Customer Service Hold Management

Menu Path: Customer Service $Images\bluerarw.gif$ Order Processing $Images\bluerarw.gif$ Order Release $Images\bluerarw.gif$ Customer Service Hold Management

Purpose

Review and release orders on manual hold.

Overview

Use Customer Service Hold Management to view and/or release customer orders that have been placed on manual hold in Order Entry. An order can be placed on manual hold for reasons other than the customer exceeding their credit or margin limit.

Note You can only release an order from manual hold if the Allow user to release orders from manual hold check box is selected for your user ID in User Extended Options.

Releasing Orders from Manual Hold

To release orders from manual hold:

Select criteria to display orders on hold.
Click the Show Data button in the ribbon.
Select orders you want to release from hold.
Select log file options.
Click the Release button in the ribbon, or if you only selected a single order in step 3 and you want to edit the order after releasing it, click the Release & Edit button in the ribbon.

Ribbon Home Tab Buttons

Button	Description
Exit	Click this button to close the Customer Service Hold Management window.
Show Data	Click this button to refresh data in the Orders grid.
Release	Click this button to release the selected orders from manual hold.
Release & Edit	Click this button to release the selected order from manual hold, and display Order Edit, so you can update information for the order. Note You can only use this button to release one order at a time.
Order Entry	Click this button to display Order Edit, which allows you to view and update detailed information for an order selected in the Orders grid, and release the order. Note If you are not authorized to use Order Edit, the Order Entry window appears instead, and allows you to view and update information for the selected order. If you are not authorized to use Order Edit or Order Entry, the Order Inquiry window appears instead, and allows you to view order information for the selected order.
Calculate Sales Tax	Click this button to manually trigger the system to request AvaTax to calculate tax again for orders that are on manual hold because of tax integration errors. This button is only enabled when the system is integrated with AvaTax.
Tax Interface Detail	Click this button to open Tax Interface Detail, which allows you to view the tax interface details for the selected order. This button is only enabled when the selected order has tax interface details.
Notes	Click this button to display Notes Entry, which allows you to view and enter notes for a selected order. The icon for this button includes a check mark if notes exist for the selected orders.

Inquiry Tab Fields and Buttons

Field or Button	Description
Customer/Billing Customer	Select whether to view orders on hold for a specific customer or billing customer.
All Customers	Select this check box to view orders on hold for all customers. This check box is selected by default.
Customer/Billing Customer	If the Customer radio button is selected, enter a customer code or name for which you want to view orders on hold, or click the Lookup buttons to select a customer code or name. If the Billing Customer radio button is selected, enter a billing customer code or name for which you want to view orders on hold, or click the Lookup buttons to select a billing customer code or name. These fields are only enabled if you clear the All Customers check box.
All Order Classes	Select this check box to view orders on hold for all order classes. This check box is selected by default.
Order Class	Enter an order class for which to view orders on hold, or click the Lookup button to select an order class. This field is only enabled if you clear the All Order Classes check box.
Customer Orders/Transfer Orders	Select whether you want to view customer or transfer orders that are on hold.
Orders	This grid displays information about orders on hold, including the number of days each order has been on hold. Double-click a row to display Order Edit, which allows you to view and update detailed information for an order and release the order. Note If you are not authorized to use Order Edit, the Order Entry window appears instead, and allows you to view and update information for the selected order. If you are not authorized to use Order Edit or Order Entry, the Order Inquiry window appears instead, and allows you to view order information for the selected order. You can use the Ctrl or Shift keys to select multiple orders you want to release from manual hold.
Orders	This field displays the total number of displayed orders.
Order Amount	This field displays the total amount of displayed orders.

