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 Open UI User Manual Training and Instruction for Using SOFAVersion 1.0 Table of Contents-3174991943100National Archives and Records Administration (NARA)8601 Adelphi RoadCollege Park, MD 20740-6001-317499194310040005001979295 TOC \h \u \z 1 PAGEREF _2w5ecyt \h Terminology That Has Changed1-12 PAGEREF _1baon6m \h Process Maps2-13 PAGEREF _2et92p0 \h Getting Started3-13.1 PAGEREF _tyjcwt \h Login to SOFA3-13.2 PAGEREF _3vac5uf \h Change Password3-23.3 PAGEREF _1t3h5sf \h Customize the Home Screen Tab3-14 PAGEREF _17dp8vu \h Basic SOFA Functionality4-14.1 PAGEREF _3rdcrjn \h Columns4-14.1.1 PAGEREF _26in1rg \h Moving Columns4-14.1.2 PAGEREF _lnxbz9 \h Hiding / Displaying Columns4-24.2 PAGEREF _2afmg28 \h Queries4-54.2.1 PAGEREF _1ksv4uv \h Perform a Query4-54.2.2 PAGEREF _44sinio \h Save Queries4-74.2.3 PAGEREF _pkwqa1 \h Refine Queries4-84.2.4 PAGEREF _z337ya \h Delete Queries4-104.3 PAGEREF _39kk8xu \h Create Record4-114.3.1 PAGEREF _1y810tw \h Standard Method4-114.3.2 PAGEREF _4i7ojhp \h Alternate Method4-114.4 PAGEREF _2xcytpi \h Cancel Record4-124.4.1 PAGEREF _1ci93xb \h Standard Method4-124.4.2 PAGEREF _3whwml4 \h Alternate Method4-124.5 PAGEREF _2bn6wsx \h Delete Record4-134.6 PAGEREF _1opuj5n \h Running and Printing Reports4-144.6.1 PAGEREF _3as4poj \h Research Tickets4-144.6.2 PAGEREF _1pxezwc \h Packing Slips4-144.6.3 PAGEREF _49x2ik5 \h Draft and Final Quotes4-164.7 PAGEREF _147n2zr \h Order Summary Report4-18Keyboard Shortcuts4-195 PAGEREF _2nusc19 \h Contacts5-15.1 PAGEREF _1302m92 \h Access and Edit Contacts5-15.2 PAGEREF _3mzq4wv \h Create Contacts5-25.3 PAGEREF _2250f4o \h Add Addresses to a Contact5-45.4 PAGEREF _haapch \h Add Credit Card Information to a Contact5-55.5 PAGEREF _319y80a \h Access and Edit Company Accounts5-75.6 PAGEREF _1gf8i83 \h Create Company Accounts with Discounts5-95.7 PAGEREF _40ew0vw \h Disassociate a Contact from a Company5-106 PAGEREF _4f1mdlm \h Quotes6-26.1 PAGEREF _2fk6b3p \h Create Quotes – Standard Method6-26.2 PAGEREF _19c6y18 \h Print Quotes6-66.3 PAGEREF _upglbi \h Create Quotes – Alternate Method6-106.4 PAGEREF _nmf14n \h Audit View Tab6-147 PAGEREF _3ep43zb \h Orders7-167.1 PAGEREF _1tuee74 \h Create Orders – Standard Method7-167.2 PAGEREF _4du1wux \h Create Redo Orders – From Contacts Tab7-217.3 PAGEREF _2szc72q \h Work with Orders in “Administrative” Status – From Contacts Screen7-24Upload Scanned Attachment – From Contacts Screen7-257.4 PAGEREF _3s49zyc \h Create Orders – Alternate Method7-287.5 PAGEREF _279ka65 \h Audit View Tab7-368 PAGEREF _meukdy \h Service Tickets8-18.18-18.2 PAGEREF _sqyw64 \h Access Service Tickets8-18.3 PAGEREF _1ljsd9k \h Update Service Ticket Billing and Shipping Information8-28.4 PAGEREF _45jfvxd \h Update Service Ticket Status and Print Research Ticket8-38.5 PAGEREF _2koq656 \h Fulfill Service Ticket and Print Packing Slips8-58.5.1 PAGEREF _zu0gcz \h Form 80s8-58.5.2 PAGEREF _3jtnz0s \h Form 728-88.5.3 PAGEREF _1yyy98l \h Form 72 – Partial Fulfillment8-98.6 PAGEREF _4iylrwe \h Overage Process8-118.7 PAGEREF _2y3w247 \h Batch Update of Service Ticket Status8-138.8 PAGEREF _1jlao46 \h Changing the Site for a Service Ticket8-18.9 PAGEREF _1d96cc0 \h Audit View Tab8-19 PAGEREF _2iq8gzs \h Appendices9-1Appendix A – Quotes9-1Appendix B – Orders9-2Appendix C – Service Tickets9-3KeySymbolsMeaningCritical information for performing the activity.Helpful hints for performing the activity. Terminology That Has ChangedOld Term (OFAS)New Term (SOFA)Description of New TermSOP Number-Replaced with Siebel Number (Quote #, Order #, Service Ticket #). This number remains the same throughout the fulfillment process.Qty BackOrder-Term not used in SOFA.Quote #Tracking number for all Quotes, Orders, and Service Tickets. This number remains with the record throughout the fulfillment process. Order #Service Ticket #Customer NameFirst NameField used to capture the Customer's First Name.Middle InitialField used to capture the Customer's Middle Initial.Last NameField used to capture the Customer's Last Name.Order CommentCommentsField (up to 256 characters) used to capture details about the customer's order request. DescriptionDescriptionField (up to 2000 characters) used to capture details about a particular line item on an order. This field may be used to identify the record group and stack location of the requested item.Customer ID-Term not used in SOFA.Class ID: Public-Term not used in SOFA.Class ID: Trust Fund-Term not used in SOFA.Class ID: Walkin-Term not used in SOFA.-Contact Type: Paper Form UserCustomer who submits orders via paper forms.-Contact Type: Web Registered UserCustomer who submits orders via Order Online! (Internet).-Contact Type: Manually Registered UserCustomer whose contact information is submitted directly to the NARA user.Research TicketService TicketBreakdown of an order record aligned to the business unit that must fulfill the specified line items. For Form 80s Orders, there is only one Service Ticket per Order.In SOFA, Research Ticket refers to the printed report that is used when fulfilling a Service Ticket.Old Term (OFAS)New Term (SOFA)Description of New Term-SiteName of the business unit/NARA organization associated with a record. Field is automatically populated with the site of the user who created the record; the site may be changed as necessary.-Shipping MethodIndicates the shipping method the customer selects to deliver the requested order. These include Standard Method, Express Mail, Federal Express, UPS Red/Blue, UPS Ground 2nd Day, US Postal Service, and Call for Pick-Up. The default is Standard Method.-Shipping Account #Field used to capture the account number for the customer's shipping method, if the method is not the Standard Method. When the customer has no account number, the NARA Group E user may enter the customer's credit card number.-RedoFunction used when an order must be recreated. Redo Orders are automatically established at an “Urgent” Priority. -Redo ReasonField used when a Redo Order is established. This field must be completed to indicate the reason for the Redo Order.-Parent Order NumberField is automatically updated when a Redo Order is established to align it with the original order.-Line TotalField used to indicate the cost for one line item on a Service Ticket. The cost is calculated by multiplying the unit cost of the product selected by the Quantity Ordered. Field is automatically updated.-Order SourceIndicates the method that the order was initiated. Order Source types include Manual Order, Non Quoted Order, Paper Order, Quoted Order, Web Order, and Back Office Order.-Records ProcessedField on the Barcode Update Screen Tab that indicates the number of Service Tickets selected during the Bar Code selection process.Old Term (OFAS)New Term (SOFA)Description of New Term-Records UpdatedField on the Barcode Update Screen Tab that indicates the number of Service Tickets successfully updated during the batch update status.-Overage ApprovalField used to indicate that the NARA user has contacted the customer to gain approval to fulfill an order for more than the quantity ordered. Required when the Order Quantity increases the Order Total by $25.01 to $100.00.-Overage ReasonField used to record the customer's approval to fulfill the order for more than the Quantity Ordered. Field is required when the "Overage Approval" box is selected.-Partial FulfillmentFunction that allows the user to fulfill and ship a portion of a line item. A packing slip is generated for each partial shipment. Process Maps010795Getting StartedLogin to SOFAGo to the SOFA Web site. The SOFA application can be directly accessed through the user name into the “User ID” field.Type the password into the “Password” field.Press enter or click the Log In button.The SOFA Home Screen Tab will appear. Do not use the Internet Explorer navigation buttons/arrows.Change PasswordTo change your password for HMS: At the top of the HMS screen, click the View menu.Select the User Preferences option.Enter your new password in the Password field.Then re-enter your new password in the Verify Password field.Click the button. Customize the Home Screen TabThe Home Screen Tab layout can be customized. Customizing the layout will ensure that the preferred setup is present the next time the user logs into SOFA.Click the Edit Layout button.The Edit Layout screen will appear. From the Edit Layout screen, use the section control buttons to customize the Home Screen Tab layout. The Expand and Collapse buttons define whether a section’s records are displayed on the Home Screen Tab as a default.Click the Expand button next to a section to display records.Click the Collapse button next to a section to hide records.The user can change all of the sections to be expanded or collapsed by selecting the Expand All or Collapse All options from the Edit Layout tab drop down. The Show and Hide buttons define whether a section is displayed on the Home Screen Tab.Click the Show button next to a section to ensure the section is visible on the Home Screen Tab.Click the Hide button next to a section to ensure the section is not displayed on the Home