Troubleshoot a problem

Serial number information must be shared from Serialized Operations Manager to Product Information Manager by setting data synchronization rules, even if the product record exists in Product Information Manager's Product Directory. To set these data rules:

• Use the Management Web UI.
• Use the Product Information Exchange REST APIs.

To determine why the incorrect response is being returned, verify the serial number as a Producer (i.e. against your own company's serial number information) in Product Information Exchange to see if the response still is invalid.

• If the response indicates that the packaging code does not exist, then the product's master data entry did not sync properly to Product Information Manager. Check that the product has all the required fields filled out in Master Data Exchange.
• If the response returns an invalid response that is not correct, check the serial number's information in Serialized Operations Manager:
  • If the information in Serialized Operations Manager is not correct, update the serial number manually.
  • If the information in Serialized Operations Manager is correct, check the Product Verification data synchronization rules to make sure that the serial number is set up to sync to Product Information Manager. If the correct target market is set up to sync, contact TraceLink Support for further assistance.

Product master data records must match the following criteria in Master Data Exchange, in addition to the regular required fields for US target markets:

• Data Status set to Active.
• Item Status (in Master Data Exchange) set to Released.
• At least one NDC-442, NDC-532, NDC-541, or NDC-542 item code.
• A Target Market that matches one of the target markets defined in the Master Data Share sync rules.
• An MAH ID that exists in Company Master Data and is not a COMPANYID or COMPANYSITEID type.
• One Item Information entry with a Language Code of English.
• One each-level GTIN-14 packaging code with a Container Aggregation Quantity of 0.
  TraceLink syncs higher-level packaging codes if they have a Container Aggregation Quantity set but does not sync the product if two packaging codes exist for the same packaging level.

See all required fields in Master Data Exchange:

• Add product master data in the Web UI
• Add product master data through APIs

If the product has all required fields entered in Master Data Exchange, check the company's records to see if the product was recently acquired from another Producer. That Producer must update their Product Directory record to indicate that the company no longer owns the product before your company can begin responding to verification requests.

Serial numbers must match the following criteria to be synced from Serialized Operations Manager to Product Information Manager (Product Verification):

• A Target Market associated with their packaging code in Master Data Exchange must match one of the target markets defined in the Product Verification data synchronization rules.
• An Item Status that matches the item statuses defined in the Product Verification sync rules.
• A Serial Number Status of Commissioned, Decommissioned, or Destroyed.