Dependent Availability Fix/Cannot Un-86 Zalads in OLO
Sometimes Zalads will become 86'd on OLO at a location and the option to un-86 them will be grayed out stating that they use dependent availability.
The reason for this is that the top level of our Zalads is not actually mapped to anything in PAR. In PAR, grilled, fried, and garden Zalads all currently exist as their own items and not as modifiers/components of the top level Zalad. Since we want the guest to select the Zalad they want then choose fried, grilled, or garden, this extra level was added for digital orders only.
Since these are not actually menu items, they cannot be 86'd normally. OLO has a feature called dependent availability which checks certain items (in this case Fried, Grilled, and Garden on the first modifier level), and applies the same availability status to the unmapped item. There is a bug with this feature that can sometimes cause dependent availability items to be 86'd when they shouldn't be. There is currently no way for our team to correct this and these cases must be escalated to OLO for a resolution.
First, verify that the Fried, Grilled, and Garden modifiers which are actually mapped to the Zalads in PAR are not 86'd. If they are, the system is working as intended. If they are not, this location is experiencing the bug.
Once you have confirmed that these items are available, you are ready to escalate to OLO. Email help@olo.com to create a ticket with the support team. L1 will not be able to resolve this, they will need to escalate to the menu support team. Be sure to include the necessary context. The content of your case should be similar to the script below:
Zaxbys location xxxxx is currently experiencing an issue with dependent availability. Dependent items are marked 86'd at this location even though the items they inherit availability from are available. We have seen this bug before and it is typically resolved by the menu support team reapplying the dependent availability rule at the affected location. Please assist with escalating to that team so this can be corrected.
There will be some turnaround time since the case will need to flow through two teams before the issue is resolved. If this takes far too long, feel free to reach out to admin so we can ping who we need to to get it expedited.