The Package Order details screen displays key information about the package order and its components including its current status, who the order is assigned to, the customer and property details relating to the order and comment/status history.

The Package Order details screen

The following describes the various functions and information displayed on the Package Order details screen (click images to expand).

Actions

• Package Order assignment - use this to assign/reassign the package order to an agent for action.
• Mark as Unread link - use this to flag the request comment as 'unread', therefore still requiring a response from an agent.
• Fast-track Package Order button - use this to transition the package and its component orders to 'Successful'.
• Status dropdown - status dropdown selector for the component. Use this to transition the state of the component.
• Component Order assignment - use this to assign/reassign the component order to an agent for action.

Request information

• Package Order information - includes the package order reference number, the customer's name, package order category, the date/time the request was created, the date/time the request was updated and the purchase reference number (unique number associating the package with a customer).
• Ext ID field - if specified, this displays the Ext ID of the package order for the purposes of 3rd party/external system integration. You can click this field to update the Ext ID.
• Property details - if applicable, the property name, property internal reference number and the property ID number.
• Package Components - list of component orders associated with the package. These component orders must transition to Successful before the Package Order is complete.
• Status and comment history - contains the history for both the package order and the component orders. When a package or component changes state, the state and any comments is added to the history.
• Package Order summary - high-level summary of the components, variations and customer-provided information in the package. Each component is in bold; the variations and customer-provided information is separated by bullets.
• Customer details - the customer's name, account number, contact phone number and email address.

Component Order details

The following describes the various functions and information displayed on the Component Order section (click images to expand).

Actions

• Component Order assignment - use this to assign/reassign the component order to an agent for action.
• Status dropdown - status dropdown selector for the component. Use this to transition the state of the component.
• Add component comment box - use this to add a system-comment to the component. This comment is not visible to customers. Once added, the comment appears in the package order status and comment history section above.

Request information

• Ext ID field - if specified, this displays the Ext ID of the component order for the purposes of 3rd party/external system integration. You can click this field to update the Ext ID.
• Component Order details - if applicable, this lists the variation/variation options, quantities and customer-provided information relevant for the component.
• Component Order information - includes the component order reference number, component code, component category, the date/time the component order was created and the date/time the component order was updated.