Screen Tab.The user can toggle all of the sections to be shown or hidden by selecting the Hide All Applets or Show All Applets options from the Edit Layout Menu drop down.The Move Up and Move Down buttons define the order in which sections will appear on the Home Screen Tab.Click the Move Up button next to a section to move the section higher in position on the Home Screen Tab.Click the Move Down button next to a section to move the section lower in position on the Home Screen Tab. Click the Done button to save the customizations. Click the Default Layout button to return all sections to their original layout. SOFA TourApplication Menus – There are four Application Menus, which can be accessed regardless of what page is active. The functionality available in each menu will vary based on which Screen and View Tabs are active. The menus and functionality that may be found in each include:File: Log OutEdit: Delete Record, Copy Record, QueryView: Site Map, Reports, Columns Displayed, User Preferences, SearchHelp: Contents and IndexApplication Toolbar – Tools that are available regardless of what process the user is completing include: Show drop down – Displays all items for all business units or just those items related to the user’s business unit.Some users may not have the option to display items for all business units.History button – Displays the history of the pages that have been accessed.Navigation arrows – Allow the user to move forward and backward between pages that have been accessed in the application. While in SOFA, use these buttons instead of the Internet Explorer navigation buttons. Site Map button – Displays the organization of pages within SOFA.Search button – Displays an applet that enables the user to search for records throughout SOFA. Screen Tabs – The main screens for SOFA include:HomeContactsQuotes (Not available to all users)Orders (Not available to all users)Service Tickets (Not available to all users)Reports (Not available to all users)List Applet – Displays information for a particular set of records.Form Applet – Displays a form for editing, creating and viewing individual records.View Tabs – Each screen tab has multiple view tabs, which display editable information related to a specific record. The available view tabs depend on which screen tab is active.Menu button – Provides functionality appropriate for that applet.Show more/Show less button –Allows users to view more/fewer rows of information in a list applet.Text Editor Button – Where available, (e.g., Comments) users can click the button in the field to key in additional information.New button – Creates a new record.Query button – Displays a blank applet for entering query parameters. Execute Query button – Executes the query and displays the query results. New Query button – Displays a blank applet for entering query parameters.Pick Button – Displays a pop-up containing a list of records. Basic SOFA FunctionalityThe following reviews basic SOFA functionality.ColumnsMoving ColumnsThe order that columns are displayed can be changed.Select the column to be moved by left-clicking and holding the column title.Drag the column to the desired location.The line shows where the user will be moving the column.Release the mouse button to place the column in the new location. Hiding / Displaying ColumnsThe Columns Displayed pop-up allows users to see what columns are visible or hidden on the screen. Also users can change which columns are visible or hidden through this pop-up. Click the Menu button.Select the Columns Displayed… menu option. The Columns Displayed pop-up will appear. Columns that appear in the “Selected Columns” list are visible in the associated list applet. As shown above, all of the columns for the Contact Screen Tab list applet are displayed.Columns that appear in the “Available Columns” list are not visible in the associated list applet. The following procedure will hide columns in the associated list applet:Select the column from the “Selected Columns” list.Multiple columns can be selected. Hold down the “Ctrl” key on the keyboard while left clicking on the desired columns with the mouse.Click the Hide button ( ) between the “Available Columns” and “Selected Columns” list.The selected columns will move from the “Selected Columns” list to the “Available Columns” list.Click the Save button ( ) in the lower right corner of the pop-up for changes to take effect.The following procedure will show columns that are not displayed in the associated list applet. Select the column name in the “Available Columns” list that should be displayed in the list applet. Multiple columns can be selected. Simply hold down the “Ctrl” key on the keyboard while clicking on the desired columns’ names with the mouse.Click the Show button ( ) between the “Available Columns” and “Selected Columns” list.The selected columns will move from the “Available Columns” list to the “Selected Columns” list.Click the Save ( ) in the lower right corner of the pop-up for the changes to take effect. To return columns to their original layout, conduct the following steps: Click Reset Defaults button ( ) in the lower right corner of the pop-up.Click the Save ( ) in the lower right corner of the pop-up for the changes to take effect.QueriesPerform a QueryQueries allow users to search for specific records within a list applet. Click the Query button. Enter the relevant information for the query (e.g., a customer’s last name in the “Last Name” column, an order number in the “Order #” column, or the service ticket number in the “Service Ticket #” column). Queries in SOFA are case-sensitive. To query for both upper and lowercase, type “~LIKE <space>” before the query information.The following example shows a query for a Research Ticket where the first name of the customer is known.Queries can be created using more than one column. For example, a query can be created using the customer’s first and last name. Increasing the number of fields used to query will help refine the search. Click the Go button or press the Enter key to run the query based upon the information supplied.The records that meet the query criteria are displayed. Queries can be created using Operators to help locate specific records. The following is a list of query operators:OperatorPurpose* Wildcard. Placed anywhere in a string, returns records containing the string or containing the string plus any additional characters at the position at which the asterisk appears, including a space: Car* finds Car, Carson, and Carbon.?Wildcard. Placed anywhere in the string, returns records containing the characters specified in the string, such that any single character may appear at the location of the ?: t?pe find type, tape.=Placed before a value, returns records containing a value equal to the query value: = CA in the state field returns records in CA.<,>,<> Any of these, placed before a value, returns records containing a value that is greater than, less than, or not equal to the query value.<= , >=Placed before a value, returns records containing a value that is greater than or equal to or less than and equal to the query value. LIKE, like NOT LIKE, not likePlaced before a value, returns records containing the value: LIKE Smi* finds records in which the value in the query field starts with Smi.Use NOT LIKE to find records where the value in the query does not start with Smi.IS NULL, is null, IS NOT NULL, is not nullPlaced in the query field, returns records for which the query field is blank. Enter IS NULL in the Due Date field to find all records for which the Due Date field is blank.Use IS NOT NULL in the Due Date field to find those records in which the Due Date field is not blank.~LIKE <space>Place before a value to query for both upper and lower case words.Save QueriesQueries can be saved for future use.After performing a query, click the Menu button.Click the Save Query As menu option.The Save Query As pop-up will appear.Type a name for the query in the “Query Name” field.Click the OK button in the lower right hand corner of the pop-up.The saved query is available in the Queries drop down menu in the application toolbar. A Saved query can be run by selecting it from the Queries drop down menu.To view all the records of a Screen Tab, ensure the Queries drop down menu is set to the “all” option for the Screen Tab. Refine QueriesSaved queries can be refined using the following steps: From the Queries drop down menu, select the query to refine.Click the Edit Application Menu.Highlight the Query menu option. Select the Refine option.The query values will appear in the list applet.Edit the query by entering or removing terms from the appropriate column(s). When completed, click the Edit Application Menu.Highlight the Query menu option. Select the Save menu option. Select the Save option, not the Save As… option (Save As… will not save the refined query). Delete QueriesSaved queries can be deleted using the following steps: Click the Edit Application Menu.Highlight the Query menu option. Select the Delete… menu option.The Delete Record pop-up will appear.Click the name of the query to delete from the Query Name list.Click the