This page collects the situations CRM users actually hit in xMatix — conversions that refuse, generation actions that won't run again, a Create Order that seems to do nothing, an empty configurator, a demo slot that won't book — with what each one means and the fix, grounded in how the engine actually decides.
A lead won't convert
"An opportunity has already been created for this lead." — conversion is once per lead; the lead already links to its opportunity, so open that instead of re-converting. If the deal needs restarting, work the existing opportunity — don't try to force a second conversion.
"A partner account is required unless the lead carries a postal code for geographic routing." or "A branch is required unless the lead carries a postal code for geographic routing." — conversion and the Order and Service Order actions need to know who sells and from where. Either fill partner account and branch on the lead, or give it a postal code your organization has mapped, which resolves both automatically. Partner leads do not need them. See working leads.
A lead releases any number of sales orders with Order, but only one service order: a second Service Order is refused with "This lead already has a service order. Open the existing service order instead of generating another."
A generation action refuses to run
The generation guards differ by action; do not assume one universal rule:
- Quote on an opportunity has no duplicate or non-empty-lines guard. It can create another quote, including a header with no lines. Check existing related quotes and lines before running it.
- Order / Service Order on an opportunity can run more than once: each releases the lines' pending quantity. They refuse with "No opportunity lines found to generate an order." when there are no lines, and "Every line on this opportunity has already been released. There is nothing left to put on an order." (or a service order) when every line has been released. Add a line or raise a quantity to release more. A generated quote does not block these paths. See Opportunities.
- Order on a quote works once: a second run is refused with "Order has already been generated for this quote." It does not require Approve or lines. Service Order on a quote is refused with "No Quote Line found for Service Order generation." when there are no lines; run again, it adds only the newer lines to the same service order and never creates a second one. See Quotes.
Order or Service Order on a quote does nothing
The quote is declined — declined quotes are skipped by both actions, without a message. Choose Approve only when the customer has actually accepted; it clears the declined state. If the quote already has its sales order, Order says so; open the order from the quote's Related tab. See Quotes.
Repricing is refused
"No Quote Line found for Repricing." (and the opportunity equivalent) — repricing re-applies price list prices to lines, so a document without lines has nothing to reprice. If lines exist but a price still looks wrong after repricing, the issue is price list resolution, not the action — work through a price looks wrong.
A header field won't change
On opportunities, the partner account and branch are fixed at creation; on quotes, the account, partner account, branch, opportunity and asset are too. This is deliberate — downstream documents inherit them — so the fix for a wrong header is a new document with the right context, not an edit.
The configurator shows nothing
Get Configurable Items returns only lines whose item is a package — an ordinary item has nothing to configure. If the package line is listed but its component list comes back empty, the components exist but none apply here: components can be scoped to sale/service/purchase contexts and to partner accounts or account groups, so check the item's component definitions against this document's context and partner. See product configurator.
A demo won't book, or the slot is refused
The demo booking flow reserves branch slot capacity when you confirm, and refuses with the specific reason: the selected time slot is inactive, the slot does not belong to the selected branch, or the item is not applicable for that slot. Pick a slot that matches the branch and item, or have an administrator review the branch's slot setup. A full slot means capacity for that date is consumed — choose another slot.
No appointment slots are offered (preview)
For the appointment engine (preview, off by default): slots only exist where the scheduling switch is on, an active slot template covers the branch and date (effective window, weekday capacity not 0), and the date is a working day — holidays and days outside the branch's business hours release nothing. A refused status change means the transition isn't legal from the current state or the appointment is terminal; a refused cancellation near the start time is the type's cancellation cutoff working as configured.
A lead linked itself to the wrong account
When a lead is saved without an account, a phone number that matches an existing account links it to that account and fills its blank name, contact and address details. If the match was wrong (shared or recycled numbers), correct the number or the account link on the lead before converting — conversion reuses the linked account.