Update August 22,2025: Moving forward SA will selected ticket as "Closed" - Once ticket have been fully handled.
-Tagging Ticket as "Resolved" , the customer will receive the system auto generated Survey.
- I sent a follow up to SA Chat providing this update for the process flow change.
Po's Received with Price Discrepancy (OIS275 Stuck Orders & Manual Order Entry Orders)
Another form of possible threatened order that may not release by end of month.
-PO Price discrepancy Adam will raised to Julie for approval.
Step 1: Reach to the Account Owner (Sales Person)
-Advise you received PO "XYZ" with a price discrepancy. Provide PO details and request how to proceed.
- Create a Fresh Desk ticket
-Please be sure to complete all the fields (For Adam's reporting)
-Please be sure to enter the internal notes regarding the PO order history
-Tag ticket status as "WOTP"
Step 2A:
-Upon receiving an update from the Sales Person (Advising to just push the order through)
- Hold (Do Not) release the order from OIS275 , or for Manual Order entry orders -Do Not process the order
- Escalate to Adam and he will raise to his leadership
- Once Adam has an update he will reach out and advising how to proceed.
- At the time you have followed through with Adam's instructions:
A) Be sure to modify (Update ) the required side cart fields to the outcome resolution
B) Add the additional updated internal notes.
C) If no further course of action tagged the ticket "Closed"
Step 2B)
-Upon receiving an update from the Sales Person (If you know it is fine to proceed with the order )
- Release order from OIS275/Process manual order in M3
-Be sure to modify (Update ) the required side cart fields to the outcome resolution
-Add the additional updated internal notes.
-If no further course of action tagged the ticket "Closed"
Important: All Fields must be completed for reporting purposes.
- Failure to do so will affect Adam's daily reporting
Ticket creation:
Main ticket screen
Step 1: "New" Field
- Dropdown : Select "Ticket"
Screen Populates:
Step 2: Scroll down to:
Group : Using dropdown Select "Sales Admin Group" , Or the option dedicated to your ticket demand
Agent : Using dropdown Select "Your Name"
Step 3: Scroll back to top of the screen
Product : Select "Sales Admin" or one of the other
Contact: For Inhouse only ticket creation utilize email address: salesadministration@thelegacycompanies.com
Step 4: Subject : Enter -> PO Number & The Dealer
Source : Will Also reflect "Phone"
Step 5: Type : Using Dropdown Select "Price Discrepancy"
Step 6: Dealer : Using Dropdown select the dealer
-You can also click the dropdown & start typing the dealer name in the field & dealer should populate
Step 7: Order Type : Choose -> EDI or Manual Order Entry
Step 8: Order Category : Using dropdown select the Order type
Step 9: Purchase Order # : Enter -> PO Number
Step 10:
SKI 1 : Using drop down Select the SKU#
SKU 1- Status : Select your status
SKU 1 -QTY : Click inside the box ->Up/Down arrows will reflect -> Complete the field
Step 11:
SKU 1- Dealer Price : Click inside field box -> up/down arrows will populate -> Enter the Dealer price
SKU 1 - Discounted Price : Click inside field box -> up/down arrows will populate -> Enter the Discounted price
Step 12: Price Discrepancy Status : Using the dropdown Select the current Status
- Once you have an update & you move forward with the PO-> be sure to change this field to the most recent status update
Step 13: Sales Person/Account Owner : Using dropdown Select the Sales Person
-
Step14: Scroll down to Description Box:
Add a few notes related to the Ticket PO
**Reminder: What ever email address you entered at time of creating the ticket will see the details you entered in this field
Step 15: Click Create
Your ticket is now created