Print Options Tab Fields and Buttons

Field or Button	Description
Output Option	Select one of the following output options: Screen - Output to a PDF so you can immediately view the report. File - Output to a PDF, Excel, Access, or delimited file to be stored for later use. If you select this option, specify the file type and either the output folder or file name. Printer - Output to a selected printer. If you select this option, specify a printer in the Printer field. Email - Output to your default email application. If you select this option, you are prompted to select recipients for the email, then an email is created with the report attached as a PDF file. Excel - Output directly to Excel. You can specify the location of the Excel application in the Spreadsheet File field in User Profile Maintenance. If you output to Excel, the report may include additional information.
Save Report File	Select this check box to save the Crystal Reports report (.rpt) file for the report to the folder entered in the Report Working Directory field for your user ID in User Profile Maintenance. You can use the report file to customize the report. For more information, see Crystal Reports FAQ. This check box is only available if you select the Screen radio button.
Save Access Database File	Select this check box to save the Access database (.mdb) file for the report to the folder entered in the Report Working Directory field for your user ID in User Profile Maintenance. You can use the Access database file to customize the report. For more information, see Crystal Reports FAQ. This check box is only available if you select the Screen radio button.
Output File Type	Select whether to output to a PDF, Excel, Access, or delimited (CSV, DAT, or TXT) file. These radio buttons are only available if you select the File radio button.
Specify File Name	Select this check box to specify the file name of the output report. This check box is only available if you select the File radio button.
Output Directory	Enter the location for the output report, or click the Lookup button to navigate to and select a location. This field is only available if the Specify File Name check box is cleared.
Output File Name	Enter a location and file name for the output report, or click the Lookup button to navigate to and select a location and file name. The file extension of the file name should match the selected output file type. This field is only available if you select the Specify File Name check box.
Excel Format Name	Enter an Excel format name, or click the Lookup button to select an Excel format name. Excel formats can be set up to specify which fields are output to Excel, and the order and sort order of the fields. This field is only available if you select the Excel radio button.
Format Maintenance	Click this button to display Excel Format Maintenance, which allows you to set up Excel formats. This button is only available if you select the Excel radio button.
Save As Type	Click the Lookup button to select whether to save the delimited file as a CSV, DAT, or TXT file. This field is only available if you select the Delimited radio button, and only enabled if the Specify File Name check box is cleared.
Include header	Select this check box to include a row of header information in the exported delimited file, which labels the data. This check box is only available if you select the Delimited radio button.
Delimiter	Enter a comma (,), caret (^), or vertical bar (\|) as a delimiter for the exported delimited file. This field is only available if you select the Delimited radio button.
Enclosing Character	If you want to use single or double quotation marks around data exported to a delimited file, enter ' or " in this field. Even if this field is left blank, text fields that have commas or carriage returns are enclosed in quotes. This field is only available if you select the Delimited radio button.
Printer	Click the Lookup button to select a printer. This field is only available if you select the Printer radio button.
Subject	Enter a subject for the report email. This field is only available if you select the Email radio button. If you leave this field blank, the subject is the report title.
Report File Prefix	Enter a prefix for the report file name. This field is only available if you select the Email radio button.
Add Additional Comments	Select this check box if you want to include additional comments with the emailed report. If you select this check box, the Additional Comments window appears after you click the Print button in the ribbon, and allows you to enter the comments. This check box is only available if you select the Email radio button.
Print Full Heading on All Pages	Select this check box to include the entire heading from the first page of the report on all pages of the report. This check box is cleared by default, and only enabled if you select the Screen, File, Printer, or Email radio button.
Print Title Line on All Pages	Select this check box to include the report title, page number, and printed date/time on all pages of the report. This check box is selected by default and only enabled if you select the Screen, File, Printer, or Email radio button, and if the Print Full Heading on All Pages check box is cleared.
Report Language 1	Enter the first language for the report, or click the Lookup button to select a language.
Report Language 2	Enter the second language for the report, or click the Lookup button to select a language. If you enter a language in this field, the report is printed in this language and the language entered in the Report Language 1 field.
Horizontal Shading	Select this check box to include horizontal shading on alternate lines of the report to make it easier to read report data. This check box is cleared by default, and is only enabled if you select the Screen, File, Printer, or Email radio button.
Collate	Select this check box to collate the printed copies of the report (if you are printing multiple copies of the report). This check box is cleared by default, and is only enabled if you select the Printer radio button and enter a value greater than 1 in the Number of Copies field. Example You are printing five copies of a 20 page report to distribute to five different people. Leave this check box selected, so that pages 1-20 of the first copy prints, then pages 1-20 of the second copy, etc. If you clear this check box, five copies of page 1 prints, then five copies of page 2, etc.
Horizontal Shading Color	Click the Lookup button to select the color of horizontal shading on the report. This Lookup button is only enabled if you select the Horizontal Shading check box.
Number of Copies	Enter the number of copies of the report to print. This field is only enabled if you select the Printer radio button.
Process	These radio buttons are disabled in this window.
Task Occurs	These radio buttons are disabled in this window.
Time	These fields and radio buttons are disabled in this window.
Date	This field is disabled in this window.
Task Description	This field is disabled in this window.
Scheduling Assistant Queue	This field is disabled in this window.
External Email	This check box is disabled in this window.
Screen Alert	This check box is disabled in this window.
Internal Email	This check box is disabled in this window.
Report Files	This grid displays report files set up for the report, and is only available if report files are set up for the program in Report File Maintenance. This grid includes the following columns: Print - Select the check box in this column to output the report file. Number of Copies - Enter the number of copies of the report file to print. This column is only available if you select the Printer radio button. Report Description - This column displays the description of each report file. Report Filename - This column displays the .rpt file name for each report file. Report Name - This column displays the name of each report file.