Threatened Orders Over View
1. Receive a PO that may or will not ship by end of Month. (Results in Threatened Order)
2.Created Ticket completed all required fields (See How to Step)
3. Upon receiving resolution for PO -> "Order Status Field " must be updated
4. If PO ends in processing an M3 order/ releasing OIS275 order into OIS300 & assigned an order number -> M3 Order 5. 5. 5. Number field must be completed.
6. Once "Threatened" PO is fully handled & All Side cart details are updated -> Resolve your ticket
7/31/2025: Adam's latest SA meeting Process/updates:
1. Threatened Tickets resulted in "Cancellation of Order"
- Leave side cart "Order Status" as "Threatened" Order until last day of the month/ first of the month
-When resolving ticket modify the "Order Status" , prior to Resolving the ticket
2. If you know the Threatened order will be shipping in the upcoming months (Example : OOS Inventory coming in)
- Leave side cart "Order Status" as "Threatened" until stock is available and you can release order for shipping.
- At this point update the side cart "Order status" , prior to Resolving ticket
| Question | Answer #1 | Answer #2 |
| What is a Threatened Order? | An order that may not ship / or will not ship by the end of the month -Inventory -Pricing -Vendor Issue -Carrier Issue -ETC | * |
| Why do I need to fill all required fields out in the side cart? | Failure to do so will affect Adam's reporting | * |
What option do I select for ticket status? | Waiting on Third Party (WOTP) - Orders awaiting resolution | Resolved -Orders that have no further action to be taken |
| What email address do I enter when creating the ticket? | salesadministration@thelegacycompanies.com | * |
| What do I need to do prior to "Resolving" the ticket | Important: Order Status Field -Using drop down select the option that describes the outcome of the PO  | Important: Be sure all required side carts are filled out (Completed) |
| What do I select for ticket "Order Status" ? | Order Processing: - Order not entered yet in M3 - Order stuck in OIS275 - not assigned an M3 order Number Order Processed: -Order is Now manually processed in M3 -Order is released from OIS275 & in OIS300 | Threatened: You are awaiting resolution for PO Released/Shipped: - Warehouse has processed/shipped order Cancelled: PO results in cancelation Others: Only utilize if other options are not appliable |
| What happens if I resolve the ticket and do not change "Order Status" from "Threatened" to out come of the PO/Order? | The Ticket remains in Adam's Threatened order report resulting in: -Providing inaccurate information to Sales Team and Adam's Leadership | * |
How To Steps: Create a Threaten Order Ticket
Step1: Tool Bar :New"
-Click Dropdown & Select "Ticket"
Step 2: Screen Populates
Scroll Down to "Group" Field
- Click Drop down & Select "Sales Admin Group"
Step 3: "Agent" Field
- Click Dropdown & Select your name
-Both Fields now reflect your selections
Step 4: Scroll back to top of Screen
Product Field
- Click Drop down & Select Sales Admin
Step 5: Contact Field
- Threatened orders (In House Ticket) -> enter email address : salesadministration@thelegacycompanies.com
Step 6: Subject Line Field
- Enter Vendor Name and PO XYW (the PO Number)
Step 7 : Source Field :
-Will always Auto Populate: Phone (This cannot be changed/modified)
Step 8: Type Field:
-Click Dropdown & Select "Sales Admin"
Step 9: Reason for contact Field:
- Click Drop Down & Select the option that describes the reason
Step 10: Order Type Field
- Click Dropdown & choose the order type
Step 11: Sales Person/Account owner Field:
-Click Dropdown & choose the Sales Person/Account owner
Step 12: Dealer Field:
- Click Dropdown & Select the dealer
Step 13: M3 Customer Name Field
-Enter The Dealer
Step 14: Purchase Order # Field
- Enter the PO Number
Step 15: M3 Order Number Field
- Enter the M3 order number (if applicable)
- If there is No Order Number -> Enter "NA"
Step 16: Order Status Field
- Click Dropdown & Select "Threatened "
Step 17: Sub Category Field
- Click dropdown and select the option associated with the threatened order
Step 18: PO Total Amount Field
- Click in the field -> to the right will be down arrows to start to enter the dollar amount
-Please be sure to enter the full correct total dollar amount this is threatened
Step 19: Status Field
- Auto populates as "Open" ( once your ticket is created , you will then modify to the correct ticket status
-Waiting on Third Party
-Once you have Resolution - Modify to " Resolved"
Step 20: Description Box (Enter a few details related to the PO inside the box)
- Enter Vendor Name & PO Number
**Important: If you are utilizing an email outside SA - The details you enter , the email receiver will see what you have entered
Step 21: - Click Blue Box "Create"
Screen Populates -> You have created your ticket
-Open Ticket" : 666765 (This is your Fresh Desk ticket number)
-Ticket will reflect: "New"
- Phone Icon will reflect
- "Contact Detail" Section will reflect the email address you enter
- Body of email will reflect details you enter in the description box
-The side cart reflects the information you selected/entered in the fields when creating the ticket
Step 22: Status Field: (Be sure the field reflects the correct status)
-Click Drop Down & Select "Waiting on Third Party
-Note: You will only tag ticket as "Resolved" when No further action is needed
Step 23: WOTP Type Field:
-Click dropdown & Select "Sales Admin:
Step 24 : WOTP Comments Field:
- Enter : NA
Step 25: -Click Blue Box "Update"
-All Details you have entered/modified will now "Save" on ticket
