Retaining Completed Orders In Open Order Database

["Morrison, Doug" <dmorrison@xxxxxxxxxx>]

We have MAPICS XA6 on an AS/400 and our customer service department uses
Browser extensively for their order inquires.  The problem we are facing
is when a customer service rep has a customer on the phone who is asking
about their order, the customer service rep has to first look in the
open order object and if the order isn't there then in the order history
object.  Having to make two system inquires is time consuming for both
our customer service rep as well as the customer.
 
Has anyone else been faced with this problem and how did you solve it?
 
We are considering a modification to invoicing that would stop completed
orders from being deleted from the open order database (MBC6REP,
MBCDREP, MBADREP, etc) at the time of invoicing.  We would then have a
batch program that would delete the completed orders over 30 days old
from the open order database.  By keeping the completed orders in the
open order database customer service would then only have to inquire
into the open order object in Browser, thus being able to answer the
customer's questions more quickly.
 
Has anyone made a similar modification or have a better idea of how to
allow customer service to make a more efficient fully functional order
inquiry via browser?
 
Thanks for your input and thoughts.
 
Doug