OK button.The selected query is removed from the Queries drop down menu.Create RecordNew contact, new quote, new order, and new line item records can be created using two methods. The following examples are from the Quotes Screen Tab.Standard MethodThe standard method for creating a new record utilizes the New button on the list applet. Click the New button.Click in the empty field under each column and type/select the appropriate information.Fields that are required have an asterisk (such as: “*Last Name”) and must be completed prior to saving the record.Alternate MethodThe alternate method for creating a new record requires the user to select New Record from the Menu button drop down. Click the Menu button.Click the New Record menu option. Click the field under each column and type/select the appropriate information.Fields that are required have an asterisk (such as: “*Last Name”) and must be completed prior to saving the record.Cancel RecordNew contact, new quote, new order, and new line item records can be cancelled using two methods. The following examples are from the Quotes Screen Tab.Standard MethodThe standard method for canceling a new record utilizes the Cancel button on the list applet.Click the Cancel button.Alternate MethodThe alternate method for canceling a new record requires the user to select Undo Record from the Menu button drop down.Click the Menu button. Click the Undo Record menu option. Delete RecordThe following types of records can be deleted: Quotes in the In Progress Status, Quotes in the Draft Status (See Appendix for status definitions.)Select the record (e.g. line items) to be deleted.Click the Menu button.Click the Delete Record menu option.The Delete Confirmation pop-up will be displayed. Click the OK button.Running and Printing ReportsResearch TicketsResearch Tickets can only be printed by clicking the Print Research Ticket button on the Service Tickets Screen Tab.From the Service Tickets Screen Tab, select the service ticket to print.Click Print Research Ticket button.In the Marked as Printed pop-up, click the OK button to print and mark as printed; click the Cancel button to print but not mark as printed.If OK is selected in the preceding pop-up, click the OK button in the Records are marked as printed pop-up.The Research Ticket will print regardless of whether the record was marked as printed. Packing Slips Packing Slips can only be printed by clicking the Print Packing Slip button on the Service Tickets Screen Tab.From the Service Tickets Screen Tab, select the service ticket to print.Click Print Packing Slip button.In the Records are marked as printed pop-up, click the OK button. For orders where the “Bill Me” column is checked, in addition to the packing slip, two copies of the invoice will print.Draft and Final QuotesFrom the Quotes Screen Tab, select the quote to be printed.Click the Report button Application ToolbarSelect the report from the list of optionsFrom the Report drop down, select Draft Quote or Final Quote as appropriate. The report is displayed on the user’s screen in Portable Document Format (pdf) in Adobe Reader.The user may save the report to a user specified location by clicking the Save a Copy button in Adobe Reader. The saved pdf report may be emailed as an attachment to the customer.The user may print the report clicking the button in Adobe Reader.Order Summary ReportFrom the Orders Screen Tab, run a query for the order(s) to be printed.Click the Report button Application ToolbarSelect Order Summary option from the list. The Reports pop-up will open.Click the button to get a hardcopy of the report. The report(s) are displayed on the user’s screen in pdf in Adobe Reader.Keyboard ShortcutsRecord ManagementShortcutRecord ManagementShortcutNew RecordCTRL + NGo to Site MapCTRL + SHIFT + AEdit RecordCTRL + EGo to Next Record (in list)CTRL + down arrowSave RecordCTRL + SGo to Next Record Set (in list)ALT + down arrowDelete RecordCTRL + DGo to Previous Record (in list)CTRL + up arrowCopy RecordCTRL + BGo to Previous Record Set (in list)ALT + up arrowSelect AllCTRL + AGo to Last RecordALT + LUndo RecordCTRL + UorESCGo to First RecordALT + FNew QueryALT + QOpen Search CenterCTRL + FExecute QueryENTERPrint ReportsCTRL + SHIFT + RRefine QueryALT + RGo to History ButtonCTRL + SHIFT + HSave Query AsALT + SOpen List View/ Sub Tab MenuCTRL + SHIFT + MContactsThis chapter details the steps for accessing and editing existing customer records, as well as the steps for creating customer records. Access and Edit ContactsClick the Contacts Screen Tab. Run a query for the contact. (See Perform a Query section in Chapter 6.)The Contacts List Applet will display all of the contacts that match the query parameters. If no contacts are presented, there are no matches. A new contact record can be added by following the steps in the Create Contacts section of this chapter. If the contact is found, verify the detailed information for the contact as follows:Select the contact.Click the Edit button.Update the details for the contact as needed by selecting the field and typing/selecting the appropriate information in the form or list applet.Click the Save button. Edits to the contact record are saved. Create ContactsBefore creating a new contact, check to see if the contact is already in the database. (See Access Contacts section in this chapter.)Click the Contacts Screen Tab.Click the New button in the Contacts List Applet.A new contact record is created.In the form applet, select each of the fields and type/select the appropriate information. The following fields are required:First NameLast NameShipping Method “Shipping Account #” is a required field, when “Shipping Method” is not Standard Method. To associate an Address with the contact, click on the button in “Street Address1:” field.The Street Address pop-up appears. Query for the desired company name. If the desired company is not listed, there are no matches. A new company account can be created by using the following steps: Click the New button in the Pick Company Name pop-up. The Company Name pop-up appears.Click in the field in the Company Name column. Enter the new company name in the field.Click the Save button.The Company Name pop-up closes and the new Company is added in the “Company Name” field. Select the company from the Add Company Name pop-up. Click the Pick button in the Company Name pop-up. The Company Name pop-up closes and the new Company is added in the “Company Name” field. Click the Save button on the Contacts List Applet.The contact is displayed the Contacts List Applet.Add Addresses to a ContactOne or more addresses can be added to a Contact record. Click on the Contacts Screen Tab.Query for the contact. (See Perform a Query section in Chapter 6.)Select the contact.Click the Addresses View Tab. Click the New button.A new address record will appear.Click each field and type/select the appropriate information. A description of each field is below. Primary - Each contact has only one primary address. Select the check box in the Primary column to denote the address as primary.Street Address 1 – requiredStreet Address 2 City – requiredState – required Abbreviations for US States and Canadian Provinces may be selected from the drop down. If the address is for a country other than US or Canada, then either type the name of the State or select None from the drop down. Zip Code – requiredCountry – requiredOnce all required fields are completed, click “Ctrl + S” to save the new address. Add Credit Card Information to a ContactOne or more credit cards can be added to a Contact record. Click on the Contacts Screen Tab.Query for the contact to add credit card information. (See Perform a Query section in Chapter 6.)Select the contact.Click the Credit Cards View Tab.Click the New buttonA new credit card record is created.Click each field and type/select the appropriate information. The following fields are required.Credit Card #Cardholder NameCredit Card TypeExpiration MonthExpiration YearBilling Street Address 1Billing City Billing StateBilling Zip CodeBilling CountryBilling Information is the contact information on file with the credit card company and may be different than the Shipping Information.Access and Edit Company AccountsUsers can access and edit company names and associated discounts from the Company Names Screen Tab.1. Click the Site Map button.Click the Company Name link. The Company Names Screen Tab appears on the screen.Run a query for the company. (See Perform a Query section in Chapter 6.)The Company Name List Applet will display all of the company names that match your query parameters. If the desired company is not listed, there are no matches. A new company account can be added by following the steps in the Create Company Account section of Chapter 7. If the company name is found, edit the detailed information for the company as follows:Update the details for the company as needed by selecting the field and typing the appropriate information in the form or list applet.Click “Ctrl + S” button. Edits to the company account record are saved. Create Company Accounts with DiscountsUsers can create company names and associate