Overview of Order Management

The Order Management System provides a structured approach to requesting and tracking parts, service, and capital equipment for your assets. This overview article walks you through the typical user experience—from identifying a need through vendor notification—and explains how the system fits into your broader asset management workflows.

Understanding the complete order lifecycle and how different roles interact with the system helps you leverage its automation capabilities while maintaining appropriate oversight and audit trails.

The Order Management Lifecycle

A typical order progresses through five key phases:

1. Need Identification - Asset requires parts, service, or new equipment
2. Order Creation - User creates order through web portal or mobile app
3. Vendor Resolution - System automatically determines appropriate vendor
4. Approval (Optional) - Designated approvers review and approve order
5. Vendor Notification - System sends formatted email to vendor contact

After vendor notification, fulfillment coordination happens outside the ARMOR platform. The system does not track shipping, delivery, or completion—its role is to streamline the request and notification process.

Phase 1: Need Identification

Orders begin when someone identifies an asset need:

Common Scenarios

Who Can Identify Needs

Depending on your organization's structure:

• Equipment Operators - Notice performance issues or warning lights
• Maintenance Staff - Identify needs during inspections or repairs
• Facility Managers - Track preventive maintenance schedules
• IT Administrators - Monitor system alerts and capacity metrics
• Department Managers - Plan for growth or replacement cycles

Not all these users may have permission to create orders—they might report needs to designated requestors or admins.

Phase 2: Order Creation

Once a need is identified, an authorized user creates the order. The system supports two creation methods:

Web Portal Creation

Users access the Order Management section from the main navigation and:

1. Click Create New Order button
2. Select the target asset (search by name, serial number, or location)
3. Choose order type: Part, Service, or Capital
4. Enter order details:
   • Part Number (for parts orders)
   • Notes (problem description, specifications, urgency)
   • Attachments (photos of damage, error messages, specifications)
5. Preview vendor assignment (system shows which vendor will receive the order)
6. Submit order

The web portal provides full visibility into vendor selection logic and allows manual vendor override if needed.

Mobile App Creation

Field users can create orders directly from the mobile app:

1. Open asset detail page (scan QR code or search)
2. Tap Create Order button
3. Select order type
4. Capture photos of the issue
5. Add voice-to-text notes
6. Submit order

Mobile creation streamlines field reporting, allowing technicians to immediately document issues without returning to a desktop.

Order Naming

The system automatically generates unique order names using sequential counters:

• Part Orders: PART-001, PART-002, PART-003...
• Service Orders: SVC-001, SVC-002, SVC-003...
• Capital Orders: CAP-001, CAP-002, CAP-003...

Counters are account-specific and increment for each order type independently.

Phase 3: Vendor Resolution

After order creation, the system determines which vendor should receive the notification. This happens automatically through a multi-step process:

Step 1: Asset Tag Collection

The system retrieves all tags from the order's target asset:

• manufacturer:Dell
• model:PowerEdge R740
• location:DataCenter-1
• department:IT
• support-tier:premium

Step 2: Rule Matching

The system evaluates all active automation rules to find matches. Rules use two types of matching logic:

• Required Tags: Asset must have ALL specified tags
• Optional Tags: Asset must have AT LEAST ONE specified tag

The first rule that matches the asset's tags is selected.

Step 3: Priority-Based Vendor Selection

The matched rule may have multiple vendor assignments for the order type, ranked by priority (1 = highest). The system:

1. Finds all rule assignments matching the order type (part, service, or capital)
2. Sorts by priority (ascending)
3. Selects the first non-disabled vendor with an appropriate contact email

This priority system provides automatic fallback if the primary vendor is disabled or missing contact information.

Step 4: Contact Validation

The selected vendor must have the appropriate contact email configured:

• Part orders require Parts Contact Email
• Service orders require Service Contact Email
• Capital orders require Capital Contact Email

If the vendor lacks the required contact, the system moves to the next priority vendor.

Manual Override

Users can override automatic vendor selection during order creation:

• System shows the auto-selected vendor in the preview
• User can manually choose a different vendor from the dropdown
• Manual selection bypasses the automation rules for that specific order

This flexibility allows handling special cases like warranty requirements or preferred vendor relationships.

