Using the Order Manager

The Order Manager shows the orders for new clients and new services. Orders come into Ubersmith from an order form or from the API. Each order goes into an order queue.

An order queue has a series of order steps, for example Leads, Processing, and Complete. Each order step has order actions, for example Provision Client, Add Services, and Generate Invoice. You process the order actions to move the order through the steps until the order is complete.

Use a different order queue for each type of service that has a different workflow. For example, use one order queue for virtual hosting and a different order queue for dedicated servers. For more information, refer to the article "Working with Order Queues".

Find an order

1. Click Orders.
2. To open the view panel, click the » arrows on the left side of the order list. To close the panel, click «.
3. In the panel, select View by Order Queue or View by Order Status.
4. Select All Orders or All My Orders. All My Orders shows the orders that you own.
5. Click the arrow next to an order queue or a status to see its order steps. The number next to each step is the number of orders in it.
6. Click an order step. The list of orders in the step opens.
7. Click the order ID. The order opens.

In the order list, you can:

• Use From and To to show the orders of a date range.
• Click a column name to sort the list.
• Click Download CSV File to download the list.
• Select orders, then select Cancel in With Selected Orders to cancel many orders at one time.

You can also search for an order. In Search, select Orders, then type the order ID or other information.

The order page

At the top of the order page, you can set these fields. Ubersmith saves a change immediately.

The links at the top right of the page are:

• Open/On Hold Tickets and Closed Tickets: the tickets of the order. The number shows how many tickets there are.
• Send Order Link: send the client a link to the order. See Send an order link.
• Subscribe or Unsubscribe: get a copy of all followups and comments of the order.

The boxes on the page show the contact information, the services, the totals, the contract, and the payment of the order. To see the details of the services, click service details in the Order Info box.

To change information in a box, click edit in the box, change the information, then click Save. You can edit the contact information only if the order has no client, or if the client is a lead.

Process an order

The Order Actions box shows the order actions of the current order step.

• A green order action is complete.
• To do the next order action, click Process. Some order actions open a window where you type more information.
• To not do an optional order action, click Skip. To undo a skip, click Undo.
• To do a completed order action again, click Reprocess. Only some order actions let you reprocess them.

When all the order actions of a step are complete, the order goes to the next step. If the remaining order actions of the step are all optional, you can click Next Step to go to the next step.

Continue until the order is in the Complete step.

Cancel an order

1. Open the order.
2. In the Order Actions box, click cancel order.
3. Click Yes to confirm.

Send a followup

A followup is an email about the order.

1. Open the order.
2. Click Post a Followup. To reply to the email address of the order, click the email address in the Address & Contact Information box.
3. The To field shows the email address of the client. To change it, click edit. Optional: type addresses in CC and BCC.
4. In From, select the sender.
5. Type the Subject.
6. Optional: In Template, select a template.
7. Type the message.
8. In Respond and assign order to, select the staff member who owns the order next.
9. Optional: Select Subscribe to order.
10. Optional: Add attachments. Drag the files to Attachments, or click the box to select the files.
11. Click Send Followup.

Add a comment

A comment is a note about the order. Ubersmith does not send a comment by email.

1. Open the order.
2. Click Add a Comment.
3. Type the comment.
4. To show the comment to the client, select Client Viewable.
5. In Comment and assign order to, select the staff member who owns the order next.
6. Optional: Select Subscribe to order.
7. Optional: Add attachments.
8. Click Add Comment.

Send an order link

If a client starts an order but does not complete it, you can send the client a link to the order. The client can then continue the order.

1. Open the order.
2. Click Send Order Link. The Send Order Link window opens.
3. The To field shows the email address of the order. Complete the From, Subject, and Message fields. Optional: complete CC and BCC, and add attachments.
4. To see the variables that you can use in the message, click View Variables.
5. Click Send Mail.

Associate an order with a client

If an order has no client, you can connect it to an existing client.

1. Open the order.
2. Click Associate With Client. The Associate Order window opens.
3. In Search, select what to search, for example Client or Client ID #.
4. In For, type the value to search for.
5. Click Search.
6. Select the client in the search results.
7. Click Associate Client.