discounts from the Company Names Screen Tab. Before creating a new company account, query to see if the company is already in the database. (See Access and Edit Company Accounts section in Chapter 7.)1. Click the Site Map button.Click the Company Name link. The Company Names Screen Tab appears on the screen.Click the New button in the Company Names List Applet.In the form applet, select each of the fields and type the appropriate information. Company NameDiscountA new company account is created.Disassociate a Contact from a CompanyUsers can inactivate a contact so that the contact is no longer associated with a company name using the Company Names Screen Tab accessed via the Site Map.Inactive contacts do not display in the Contacts Screen Tab.1. . Click the Site Map button.Click the Company Name link. The Company Names Screen Tab appears on the screen.Run a query for the company. (See Perform a Query section in Chapter 6.)The Company Name List Applet will display all of the company names that match the query parameters. Select a company. The bottom applet on the screen displays all the contacts associated with the selected company. Select the contact to be disassociated from the company.Select Inactive from the Contact Status drop down. Step off the record and click “Ctrl + S” to save the record. Inactive contacts can be re-activated using the steps detailed above except selecting “Active” in step 6.QuotesThis chapter details the steps for creating a quote, as well as printing and emailing a quote.Create Quotes – Standard MethodUsers can create quotes for existing contacts or new contacts from the Contacts Screen Tab.Click the Contacts Screen Tab.Run a Query for the contact. (See Perform a Query section in Chapter 6.)If no contacts are presented, there are no matches. See Create Contacts Section in Chapter 7.Select the contact.Click the Quotes View Tab. Click the New button on the Quotes View Tab to create a new quote. A new quote record is created for the selected contact. Click the New button in the Line Items List Applet to add new line items to the new Quote. Click the empty field in the “Item #” column. Click the button in the “Item #” column.The Pick Product pop-up will appear on the screen. In the “Starting With” field, enter the first few letters of the desired product. Queries in SOFA are case-sensitive. To query for both upper and lowercase, type “~LIKE <space>” before the query information.Click the Go button.Select the product from the list. Click the OK button.The Pick Product pop-up will close and the selected product will be added to the line item.Click the field in the “Qty” column.Type the number of items desired.When creating a line item for a Microfilm product, enter the roll quantity in the “Qty” field, the publication number in the “Publication #” field, and the full microfilm reproduction description in the “Description” field using the following format: <Publication>: <Roll #> <Quantity>, <Roll #> <Quantity>e.g. “T529: 2(6), 31(2)”When creating a line item for a Paper to Paper Reproduction, enter the Record Group and the Stack Location in the “Description” field using the following format: RG: <Record Group>SL: <Stack Location>If the line item needs to be assigned to a different business unit, follow these steps:Click in the field in the “Site” column.Click the button in the “Site” column.The Pick Site pop-up will appear on the screen.In the “Starting With” field, enter the first few letters of the desired site.Click the Go button.Select the site from the list. Click the OK button.Repeat steps 6-15 to add additional line items, as necessary.In the Shipping/Billing Form Applet, update fields as needed by clicking on each and typing/selecting the appropriate information. In the Quotes View Tab List Applet, click the field in the “Status” column (should be In Progress) and select Draft or Final from the drop down as appropriate.See Appendix A for Quote Status Definitions.For a minimum charge quote – where the quote total is less than $10 and the “Min Charge” column’s box is checked for one or more line items (indicating it is a minimum charge item) – changing the status to Final will automatically generate the following:All line items will be 100% discounted.The line item total will be zero ($0.00).A minimum mail order charge line item will be added (Line Item Total=$10.00).Print QuotesDraft and Final Quotes can be printed from Report button Application ToolbarClick the Contacts Screen Tab.Run a Query for the contact. (See Perform a Query section in Chapter 6.)Select the contact.Click the Quotes View Tab.Click the Quote # for this quote.This will open the Quotes Screen Tab.Click the Report button Application ToolbarSelect the report from the list of optionsFrom the Report drop down, select Draft Quote, Final Quote or Quote Instructions as appropriate.Save and email, or print and send the quote to the customer. The user may save the report to a user specified location by clicking the Save a Copy button in Adobe Reader. The saved pdf report may be emailed as an attachment to the customer.The user may print the report clicking the Print button in Adobe Reader.The user should not use the Email button in Adobe Reader.The report is displayed on the user’s screen in Adobe Reader.For a minimum charge quote – where the quote total is less than $10 and the “Min Charge” column’s box is checked for one or more line items (indicating it is a minimum charge item) – the draft and final quote reports will not display the unit price, line item total, or minimum mail order charge line item.Create Quotes – Alternate MethodDraft and Final Quotes can be created from the Quotes Screen Tab.Click the Quotes Screen Tab.Click the New button on Quotes List Applet.A new quote record is created. Click in the empty field in the “Last Name” column.Click the button in the “Last Name” column. The Pick Contact pop-up appears on the screen.From the Find drop down, select the information type for the query.In the “Starting With” field, enter the first few letters of that information.Click the Go Button. Select the contact (if the contact is not listed see instructions below).Click the Pick button. The Pick Contact pop-up will close.If the contact is not listed, create a new contact by following these steps:In the Pick Contact pop-up, click the New button.Click each field and type/select the appropriate information. The following fields are required.Last NameFirst NameClick the OK button.Click the Line Item Details View Tab.Click the New button on the Line Item Details View Tab.A new line item record is created for the quote. Click in the empty field in the “Item #” column. Click the button in the “Item #” column. The Pick Product pop-up appears on the screen.In the “Starting With” field, enter the first few letters of the product.Click the Go button. The search results will display. Select the desired product. Click the OK button. The Pick Product pop-up closes and the new line item is populated with the product information.Click the field in the “Qty” column.Type the number of items desired.When creating a line item for a Microfilm product, enter the roll quantity in the “Qty” field, the publication number in the “Publication #” field, and the full microfilm reproduction description in the “Description” field using the following format: <Publication>: <Roll #> <Quantity>, <Roll #> <Quantity>e.g. “T529: 2(6), 31(2)”When creating a line item for a Paper to Paper Reproduction, enter the Record Group and the Stack Location in the “Description” field using the following format: RG: <Record Group>SL: <Stack Location>If the line item needs to be assigned to a different business unit, follow these steps:Click in the “Site” column.Click the button shown in the “Site” column.The Pick Site pop-up will appear on the screen.In the “Starting With” field, enter the first few letters of the desired site.Click the Go button.Select the site from the list. Click the OK button.Click the Billing/Shipping View Tab.Update fields as needed by clicking on each and typing/selecting the appropriate informationIn the Quotes Form Applet, select either Draft or Final from the Status drop down as appropriate.See Appendix A for Quote Status Definitions.For a minimum charge quote – where the quote total is less than $10 and the “Min Charge” column’s box is checked for one or more line items (indicating it is a minimum charge item) – changing the status to Final will automatically generate the following:All line items will be 100% discounted.The line item total will be zero ($0.00).A Minimum mail order charge line item will be added (Line Item Total=$10).Audit View TabThe Audit View Tab keeps track of all the status changes made for a quote record. This view can be used to provide users with a history of the record, including when statuses where changed and by whom. Click the Quotes View Tab.Run a query for the quote. (See Perform a Query section in Chapter 6.)Select the quote record.Click the Audit View Tab.The Audit View Tab for the selected quote record is displayed. The view displays the following columns:Field – denotes the field in the application for which audit history