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Dealing with problematic orders

The purpose of this screen is to point out to you which purchase orders have not been sent and orders that are stuck in the approval process. With this screen, you will have the ability to resend or move orders forward right from this screen. The idea is to greatly improve the deliverability rate.

Purchase orders

In terms of the purchase orders, we can't assure that every purchase order gets sent successfully. We could hope for a 99.9% success rate but there are too many possible uncontrollable issues that could occur between integrations and failed emails. This screen will point out the small percentage of purchase orders. Since every order is important we suggest that you use this screen to keep an extra close eye on any purchase order that we have identified as a possible problem. This screen only captures the purchase orders that we know failed. If we find a new scenario for a cause of failure we will have to build it in as a newly captured failure.

Orders

Orders often get stuck in the approval process. This screen will point out all the orders that are stuck and allow you to move the orders forward. This screen only captures the orders that we know are stuck. If we find a new scenario for a cause of an order being stuck we will have to build it in as a new stuck type.

There are two ways to locate the PO and Order screens. Either click on the yellow icon in the top right of the page, near the logout button, or you can locate it from the order dropdown. Problem orders and POs are both accessed on the same page. They are only separated by tabs.

 

  • From the icon

  • From the order drop down

 

Once you enter the screen, you will be presented with a list of problem orders or POs, depending on which tab you are on.

 

Here is an example of what the screen looks like:

Whats on the page?

  • Order number - clicking on the order number will take you into the order where you can then either send for approval or approve and complete.

  • Creation date of the order.

  • The date the order was sent for approval.

  • Next approver - For workflows, this will be the user or job title that is next in the approval chain, or the vendor. For non-workflow orders, this will be the “manager” of the user that created the order, the final approver in manage catalog, or the vendor.

  • Facility name - the facility where the order was placed.

  • Actions - this column contains two action buttons

    • Poke next approver - this will send an email to the user(s) that are next in the approval chain

    • View workflow - this will show you a diagram of the workflow and all of the users and “job titles” that are a part of it.

  • Info - This will expand the problem order and display additional details such as vendors, the time the order was last modified, and the category of the order.

Dealing with problematic POs

Locating problematic POs is the same as locating problematic orders (refer to instructions above)

once you are on the problematic PO page you will be able to see all of the POs that encountered issues while attempting to send out to the vendor.

Here is an example of what the screen looks like:

Whats on the page?

  • PO number- clicking on the PO number will open of a PDF of the PO

  • delivery type - This will tell you whether the PO was sent vie E-send (electronically) or through email

  • sent status - this will tell you what went wrong with the PO. there will also be an option for “more info” which will open up the side panel troubleshooter. Possible options for sent status are:

    • bounced

    • internal error

    • E-send error

    • dropped

    • deferred

    • Spam Report

  • date sent - the date the PO attempted to send

  • vendor name - the name of the vendor on the PO

  • order approver - the user who approved the order

  • Category - a category of the order for the PO

  • more info- this will expand the problem PO and display additional details such as facility and error reason.

Troubleshooting

Clicking on more info will open up the troubleshooter on the right-hand side where you will be given more information on why the PO might have failed to send and how you can go about solving the issue.

Depending on the failure reason, you will either be given the option to correct information and resend the PO or contact our customer service team.

Here is an example:

Here is an example:

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