Order Error Notification

The WebReg module allows clients to register for courses in an easy and efficient manner. However, like any purchase made via the internet, there is the possibility that something could go wrong.  A computer crash, internet outage, and browser freeze are just a few of the events that could occur preventing the successful completion of an order.  When such an event happens during the placement of an order using the WebReg module, it is possible that certain steps of the insert order process were completed while others did not. The problem for users is how to know when this happens, what client did it happen to, and what can the user do to complete the order.

With the Order Error Notification feature, a user can be notified when an error occurs during the insert order process.  The Order Error Notification feature will automatically submit a ticket in the Support Center under the user's account with the details needed to locate and rectify the order. 

Here are the steps to set up and use the Order Error Notification feature:

• Select one user from the organization who will be the recipient of the email notification when the error notification ticket is automatically created in the Support Center.  This user must also have an active account in the Xenegrade Support Center.
• Go to Admin/Security > Settings >  Branch Profile.  Edit the profile and go to the Preferences panel.  Locate the [Support Center Email Address] field.  Enter the email address of the user identified in the previous step.  This email MUST MATCH the email used in the support center account. In a multi-Branch WebReg installation, make this setting change at the "Z" branch only.  This field is not used from the other shared branches.
  
• Save the profile changes.  This completes the setup process. 
• When an error occurs during the WebReg module insert order process, the WebReg module will automatically submit a ticket into the support center under this account.  The ticket submission in turn sends an email to the user about the ticket submission.  The subject of the ticket and the email will appear like "WebReg Order Error {ts '2022-01-07 17:15:13'}" followed by the organization name.  The value inside the brackets is the time stamp the error occurred. This error notification process only occurs after a client has submitted an order via the WebReg module and the insert order process has started.
• The user would then log into their support center account to review the ticket contents. Included in the email will be the Branch Name and Cart ID Number. In a multi-Branch site, this could include more than one branch if the client was making a purchase across multiple branches.
• The user can take that Cart ID Number and go to InSight > Financial > Cart Items report and enter the Cart ID Number into the Cart ID search field.  To obtain just one cart result, the user should enter the Cart ID Number in the start and end range.  When the user runs the report, the contents of the cart displays with the client name.  This information is enough to help complete the order process and create any records not completed during the order process. From a customer service point of view, the user may also want to contact the client to confirm any details about the order.