is being tracked. In the screen shot below, it is the “Status” field.Old Value – displays the old value for the field being tracked.New Value – displays the new value for the field being tracked.Date – displays the date the change was made.Changed By – displays the SOFA User ID of the user who made the change.Operation – denotes the kind of change made by the user e.g., “Modify” which means a record status has been modified.OrdersThis chapter details the steps for creating an order, creating redo orders, working with orders in administrative status, and uploading scanned attachments to an order record. Create Orders – Standard MethodOrders can be created from the Contacts Screen Tab. Click the Contacts Screen Tab.Query for the contact. (See Perform a Query section in Chapter 6.)If no contacts are presented, there are no matches. The user may want to try refining the Query on other information.Select the contact.Click the Orders View Tab.Click the New button on the Orders View Tab. A new order record is created for the selected contact record. Click the New button on the Line Items List Applet.A new line item is created for the order record. Click in the empty field in the “Item #” column.Click the button in the “Item #” column. The Pick Product pop-up appears on the screen. In the “Starting With” field, type the first few letters of the desired product. Click the Go button.The query results are displayed. Select the desired product.Click the OK button. This will fill in the fields for the new line item.Click the field in the “Qty Ordered” column.Type the number of items desired.When creating a line item for a Microfilm product, enter the roll quantity in the “Qty Ordered” field, the publication number in the “Publication #” field, and the full microfilm reproduction description in the “Description” field using the following format: <Publication>: <Roll #> <Quantity>, <Roll #> <Quantity>e.g. “T529: 2(6), 31(2)”When creating a line item for a Paper to Paper Reproduction, enter the Record Group and the Stack Location in the “Description” field using the following format: RG: <Record Group>SL: <Stack Location>If the line item needs to be assigned to a different business unit, follow these steps:Click in the “Site” column field.Click the button in the “Site” column.The Pick Site pop-up will appear on the screen.In the “Starting With” field, enter the first few letters of the desired site.Click the Go button.The query results are displayed. Select the site from the list. Click the OK button.The Pick Site pop-up will close and the selected site will populate the Site field for that line item.Repeat steps 9-18 to add additional line items as necessary.Scroll down to the Credit Card Form AppletClick the New button on the Credit Card list applet.Click the empty field in the “Card Holder Name” column.Click the button in the “Card Holder Name” column.The Select Credit Card pop-up appears on the screen.Use the Select Credit Card pop-up to select the appropriate credit card if it is available.Click the OK button. The Select Credit Card pop-up will close. If the appropriate credit card is not listed, follow these steps:Click the New button in the Select Credit Card pop-up.Click each field and type/select the appropriate information. The following fields are required: Card Holder NameCredit Card #Credit Card TypeExpiration MonthExpiration YearBilling PhoneBilling Address Line 1Billing CityBilling StateBilling Zip CodeBilling CountryClick the OK button. The Credit Card pop-up will close.The customer’s credit card may be changed at any time while the order is in administrative status. If the customer wishes to change the credit card to one that has not been input into the system, follow these steps:Click in the “Cardholder Name” field in the Credit Card details applet.Click the button in the “Card Holder Name” field. The Select Credit Card pop-up appears on the screen.Click the New button in the Select Credit Card pop-up.Enter the necessary credit card information for the customer and click the Save button.The new credit card will be listed along with any previously input credit cards associated with that customer. Select the credit card the customer wishes to have billed. Click the Pick button.Scroll up to the Orders List Applet.In the Orders List Applet, scroll to the “Status” column.Click in the “Status” column for this order.Update the status by selecting the appropriate status from the drop down.See Appendix B for the Order status definitions.For a minimum charge order – where the order total is less than $10 and the “Min Charge” column’s box is checked for one or more line items (indicating it is a minimum charge item) – changing the status to Received will automatically generate the following:All line items will be 100% discounted.The line item total will be zero ($0.00).A Minimum mail order charge line item will be added (Line Item Total=$10).Create Redo Orders – From Contacts TabThis functionality allows users to recreate an entire order, or one or more line items within an order, while maintaining all other information (e.g., contacts, shipping, and billing) for that order. In addition, the Redo Order is linked to the original order through the “Parent Order Number” column in the Orders List Applet. All line items on the new order will be 100% discounted.Click the Contacts Screen Tab.Query for the contact associated with the order that needs to be recreated.Select the contact.Click on the Orders View Tab.Select the order that needs to be recreated.Click the Redo Order button.A new order record is created. Scroll to the “Redo Reason” column. Select the reason why the order needs to be recreated from the drop down in the “Redo Reason” column for the selected order. If the reason is not presented, type the reason.Scroll down to the Line Items List Applet.For all items that do not need to be recreated, click in the “Mark Delete” column.If the order contains items that do not need to be recreated, click in the “Mark Delete” column. If the items are not deleted from the order by clicking in the “Mark Delete” column, right click on your mouse the row with the item to be removed and select delete. If this does not delete the item please check that the status of the order is in “Administrative” status. Click the field in the “Qty Ordered” column.Update the number of items as necessary.Scroll down to the Shipping/Billing Form Applet.Update any information as needed.In the Orders View Tab List Applet, click in the “Status” column for the order that has been recreated.Update the status from Administrative to Received.See Appendix B for the Order Status definitions.Work with Orders in “Administrative” Status – From Contacts ScreenOrders in Administrative status can be updated. Orders are placed in the Administrative status for one of the following reasons: Order was manually created.Business unit users need to create updates to the line item details because a customer altered a final quote.Click the Contacts Screen Tab.Run a Query for the contact. (See Perform a Query section in Chapter 6.)Select the contact in the Contacts List View.Click the Orders View Tab.Select the order in the Orders View Tab List Applet.Scroll down to the Line Items List Applet.In the Line Items List Applet, verify the line item details for the order and update as necessary by clicking on the field and typing/selecting the appropriate information. For example, update the “Description” column with the appropriate Record Group and Stack Locations.If the order contains items that do not need to be recreated, click in the “Mark Delete” column. If the items are not deleted from the order by clicking in the “Mark Delete” column, right click on your mouse the row with the item to be removed and select delete. If this does not delete the item please check that the status of the order is in “Administrative” status. Scroll down to the Shipping/ Billing Form Applet.Verify the billing and shipping information and update as necessary by clicking on the fields and typing/selecting the appropriate information.Scroll up the Orders View Tab List Applet.Update the status to Received from the drop down. See Appendix B for the Order Status definitions. Upload Scanned Attachment – From Contacts ScreenThis process is used to attach altered final quotes to an order.Click the Contacts Screen Tab.Run a Query on the contact associated with the order. (See Perform a Query section in Chapter 6.)If no contacts are presented, there are no matches. Refine the query by q Query on other information. Select the contact in the Contacts List View.Click the Orders View Tab.Select the order in the Orders View Tab List Applet. Drill-down on the selected Order #. This will automatically re-route you to the Line Item Detail view of the Orders. Click the Altered Quotes View TabClick the New button.A new attachment record is created.Click the empty field in the “Attachment Name” column.Click the button shown in the “Attachment Name” column. The Add Attachment pop-up appears on the screen.In the Add Attachment pop-up, click the Browse button.This opens a directory of files. Click the file to upload as an attachment.Click