 | See Updating Order Request Status for related information. |
A Package Order can have the following states:
- Quote Pending - order requires a quote which has not yet been provided.
- Quoted - a quote has been provided but not yet accepted or declined.
- Payment Pending - order requires an up front payment which has not yet been made.
- New - order has been created and is awaiting action.
- In Progress - order is being actioned.
- Successful - order has been resolved (terminal state).
- Problem - an error has caused the order to fail temporarily. It can be retried.
- Unsuccessful - the order is invalid, and cannot be processed. There is no point re-trying the order without modifying it.
- Cancelled - the order has been cancelled (terminal state).
Generally, when a customer completes a purchase in the Store, package and component orders are created in a New state. The state of the component orders can be changed either via the UI, or via an external third party system (requires integration). A typical order work-flow would be: New > In Progress > Successful.
There are some states that occur prior to this work-flow:
- Quote Pending - upon request of an On Quote package, the Package Order is created in a Quote Pending state until either the quote is submitted or the order is cancelled.
- Quoted - upon submitting the quote, the Package Order changes to Quoted until either the quote is accepted or the order is cancelled.
- Payment Pending - upon purchase of an 'Up Front - Pay in Person' package, the Package and Component orders are created in a Payment Pending state until either payment is made or order is cancelled.
Once orders have transitioned from these states (Quote Pending, Quoted, Payment Pending), they are set to New whereby they can begin the normal work-flow transition.
 | In the case of On Quote packages, the component orders are not generated until the quote is accepted. Upon quote acceptance, the component orders are generated and the package order changes to New. See How Quotes Work for more information. |
Component Status Aggregation
When a Component Order's status is updated, the status of the Package Order is updated based on a set of business rules (see table below).
The following table describes the relationship between Component Order states and the Package Order state:
| Package Order State | Component Order States |
|---|---|
| Quote Pending | Not applicable. Components orders are not created until the quotation is accepted. |
| Quoted | Not applicable. Components orders are not created until the quotation is accepted. |
| Payment Pending | At least one must be Payment Pending |
| New | All must be New |
| In Progress | At least one must be In Progress, all others must be New, In Progress, or Successful * |
| Successful | All must be Successful |
| Cancelled | At least one must be Cancelled, all others ignored. |
| Problem | At least one must be Problem, all others must be New, In Progress, Problem, or Successful |
| Unsuccessful | At least one must be Unsuccessful, all others ignored. |
* Package Orders can be assigned to agents (in the same way as Component Orders can be assigned). Upon assigning a New Package Order to an agent, the Package Order changes to In Progress without affecting the state of the component orders.
In the following example when the Component Order is changed from New to In Progress, the Package Order also changes to In Progress.
