Using the Order Manager

The Order Manger processes, or provisions, new clients and their requested services. New orders enter Ubersmith through an online order form or the API and are funneled into the appropriate order queue.

Multiple types of services can be processed by a single order queue, if the basic steps are the same. If service offerings have different steps, each workflow requires a customized order queue. For example, if your company offers virtual hosting services as well as dedicated servers, you would have separate order queues for each. 

Each order queue consists of a series of appropriate order actions that fulfills an order, such as provisioning the client account, adding services, and generating invoices. You will move through each predefined order action in the order until the order is completed.

Accessing the Order Manager

• From the Ubersmith Dashboard, click Orders.
  
  The Order Manager page appears.

Viewing Orders

1. Access the Order Manager.

2. Click the Order Manager View Panel arrows to toggle the panel on.

   Note

   You can click the pushpin () icon to keep the panel permanently displayed.

   

3. Select either View by Order Queue or View by Order Status.
   

4. Click the caret next to the order queue or status name to display the order steps.
   
5. Click the order queue or status step to display a list of orders in that step.
   
6. Click the Order ID link to access the order.
   
   The Order page appears.

Processing Orders

1. Access the Order Manager.
2. View the order.
3. In the Order Actions section, click Process or Skip next to the order action.
   
   The completed order action turns green and the next order action appears.
4. Continue through each order step’s order actions until the Complete order step appears. For more information on order steps and order actions, see Order Queues.

Canceling Orders

Once an order is canceled, it can not be moved back to being in process.

1. Access the Order Manager.
2. View the order.
3. In the Order Actions section, click cancel order.
   

Managing Order Communication

Completing the Order Date and Ownership Section

1. Access the Order Manager.
2. View the order.
3. In the Requested Completion field, enter or select the date the order needs to be completed on.
4. In the Planned Completion field, enter or select the date the order is expected to be completed on.
5. In the Owner field, select the owner of the order.
6. In the Priority field, select the priority of the order.
   

Replying to a Message or Posting a Followup

1. Access the Order Manager.
2. View the order.
3. In the Message section, click Reply or Reply & Quote for replying to a message or click Post a Followup.
   
   The Order Manager – Ticket Response page appears.
4. In the To field, enter the email address of the person to receive the message.
5. In the Subject field, enter the subject.
6. In the Body field, enter the contents of the message.
7. In the Respond and assign order to field, select the appropriate user to assign the order ticket to.
8. Select the Subscribe to order, if you want to follow the order.
9. In the Attachments section, click Choose File and navigate to the attachment you want to include in the message.
10. Click Send Followup.
    

Adding a Comment

1. Access the Order Manager.
2. View the order.
3. In the Message section, click Add a Comment.
   
   The Order Manager – Add Comment page appears.
4. In the Template field, select an appropriate template.
5. In the Body field, enter the contents of the comment.
6. Select Client Viewable if you want the client to be able to see your comment.
7. In the Comment and assign order to field, select the user you want to assign the comment to.
8. Select the Subscribe to order, if you want to follow the order.
9. In the Attachments section, click Choose File and navigate to the attachment you want to include in the comment.
10. Click Add Comment.
    

Subscribing or Unsubscribing to an Order

Subscribing to an order sends you a copy of any follow ups, emails, or comments associated with the order.

1. Access the Order Manager.
2. View the order.
3. Click Subscribe or Unsubscribe.
   

Sending an Order Link

If an order was started, but not completed, you can email a link to the order to the client, so they can continue where they left off.

1. Access the Order Manager.
2. View the order.
3. Click Send Order Links.
   
   The Send Order Link page appears.
4. In the From field, enter the email address of the person sending the link.
5. In the Subject field, enter the subject.
6. In the Message field, enter the contents of the message.
7. In the Attachments section, click Choose File and navigate to the attachment you want to include in the comment.
8. Click Send Mail.
   

Viewing Open/On Hold Tickets

1. Access the Order Manager.
2. View the order.
3. Click Open/On Hold Tickets.
   
   The Open/On Hold Tickets page appears with a list of tickets associated with the order.
4. Click the ticket link to view the support ticket.
   

Viewing Closed Tickets

1. Access the Order Manager.
2. View the order.
3. Click Closed Tickets.
   
   The Closed Tickets page appears with a list of tickets associated with the order.
4. Click the ticket link to view the support ticket.
   

Associating Orders with Clients

1. Access the Order Manager.
2. View the order.
3. Click the Associate With Client link.
   
   The Associate Order page appears.
4. In the Search field, select the search criteria.
5. In the For field, enter the appropriate information for the select search criteria, such as name of client when Client is select.
6. Click the Search button.
7. In the Search Results section, select the appropriate result.
8. Click Associate with Client.
   

Editing Order Information

1. Access the Order Manager.
2. View the order.
3. Click edit in the section you want to update.
   
   The Edit page appears.
4. Make any necessary changes.
5. Click Save.