the Open button. The Add Attachment pop-up is closed, the file is attached, and the user is returned to the Altered Quotes View Tab. Create Orders – Alternate MethodOrders can be created from the Orders Screen Tab. Click the Orders Screen Tab.Click the New button in the Orders List Applet.Scroll to the “Last Name” column.Click in the empty field in the “Last Name” column. Click the button shown in the “Last Name” column.The Pick Contact pop-up appears on the screen.From the Find drop down, select the information type for the search. In the “Starting With” field, enter the first few letters of the information.Click the Go Button.Select the contact.Click the Pick button. The Pick Contact pop-up will close.If the contact is not listed, create a new contact by following these steps:In the Pick Contact pop-up, click the New button. Click each field and type/select the appropriate information. The following fields are required.Last NameFirst NameClick the OK button.Click the Line Item Details View Tab.Click the New button on the Line Item Details View Tab.Click the empty field in the “Item #” column.Click the button shown in the “Item #” column.The Pick Product pop-up appears on the screen.In the “Starting With” field, type the first few letters of the desired product.Click the Go button.The search results are displayed in the Pick Product pop-up.Select the product. Click the OK button. The Pick Product pop-up will close and the selected product will be added to the line item.Click in the field in the “Qty Ordered” column.Type the number of items desired.When creating a line item for a Microfilm product, enter the roll quantity in the “Qty Ordered” field, the publication number in the “Publication #” field, and the full microfilm reproduction description in the “Description” field using the following format: <Publication>: < Roll #> <Quantity>, <Roll #> <Quantity> e.g. “T529: 2(6), 31(2)”When creating a line item for a Paper to Paper Reproduction, enter the Record Group and the Stack Location in the “Description” field using the following format: RG: <Record Group>SL: <Stack Location>If the line item needs to be assigned to a different business unit, follow these steps:Click in the “Site” column’s field.Click the button shown in “Site” column.The Pick Site pop-up will appear on the screen.In the “Starting With” field, enter the first few letters of the desired site.Click the Go button.The search results are displayed on the screen.Select the site from the list. Click the OK button.The Pick Site pop-up will close and the selected site will populate the “Site” field.Click the Billing/Shipping View Tab.Update fields as needed by clicking on each and typing/selecting the appropriate information.Paying by Credit Card Complete the following steps:Click the Credit Cards View Tab.Click the New button on the Credit Cards View Tab.A new credit card record is created.Click the empty field in the “Card Holder Name” column.Click the button shown in the “Card Holder Name” column.The Select Credit Card pop-up appears on the screen.Use the Select Credit Card pop-up to select the appropriate credit card if it is available.Click the OK button. The Select Credit Card pop-up closes. If the appropriate credit card is not listed, follow these steps:Click the New button.Click each field and type/select the appropriate information. The following fields are required: Card Holder NameCredit Card #Credit Card TypeExpiration MonthExpiration YearBilling PhoneBilling Address Line 1Billing CityBilling StateBilling Zip CodeBilling CountryClick the OK button. The Credit Card pop-up closes.In the Order Form Applet, click the status field and update the Status to Received from the drop down.See Appendix B for the Order Status definitions.Audit View TabThe Audit View Tab keeps track of all the status changes made for an order record. This view can be used to provide users with a history of the record, including when statuses where changed and by whom. Click the Orders Screen Tab.Run a query for the order. (See Perform a Query section in Chapter 6.)Select the order record.Click the Audit View Tab.The Audit View Tab for the selected order record is displayed. The view displays the following columns:Field – denotes the field in the application for which audit history is being tracked. In the screen shot below, it is the “Status” field.Old Value – displays the old value for the field being tracked.New Value – displays the new value for the field being tracked.Date – displays the date the change was made.Changed By – displays the SOFA User ID of the user who made the change.Operation – denotes the kind of change made by the user e.g., “Modify” which means a record status has been modified.Service TicketsThis chapter describes the process for accessing and updating Service Tickets, as well as printing research tickets and packing slips. The process steps for partial fulfillment, the functionality within SOFA that allows the user to fulfill and ship a portion of a line item, are also described.Access Service TicketsService tickets can be accessed by performing the following steps on the Service Tickets Screen Tab.Run a Query on information relevant to the service ticket. (See Perform a Query section in Chapter 6.)Select the service ticket from Service Ticket List Applet. Use the view tabs on the Service Tickets Screen Tab to examine information regarding the selected service ticket.Update Service Ticket Billing and Shipping InformationThe Billing and Shipping information for a service ticket can be updated by performing the following steps on the Service Tickets Screen Tab.Select the service ticket to be updated by clicking on it in the Service Ticket List Applet.Select the Billing/Shipping View Tab to examine the billing and shipping information for the service ticket.Update the desired information by using the Billing/Shipping View Tab form applet.Update Service Ticket Status and Print Research Ticket Follow these steps to print the research ticket and update the service ticket status. From the Service Ticket Screen Tab, select the service ticket to be printed by clicking on the record in the Service Ticket List Applet.It is possible to select multiple Research Tickets for printing. Hold down the “Ctrl” key on the keyboard while clicking on the desired records with the mouse.Click the Print Research Ticket button In the Marked as Printed pop-up, click the OK button to print and mark as printed; click the Cancel button to print but not mark as printed. If the user selected OK, indicating that the Service Ticket should be marked as printed, the user should click the OK button in the Records are Marked pop-up.The Research Ticket prints. The Research Ticket will print regardless of whether the record was marked as printed.Click the Service Ticket # hyperlink in the Service Ticket # column of the List Applet.Update the status from Servicing to Production.See Appendix C for the Service Ticket Status definitions.Fulfill Service Ticket and Print Packing Slips The Service Tickets Screen Tab allows the user to fulfill service tickets and print packing slips for both Form 80s and Form 72 orders. Form 80s The following section details how to fulfill service tickets and print packing slips for Form 80s orders.From the Service Tickets Screen Tab, select the Service Ticket to be updated by clicking on it in the Service Ticket List Applet.Do not click in the “Service Ticket” column while selecting this order; the service ticket number is a hyperlink that will take the user to the Order Details View Tab.Update the page count using the Form Applet.Update the status from Production to Ready for Shipment or Pick Up.See Appendix C for the Service Ticket Status definitions.Click the Print Packing Slip button to print the packing slip for the service ticket. Form 72 The following section details how to fulfill service tickets and print packing slips for Form 72 orders.From the Service Tickets Screen Tab, select the service ticket to be updated by clicking on it in the Service Ticket List Applet.Select the Order Details View Tab to update service ticket details.Update the “Fulfilled Qty” (Quantity Fulfilled) column in the Order Details View Tab list applet.If the “Qty Fulfilled” completely fulfills the line item, press CANCEL to the first pop-up and OK to the second the pop-up. Continue to Step 4 of this section. If the “Qty Fulfilled” does not fulfill the line item, skip ahead to Step 4 of the next section (Form 72 – Partial Fulfillment) for information on how to create partial shipment records.Update the status from Production to Ready for Shipment or Pick Up.See Appendix C for the Service Ticket Status definitions.Click the Print Packing Slip button to obtain the packing slip for the service ticket. Form 72 – Partial FulfillmentThis section provides the process steps for partial fulfillment, the functionality within SOFA that allows the user to fulfill and ship a portion of a line item.From the Service Tickets Screen Tab, select the service ticket to be updated by clicking on it in the Service Ticket List Applet.Select the Order Details View Tab to see the Packing Slips details.Update the “Qty Fulfilled” column in the list applet.If the “Qty Fulfilled” does not fulfill the line item, press OK to the first pop-up, and then OK to the second pop-up that is presented. Click the field in the “Status” column in the Order Details View Tab list applet.Update the status from Production to Ready for Shipment or Pick Up.See Appendix C for the Service Ticket Status definitions.A second line item appears for fulfillment of the next portion of this partial shipment.Click the Print Packing Slip button to obtain the packing slip for the completed line item. The packing slip prints. Repeat steps 3 through 6 for other partial line shipments.Overage ProcessThe overage process occurs when the amount in the “Line Total” column exceeds the amount in the “Fulfilled Line Total” column. The following details the overage process.From the Service Tickets Screen Tab, select a service ticket for a Form 72 order in Servicing or Production status.Select the Order Details View Tab.Update the Quantity Fulfilled (“Qty Fulfilled” column) for a line item.Take the following actions depending upon how much of an overage occurred.Amount over quoted price (overage amount)Procedure to follow$25.00 or less Order can be fulfilled with no additional steps to follow.