how to find and release it, and how to stop it from happening again.
How to recognise a stuck order
On the order detail page in the administration:
- the label next to the order number reads Held past its window (in red)
- the Changes tab shows a warning icon. Hovering it reads "This order is still held past its window."
- on the Changes tab, a red message reads: "This order has been held longer than its window and has not been released. It will not reach your warehouse until released."
The plugin normally releases an order within about 5 minutes after its window ends. Wait that long before you treat an order as stuck.
Release the order
- Open the order in the administration.
- Open the Changes tab.
- Click Release now in the red message.
The order moves to Open and continues through your normal processing. A confirmation reads "The order has been released and is back in normal processing." The Changes tab records the release as a Window closed row if a window was still open.
Release now is greyed out if your user may not edit orders. Ask an administrator for the Edit permission for Orders.
If the release fails, the message names the reason. This usually means the order was moved by someone else or by a Flow in the meantime. Reload the order to see its current status, then try again or change the status by hand.
Alternative: change the status by hand
On the order's General tab, set the order status to Open. This does the same as Release now.
You can also move a held order straight to In progress or Cancelled. Both end the window.
Find out why it happened
Orders are released by the scheduled task ssd_order_editing.release_held_orders, which runs every 5 minutes. If orders get stuck, the most common causes are:
- Scheduled tasks are not running. Check that your shop runs scheduled tasks and a message queue worker, for example with
bin/console scheduled-task:runandbin/console messenger:consume, or through your host's cron setup. - The task was paused or failed. Check your shop's logs for errors from the release task.
Deactivating the plugin also releases every held order immediately.