Overview
When pushing a Sales Order to GAM, the Sales Order may remain stuck in "Pending Booking" with no visible error (for example: "It doesn't throw any error"). Booking may appear successful, but the UI becomes blocked (buttons unusable) and Fulfillment Items can show "Waiting for response".
This behavior was observed on CloudSense R36 and can occur when booking-related integration messages (csam__Outgoing_Message__c) become stuck in "Waiting For Response", leaving the Sales Order UI loading flag active (for example, Loading_Screen__c = "On").
Solution (Mitigation)
Symptoms (how to recognize the issue)
- The Sales Order status stays at "Pending Booking" after pushing to GAM.
- The booking step reports success but buttons remain blocked / the UI appears stuck.
- Fulfillment Items show "Waiting for response".
- No explicit error is shown (for example: "It doesn't throw any error").
Likely cause
Sales Order booking is blocked because one or more booking-related integration messages are stuck in "Waiting For Response" on csam__Outgoing_Message__c. This can leave the Sales Order’s loading/UI-blocking flag enabled (commonly Loading_Screen__c = "On"), preventing users from continuing.
Important: Perform the steps below carefully and only for outgoing messages that are confirmed to be stuck for the affected Sales Order.
Step 1: Identify stuck outgoing messages for the Sales Order
-
In Salesforce, open the affected Sales Order record (example URL format):
https://your_instance.domain.com/lightning/r/csmso__Sales_Order__c/<sales_order_id>/view -
Find related csam__Outgoing_Message__c records associated with the booking attempt (often labeled as SO Book / booking-related messages).
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Confirm the relevant outgoing message record(s) are in status "Waiting For Response".
Step 2: Update the stuck message status to clear the blockage
Update the affected outgoing message record(s):
- Object:
csam__Outgoing_Message__c - Field:
csam__Status__c - New value: "Unrecoverable error"
This clears the stuck message(s) so the booking process is no longer waiting indefinitely.
Step 3: Unblock the Sales Order UI loading state
On the Sales Order record, update:
- Field:
Loading_Screen__c - Change: "On" → "Off"
This removes the persistent UI “loading” / blocked state so users can proceed.
Step 4: Retry booking / push to GAM again
Re-run the booking action for the same Sales Order and confirm:
- The Sales Order no longer remains in "Pending Booking".
- Buttons are enabled/usable again.
- Fulfillment moves past "Waiting for response" (or shows the next expected state).
Verification checklist
- Sales Order status progresses beyond "Pending Booking".
- Fulfillment Items are no longer stuck at "Waiting for response".
- Booking UI is interactive (buttons are no longer blocked).
- No new outgoing messages remain indefinitely in "Waiting For Response".
If it happens again (recommended follow-up data to collect)
This mitigation clears the symptom but does not explain why the outgoing message became stuck. If the issue recurs, capture the following during a failed attempt:
- Timestamp of the booking attempt
- Any integration logs or monitoring around the GAM callout/response
- A list of related csam__Outgoing_Message__c records and their statuses
- Whether the issue is intermittent or happens every time
Frequently Asked Questions
- 1. How do I know I’m hitting this exact problem?
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You’ll see the Sales Order stuck in "Pending Booking" with no visible error, the UI buttons remain blocked, and Fulfillment Items show "Waiting for response". Related csam__Outgoing_Message__c records will typically be stuck in "Waiting For Response".
- 2. What is the key indicator on the integration side?
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One or more booking-related csam__Outgoing_Message__c records remain in "Waiting For Response" for an extended period and do not transition to a completed/failed terminal status.
- 3. Why set the outgoing message to "Unrecoverable error"?
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Marking the stuck outgoing message as "Unrecoverable error" clears the indefinite wait condition so the Sales Order booking process is no longer blocked by a message that is not progressing.
- 4. What if I set Loading_Screen__c to "Off" but booking is still stuck?
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Re-check for additional related csam__Outgoing_Message__c records still in "Waiting For Response" and clear those as well. If messages keep getting stuck on new attempts, collect integration logs/timestamps and investigate the GAM callout/response path and any retry/timeout behavior.
- 5. Is there an actual error message I should look for?
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In this scenario, there may be no explicit error message (reported as: "It doesn't throw any error"). The primary signals are the statuses "Pending Booking", "Waiting for response", and outgoing messages stuck in "Waiting For Response".
Matej Storga
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