$25.01 to $100.00Obtain approval from the customer to charge them for the overage amount.In the Service Ticket Form Applet, select the Overage checkbox.Provide reason for overage, as well as the time and date of customer approval for the overage, in the Overage Reason field.$100.01 or moreCreate a new quote for the order. (See the Create Quotes – Standard Method or Create Quotes – Alternative Method sections in Chapter 8.)Contact the customer to discuss the new charge.Batch Update of Service Ticket Status The status for several service tickets can be updated simultaneously using a barcode scanner. The following steps will detail how to update service tickets’ statuses using a barcode scanner.Click the Site Map button.Click the Barcode Update link. The Barcode Update Screen Tab appears on the screen.Scan the barcode on the research ticket. The fields in the “Service Ticket #” and “Current Status” columns will be populated for the scanned Research Ticket. Repeat steps 3 and 4 for all service tickets to be updated. Select the new status from the Status Code drop down and click the Production button. Click the OK button on the pop-up. The status of all the scanned service tickets is updated to the status selected.Changing the Site for a Service TicketThe Site (NARA Business Unit) associated with service tickets and individual line items within a service ticket can be updated within SOFA.If the line item needs to be assigned to a different business unit, follow these steps:From the Service Tickets Screen Tab, select a service ticket that is either in Production or in Servicing.Click the Change Site button in the Service Tickets List Applet.The Organizations pop-up appears on the screen.Click the button in the “Site” column. 10The Pick Product pop-up will appear on the screenIn the “Starting With” field, enter the first few letters of the desired Organization.Click the Go button.Select the Site from the list. Click the OK button.Click the Change Site Button. The Confirmation pop-up will be displayed Click OK.Click the OK button.The new site will appear in the “Site” field of the Service Ticket Form AppletAudit View TabThe Audit View Tab keeps track of all the status changes made for a service ticket record. This view can be used to provide users with a history of the record, including when statuses where changed and by whom. Click the Service Tickets Screen Tab.Run a query for the service ticket. (See Perform a Query section in Chapter 6.)Select the service ticket record.Click the Audit View Tab.The Audit View Tab for the selected service ticket record is displayed. The view displays the following columns:Field – denotes the field in the application for which audit history is being tracked. In the screen shot below, it is the “Status” field.Old Value – displays the old value for the field being tracked.New Value – displays the new value for the field being tracked.Date – displays the date the change was made.Changed By – displays the SOFA User ID of the user who made the change.Operation – denotes the kind of change made by the user e.g., “Modify” which means a record status has been modified.AppendicesAppendix A – QuotesAppendix B – OrdersAppendix C – Service TicketsAppendix A – QuotesStatus NameDefinitionBusiness Logic / TriggersNext Possible Status(es)In ProgressThis is the default status when a new quote is created. This status also indicates that the user is still working on the quote.Quote cannot be moved to the next status without all the required data elements filled.DraftFinalDraftThe business unit has sent a draft version of the quote to the customer but a final quote has not been printed and submitted to the customer for payment.Quote cannot be moved to the next status without all the required data elements filled.FinalFinalThe user has printed the finalized quote with instructions and sent it to the customer. The customer will submit payment for this finalized quote. When users mark a quote Final, SOFA will send the quote record to Great Plains. Order PlacedOrder PlacedThe quote has been paid by the customer and has been transitioned into an Order.Payment has been received from the customer and applied to the quote.-Appendix B – OrdersStatus NameDefinitionBusiness Logic / TriggersNext Possible Status (es)AdministrativeThis is the default status when a new order is created in SOFA. This will also be the Order status for all orders that have been flagged for manual intervention in the order data received from Great Plains. Only orders where the payment method is Credit Card or Purchase Order/BPA can be initiated in SOFA.Moving status from Administrative to Received will trigger the creation of Service ticket(s).Only the Business unit assigned to the order can make any changes to the order.CancelledReceivedReceivedThis is the default status for all orders that are automatically created by the system either by the WoeNet data received or by the Great Plains data received and not flagged for manual intervention. An order in this status would automatically trigger creation of the Service Ticket(s).ServicingNegative SearchShippedCancelledServicingThe order has been assigned to a business unit for fulfillment (via service ticket(s)). Orders will remain in this status while the associated Service Tickets are in the statuses Servicing, Production, and Ready for Shipment.-ShippedNegative SearchCancelledDiscardedShippedThe order has been fulfilled and mailed to the customer.Negative SearchThe ordered items could not be found and/or are not in NARA's possession.The system shall limit users to update only one record at a time with this status.-CancelledThe order and all associated service tickets have been cancelled for one of the following reasons: a) NARA research error, b) reproduction error, or c) copies never arrived/shipping problem.The system shall limit users to update only one record at a time to this status.DiscardedThe documents copied for a Bill Me order were never paid for and therefore the copies were discarded.The system shall limit users to update only one record at a time with this status.Appendix C – Service TicketsStatus NameDefinitionBusiness Logic / TriggersNext Possible Status(es)ServicingThe order has been assigned to a business unit for fulfillment (via service ticket(s)). This is the default status for Service Tickets.-ProductionReady for ShipmentPick UpNegative SearchCancelledProductionThe business unit is fulfilling the service ticket(s) (i.e. making copies, gathering merchandise, etc.).-Ready for ShipmentPick UpShippedReady for ShipmentThe completed service ticket has been sent to the mailroom.-ShippedDiscardedPick UpThe customer has requested that the record reproductions be held, so they can pick up the order.-ShippedDiscardedShippedThe Service Ticket has been fulfilled and mailed to the customer. --Negative SearchThe ordered items could not be found or are not in NARA’s possession.--CancelledThe service ticket has been cancelled for one of the following reasons: a) NARA research error, b) reproduction error, or c) copies never arrived/shipping problem.--DiscardedThe documents copied for a Bill Me order were never paid and therefore the copies were discarded. --SOFA Quick TipMoving, Hiding, and Displaying ColumnsMoving ColumnsThe order that columns are displayed can be changed.Select the column to be moved by left-clicking and holding the column title.21971003048002197100304800Drag the column to the desired location.The red line shows where the user will be moving the column.35687002413003568700241300Release the mouse button to place the column in the new location. 