Order - Main

This page is used to define demographic and geographic information about the customer / prospect.

Open this page using Menu > Sales & Marketing > Order > Search.

Description of Page

Order contains a concatenation of the customer's name, campaign, package (if the order is completed), status and start date. Order ID is the system-assigned unique identifier of the order. These values only appear after the order is added to the database.

Status contains the state of the order. Refer to Lifecycle of an Order for information about the valid values and the state transition rules. Additional information may also be displayed based on the status:

• If the order's status is Held, the following information is also displayed: the hold reason, the name of the user who held the order, and the date and time when a reminder for the order is due to be created.
• If the order's status is Canceled, the following information is also displayed: the cancel reason, the name of the user who canceled the order, and the date and time when the order was canceled.
• If the order's status is Complete, the following information is also displayed: the name of the user who completed the order and the date and time when the order was completed.

Press the Hold button to hold a Pending order. Refer to Order - Hold Dialog for a description of the pop-up window used to hold an order.

Press the Cancel button to cancel a Pending or Held order. Refer to Order - Cancel Dialog for a description of the pop-up window used to cancel an order.

If the Campaign has been setup to allow the completion of orders without selecting a package, a button appears to the right of Cancel. The label that appears in the button is defined on the Campaign. When pressed, the order is completed. When the order is completed,

• The "V" is setup / updated.
• All questions and miscellaneous fields (defined on the next tab) are posted to the appropriate object.
• Optional plug-ins are executed.
• You will be transferred to the order completion transaction that's defined on the Campaign (if any).

If the order references an existing person, account, or premise and the related person / account / premise has changed after their information was snapshot on the order, the Out of Sync section appears. This section highlights which objects have changed since the order was last saved. In addition, the Sync button appears. When pressed, the order is updated with the current field values for these objects.

An order's Campaign controls many aspects of the order's behavior. For example, it controls:

• The type of information defaulted onto an order.
• The eligibility-oriented questions that are displayed on the next tab.
• The superset of packages that can be offered to a customer.
• In addition to the above, campaigns also control high-level eligibility rules and business process flows.

An order's Campaign is defaulted as follows:

• When you select a customer on Control Central - Search, you are automatically transferred to the Account Information portal. One of the zones on this portal page contains the campaigns that can be offered to the customer. If you select a campaign from this zone, you are transferred to the Order transaction with the respective Campaign defaulted. Note, the Applicable Campaigns zone only appears if the CSR has modified their preferences to display this zone.
• In all other situations, the order's campaign defaults from the Installation Record.

You may change an order's Campaign at will. Note that changing the campaign will result in the Questions & Misc Fields (the next tab) being refreshed with values associated with the new campaign. However, other values typically defaulted from the campaign (such as default customer class) do not get refreshed so that data you may have entered does not get overwritten.

Start Date defines the date on which service will start. This date becomes the start date on service agreements created when this order is completed. If you need to change the start date on these service agreements, transfer to Start/Stop (where all of the pending start service agreements will appear).

The topics that follow describe the remaining sections on this page