Managing Orders

Order status is controlled by order and line item actions which typically have their own buttons on detail layouts:

Order management actions
Order management actions

There is an action hierarchy from the order all the way down to the work order, i.e., higher-level actions call lower-level actions:

Order → Order Line Item → Work Order

For example, when starting an order what happens can be visualized as follows:

Start Order → For all line items → Find work orders → Start all the work orders

The following actions are available:

ActionDescription
Add [line items on an order]
  • ORIs are added automatically to an order based on a quote when the order is created from a closed won opportunity.
  • Additional ORIs can be added manually after opportunity closure at any stage of order processing (excluding orders that have been entirely completed or canceled).
  • ORIs can be also added manually to an order that has been created without an opportunity.
  • ORIs can be re-added/re-created from the quote when deleted by accident.
Create
  • Creates new services (‘New’ line item types) and work orders (all types) for a single, selection or all of ORIs on an order.
  • Two work orders are created for the ‘Replace’ ORI type.
Delete
  • Deletes an individual, selection or all ORIs on an order, or the entire order.
  • When deleting an ORI has already been created, newly created services and work orders are also deleted.
Start
  • Starts work orders for a single, selection or all ORIs on an order, or the entire order.
Complete
  • Orders and work orders complete automatically once all the tasks (for a work order) and work orders (for an order) have been completed.
  • An order cannot be completed manually, it can only be canceled.
Cancel
  • Cancels an individual, selection or all ORIs on an order, or the entire order.

Actions can be executed from the following locations:

Order details view

These are ‘global’ and pertain to entire order. Order level actions are exactly the same as bulk actions with select all, except that they also manage the entire order status.

Line item details view

These are local and pertain only to a single, currently viewed ORI.

Individual item action on Order Summary

Actions on individual line items are exactly the same as actions in their Details view. For example, this action:

Order summary line item management actions

corresponds to:

Order line item details actions

 

Bulk item action on Order Summary

Bulk actions require a selection and execute an action on selected items. Each call is an individual transaction, e.g., if the selection has two line items and one is already created, both are selected and create is called, one line item will be created, and an error message displayed for the second one.

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