Agent Fulfillment

After a user has placed an Order in the Catalog, the Jira Service Desk Agent will receive a ticket in the related Jira Service Management Queue.

Open

Each Jira ticket contains a checkout order submitted by a user.

1. To view Order Details, you may need to select Fulfill order from the ellipsis drop down menu.

2. Status of the complete order. This status is computed from the status of each item in the order. See below a list of all order status.

3. The number of items in the order and the total.

4. The user requesting the order, shipping address and related department.

5. Ordered item, quantity and cost.

6. Status of item in the order. If the items is in inventory, a lozenge indicating “In Stock“ will show. This indicates that agents can use items in inventory to fulfill the order rather than procure from vendor.

7. From item actions, agent may Edit Order to make adjustments to the order, Decline the order or use item in stock.

8. Submit order to vendor or create Purchase order manually.

9. Actions taken on order such as declining order or editing items in the order.

Order Status

1. New - Newly created order.

2. Submitted - Status when items are orders from vendor.

3. Canceled - Status of order when all items are cancelled.

4. Partially fulfilled - Status of order when a part of the order has been fulfilled.

5. Fulfilled - Status of order when all item have been fulfilled.

Item Status

1. NEW - Item has just been requested by end user.

2. DECLINED - Agent declines items requested by user with reason. Message is sent to user via comment.

3. ORDERED - Item has been sent to the pertinent vendor via a purchase order. This is sent via email, or a PDF is printed and sent via snail mail.

4. COMPLETED - Item has been received from vendor and it has been added to Asset management, or the order is fulfilled with a current asset. Budget is debited the total amount in order if bought from vendor.

5. CANCELED - Cancellation order sent to vendor after item has been ordered and not yet received. Email is sent to vendor with list of canceled items via email. Budget is credited the order amount.

6. BACKFILL - Item is marked to be backfilled after using item in Asset Management. Item will appear in purchase order. If item was not marked for backfill after using item in Asset management, it is not added to the Purchase order to vendor.

7. RETURNED - Item sent back to Vendor after being received. Item is removed from Asset Management. Budget is credit the amount similar to what is returned.

Order Actions

Open

The Order Actions button enables the Agent to

• edit the order,

• add an item,

• add an unlisted item, or

• decline the order.

Edit Order

If the Agent clicks “Edit Order,” the order fields below will become editable.

Add Item

If the Agent clicks “Add Item,” the Agent can select Items from the catalog (including invisible items) to add to the Order.

Add Unlisted Item

If the Agent clicks “Add Unlisted Item,” the Agent can add an Item that is has not been added by an Administrator to the Item table. This added item will not be automatically added to the Item table, but, if received, will be added to the Inventory Asset table.

Decline

If the Agent clicks “Decline,” the order will be declined.