Phase 4: Approval (When Required)

Not all orders require approval. The system determines approval requirements based on:

Rule-Based Approval

When an automation rule is configured to require approval:

• Any order matching that rule automatically requires approval
• Rule specifies which users can approve (by user ID)
• Rule approval takes precedence over vendor approval

Example: Rule for "High-Value IT Equipment" (assets with value:high tag) requires IT Director approval.

Vendor-Based Approval

When a vendor is configured to require approval:

• Any order routed to that vendor requires approval
• Vendor specifies which users can approve
• Applies only if the rule doesn't already require approval

Example: Vendor "Premium Services Inc" requires approval from Operations Manager.

Combined Approval

If both rule and vendor require approval:

• Order requires approval (source: "Rule+Vendor")
• Approver lists are merged and deduplicated
• Any designated approver can approve the order

Approval Workflow

When approval is required:

1. Order status set to Pending
2. Designated approvers receive notification (in-app and email)
3. Approver reviews order details:
   • Asset information and history
   • Order type and estimated cost
   • Requester identity and justification
   • Selected vendor and contact
4. Approver takes action:
   • Approve: Order status changes to Approved, ready for notification
   • Reject: Order status changes to Rejected, will not be sent

After approval, an admin must manually trigger the notification send (this prevents automatic sending and allows final review).

No Approval Required

If neither the rule nor vendor requires approval:

• Order proceeds directly to vendor notification
• No manual intervention needed
• Fully automated from creation through vendor notification

Phase 5: Vendor Notification

Once approved (or if no approval was required), the system sends a formatted email notification to the vendor.

Email Content

The vendor notification email includes:

• Order Header: Order name, type, status, creation date
• Asset Information:
  • Asset name and location
  • Serial number
  • Manufacturer and model
  • Asset image (if available)
• Request Details:
  • Part number (for parts orders)
  • Problem description or service request
  • Notes from requester
  • Attached images or documents
• Requester Information:
  • Name of person who created the order
  • Contact email address
• Account Information:
  • Customer account name
  • Reseller (if applicable)

Notification Delivery

The system attempts email delivery and updates order status accordingly:

Failed notifications typically indicate:

• Invalid or outdated email address
• Vendor email server issues
• Temporary network connectivity problems

Admins can correct the issue (e.g., update vendor contact) and manually resend the notification.

After Notification

Once the vendor receives the email notification:

• Vendor Processes Request: Vendor reviews order and responds via email or phone
• Coordination Outside Platform: Quotes, scheduling, delivery, and completion happen via direct communication
• Manual Status Updates: Admins can update order status in the system for record-keeping (e.g., mark as Fulfilled)
• No Automatic Tracking: System does not track shipping, delivery dates, or completion milestones

The order remains in Sent status indefinitely unless manually updated.

User Experience Walkthrough: Typical Scenarios

Scenario 1: Simple Part Order (No Approval)

1. Technician notices server hard drive failure alert
2. Technician opens web portal, navigates to server asset
3. Technician clicks Create Order, selects Part type
4. Technician enters part number WD4003FZEX, adds note "RAID array degraded, high priority"
5. System automatically selects "Dell Parts Supplier" vendor based on manufacturer tag
6. Technician submits order
7. System generates order name "PART-127"
8. System determines no approval required (rule and vendor don't require it)
9. System immediately sends email to parts@dellsupplier.com
10. System updates order status to Sent
11. Vendor receives email, responds with quote and lead time
12. Coordination continues via email/phone outside platform

Total Time: ~2 minutes from need identification to vendor notification.

Scenario 2: Service Order with Approval

1. Facility Manager identifies HVAC system not cooling properly
2. Facility Manager creates service order via mobile app
3. Facility Manager captures photo of temperature display, adds voice note describing symptoms
4. System selects "HVAC Service Co" vendor based on location and equipment type tags
5. System determines approval required (vendor configured to require approval)
6. System sets order status to Pending
7. System notifies Facilities Director (designated approver)
8. Facilities Director reviews order in web portal
9. Facilities Director approves order
10. System updates status to Approved
11. Admin manually triggers notification send
12. System sends email to service@hvacserviceco.com
13. System updates status to Sent
14. Vendor calls facility manager to schedule service visit

Total Time: ~15 minutes (including approval wait time).

