Most problems come down to one of four causes: the price list is not governed, a rule or policy is missing, the quote is locked because it is pending, or a user is missing a license or a role.
A quote did not route for approval when I submitted it
- Confirm the quote's price list has Govern Pricing set to Yes and that a pricing rule covers the line. A floor breach or a discount over the allowed maximum is what triggers routing.
- If the quote was within the guardrails, it may have been approved automatically. See Approval behavior settings.
- Confirm at least one approval policy with an Approver Team exists. With no policy, a breach has nowhere to go. See Approval policies and escalation.
Margins are blank, or every line shows 100%
- Blank means the price list is not governed. Set Govern Pricing to Yes on the price list's Deal Desk tab (open it from Configuration → Price Lists in the Deal Desk app).
- 100% means the product has no Standard Cost. Set one on the product's Deal Desk tab, or set a Cost Override on the line. See See margin as you discount.
I cannot edit a quote
If the quote is Pending Approval, it is locked while an approver decides. It unlocks when the request is approved, or returns to you if it is rejected. See Submit a quote for approval.
Bulk paste did not add some rows
The rows it could not match on product number or name are reported back to you rather than added. Check the product identifier on those rows, confirm the product is active in the catalog, and paste again. See Bulk line entry from Excel.
The margin looks wrong on a line
Margin uses the product's Standard Cost unless a Cost Override is set on the line. Confirm the product has a standard cost, or set a cost override for that line. Remember that Cost Override is a per-unit figure.
An approval is stuck and nobody is deciding
- Confirm the request is assigned to a team whose members hold the Deal Desk Approver role.
- Escalation runs on a scheduled flow. Confirm Deal Desk - Escalate Stale Approvals is turned on and its connection reference is bound, and that the policy sets Escalation Hours. See Turn on automatic approval escalations.
A user cannot open the app
Confirm they have both a Deal Desk 365 - Named User license, assigned in the Microsoft 365 admin center, and at least one Deal Desk security role: Seller, Approver, or Administrator. Both a license and a role are required. See Roles and permissions.
The template I need is not offered
Only templates with a status of Published can be applied. Ask an administrator to check the template's Status. See Quote templates.
Still stuck?
Contact Craftware Technologies support with the quote number and, for an approval problem, the approval request reference (for example, AR-00012).