31115003556003111500355600Hiding and Displaying ColumnsThe Columns Displayed pop-up allows users to see what columns are visible or hidden on the screen. Users can also change which columns are visible or hidden through this pop-up. Click the Menu button.Select the Columns Displayed… menu option. The Columns Displayed pop-up will appear. Columns that appear in the “Selected Columns” list are visible in the associated list applet. As shown above, all of the columns for the Contact Screen Tab list applet are displayed.Columns that appear in the “Available Columns” list are not visible in the associated list applet. The following procedure explains how to hide columns in the associated list applet:Select the column from the “Selected Columns” list.28829001524002882900152400Multiple columns can be selected. Hold down the “Ctrl” key on the keyboard while left clicking on the desired columns with the mouse.Click the Hide button ( ) located between the “Available Columns” and “Selected Columns” list.The selected columns will move from the “Selected Columns” list to the “Available Columns” list.17399001524001739900152400443230019939004432300199390026543009271002654300927100Click the Save button ( ) in the lower right corner of the pop-up for changes to take effect.All “Selected Columns” are displayed in the list applet for this SOFA session and subsequent SOFA sessions.The following procedure explains how to display columns in the associated list applet that are currently hidden. Select the column name in the “Available Columns” list that should be displayed in the list applet. 17399001143001739900114300Multiple columns can be selected. Simply hold down the “Ctrl” key on the keyboard while clicking on the desired columns’ names with the mouse.Click the Show button ( ) located between the “Available Columns” and “Selected Columns” list.The selected columns will move from the “Available Columns” list to the “Selected Columns” list.44831002108200448310021082002997200215900299720021590027686007366002768600736600Click the Save button ( ) in the lower right corner of the pop-up for the changes to take effect. All “Selected Columns” are displayed in the list applet for this SOFA session and subsequent SOFA sessions.To return columns to their original layout, conduct the following steps: Click Reset Defaults button ( ) in the lower right corner of the pop-up.Click the Save button ( ) in the lower right corner of the pop-up for the changes to take effect.3340100208280033401002082800SOFA Quick TipsPerforming a QueryQueries allow users to search for specific records. For example a Query can be used to search for a specific product, contact, location, and/or shipment method.Click the Query button. Enter the relevant information for the query (e.g., a customer’s first and/or last name in the “First Name” and/or “Last Name” column, an order number in the “Order #” column, or the service ticket number in the “Service Ticket #” column). The following example shows a Query for a Contact where the first name of the customer is known.Queries can be created using more than one column. For example, a Query can be created using the customer’s first and last name. Increasing the number of fields used to Query will help refine the search. Click the Go button or press the Enter key to run the Query based upon the information supplied.The records that meet the Query criteria are displayed. Save QueriesQueries can be saved for future use.After performing a Query, click the Menu button.Click the Save Query As menu option.The Save Query As pop-up will appear.Type a name for the query in the “Query Name” field.Click the OK button in the lower right hand corner of the pop-up.The saved Query is available in the Queries drop down menu in the application toolbar. A Saved Query can be run by selecting it from the Queries drop down menu.To view all the records under Contacts, ensure the Queries drop down menu is set to the “All Contacts” option. Refine QueriesSaved queries can be refined using the following steps: From the Queries drop down menu, select the Query to refine.Click Edit on the Application Menu. Highlight the Query menu option. Select the Refine option.83820020320083820020320083820086360083820086360016383002921001638300292100The Query values will appear in the list.Edit the Query by entering or removing terms from the appropriate column(s). When completed, click Edit on the Application Menu. Highlight the Query menu option. Select the Save menu option. This will save the refined Query under Original Query Name.8382001778008382001778003810000254000381000025400083820093980083820093980017526004826001752600482600 By using the Save As option, the refined Query can be saved under a new name. This will not alter the original Query.2451735104393922098001028700220980010287001219200114300012192001143000Queries in SOFA are case-sensitive. To query for both upper and lowercase, type “~LIKE <space>” before the Query information. If you have further questions please reference the SOFA User Manual: Quick TipsCustomizing the Home Screen TabThe Home Screen Tab layout can be customized. Customizing the layout will ensure that the preferred setup is present the next time the user logs into SOFA.Click the Edit Layout button.The Edit Layout screen will appear. From the Edit Layout screen, use the section control buttons to customize the Home Screen Tab layout. The Expand and Collapse buttons define whether a section’s records are displayed on the Home Screen Tab as a default.Click the Expand button next to a section to display records.Click the Collapse button next to a section to hide records.The user can change all of the sections to be expanded or collapsed by selecting the Expand All or Collapse All options from the Edit Layout Menu drop down. The Show and Hide buttons define whether a section is displayed on the Home Screen Tab.Click the Show button next to a section to ensure the section is visible on the Home Screen Tab.Click the Hide button next to a section to ensure the section is not displayed on the Home Screen Tab.The user can toggle all of the sections to be shown or hidden by selecting the Hide All Applets or Show All Applets options from the Edit Layout Menu drop down.The Move Up and Move Down buttons define the order in which sections will appear on the Home Screen Tab.Click the Move Up button next to a section to move the section higher in position on the Home Screen Tab.Click the Move Down button next to a section to move the section lower in position on the Home Screen Tab. Click the Done button to save the customizations. Click the Default Layout button to return all sections to their original layout. SOFA Quick TipThe SOFA Home Screen Tab After logging into SOFA, the Home Screen Tab appears and can present valuable information about the status of your Service Tickets. In addition to identifying the current user and date, this tab reveals:The number of Service Tickets that have been in the Servicing status for 7 or more days The number of Service Tickets that have been in the Production status for 10 or more daysHome Screen Tab3225800571500322580057150083820091440083820091440040894009271004089400927100392430050800The “Servicing” details and table correspond to the same information.392430050800On the Home Screen Tab above, the user has eight Service Tickets that have been in Servicing for 7 more days. This is observed in the script, “You have 8 service ticket(s) in status 'Servicing’.” The corresponding table titled “My Unit’s Service Tickets (Status= Servicing & Days In Status >= 7),” shows five of the eight Service Ticket numbers, which are also hyperlinks. Please note: Although there are eight Service Tickets in Servicing for 7 or more days, only five can be displayed at one time.For the Production status, there is only one outstanding Service Ticket that has been in the Production status for 10 or more days. The corresponding table titled “My Unit’s Service Tickets (Status = Production & Days In Status >= 10),” displays the Service Ticket #.Service Tickets Screen Tab3810002540038100025400323850063500323850063500All Service Tickets, for all statuses, can be viewed by accessing the Service Tickets screen tab shown above. The Service Tickets screen tab will default to this setting and is displayed in the Queries field above. Other pre-set queries in the Queries field allow you to view Service Tickets in different statuses for the past 7 days and include: All Servicing for Past 7 DaysAll Production for Past 7 DaysAll Ready for Shipment for Past 7 Days SOFA Quick TipKeyboard Shortcuts Keyboard shortcuts are keyboard commands that can save time and are simple to execute. This list of SOFA keyboard shortcuts can be printed and kept by your computer as a quick reference. ActivityShortcutActivityShortcutNew RecordCTRL + NGo to Site MapCTRL + SHIFT + AEdit RecordCTRL + EGo to Next Record (in list)CTRL + down arrowSave RecordCTRL + SGo to Next Record Set (in list)ALT + down arrowDelete RecordCTRL + DGo to Previous Record (in list)CTRL + up arrowCopy RecordCTRL + BGo to Previous Record Set (in list)ALT + up arrowSelect AllCTRL + AGo to Last RecordALT + LUndo RecordCTRL + UorESCGo to First RecordALT + FNew QueryALT + QOpen Search CenterCTRL + FExecute QueryENTERPrint ReportsCTRL + SHIFT + RRefine QueryALT + RGo to History ButtonCTRL + SHIFT + HSave Query AsALT + SOpen List View/ Sub Tab MenuCTRL + SHIFT + M ................
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