Scenario 3: Capital Order for New Equipment

1. IT Manager receives approval for datacenter expansion
2. IT Manager creates capital order for new server
3. IT Manager provides detailed specifications in notes field
4. IT Manager attaches quote request document
5. System selects "Enterprise Hardware Vendor" based on manufacturer preference
6. System determines rule-based approval required (all capital orders need CFO approval)
7. System sets order to Pending, notifies CFO
8. CFO reviews business justification and budget
9. CFO approves order
10. Admin triggers notification
11. System sends email to sales@enterprisehw.com
12. Vendor account manager contacts IT Manager to discuss configuration and pricing
13. Negotiation and procurement continue outside platform

Total Time: ~1 hour (including executive approval).

Dashboard and Reporting

The Order Management dashboard provides visibility into order activity:

Order List View

Displays all orders with filtering and sorting:

• Filter by Status: Pending, Approved, Sent, Failed, Rejected, Cancelled
• Filter by Type: Part, Service, Capital
• Filter by Date Range: Last 7 days, 30 days, 90 days, custom
• Filter by Asset: All orders for specific asset
• Filter by Vendor: All orders sent to specific vendor

Key Metrics

Dashboard shows summary statistics:

• Orders Created: Total count by order type
• Pending Approvals: Count requiring action
• Failed Notifications: Count requiring resend
• Orders by Status: Pie chart showing distribution
• Orders by Vendor: Bar chart showing volume per vendor
• Trend Analysis: Line chart showing order volume over time

Order Detail View

Clicking an order shows complete information:

• Full order details and notes
• Asset information with image
• Requester and approver details
• Vendor information and contact used
• Matched rule and assignment details
• Status history timeline
• Email notification status (sent date, failures, resends)

Integration with Asset Management

Order Management integrates tightly with the broader asset management platform:

Asset Detail Page

From any asset detail page:

• Create Order Button: Quick access to create order for that asset
• Order History Tab: View all past orders for the asset
• Maintenance Status Indicator: Shows if asset has active service orders with auto-maintenance enabled

Maintenance Mode Integration

Rule assignments can automatically set assets to maintenance mode:

• Service order created → Asset flagged as "In Maintenance"
• Asset excluded from availability reports
• Users notified when trying to assign tasks to asset in maintenance
• Admin manually clears maintenance flag after service complete

Asset Tag Management

Order routing depends on asset tags:

• Ensure assets have manufacturer and model tags for rule matching
• Add location tags for location-based vendor routing
• Use custom tags (department, support-tier, etc.) for advanced routing
• Standardize tag naming across organization for consistency

Best Practices for Effective Order Management

For Order Requestors

• Choose the Correct Order Type: Accurate classification ensures proper routing
• Provide Detailed Notes: Help vendors understand the request quickly
• Attach Supporting Documentation: Photos, error messages, specifications
• Verify Vendor Selection: Check that auto-selected vendor is appropriate
• Include Urgency Information: Note if expedited service is needed

For Approvers

• Review Promptly: Don't delay urgent orders
• Verify Asset Condition: Check asset history before approving major orders
• Validate Vendor Selection: Ensure appropriate vendor for the work
• Consider Budget Impact: Particularly for capital orders
• Document Approval Rationale: Add approval notes for audit trails

For Administrators

• Monitor Failed Notifications: Address email delivery issues promptly
• Review Vendor Resolution: Ensure automation rules route orders correctly
• Update Vendor Contacts: Keep email addresses current
• Audit Approval Settings: Periodically review which vendors/rules require approval
• Train Users: Ensure team understands order types and process

Common Questions

Can I edit an order after creation?

You can update order notes and status, but core fields (asset, order type) cannot be changed. If you need to make significant changes, cancel the existing order and create a new one.

How do I know if the vendor received the notification?

Order status shows "Sent" when email was successfully delivered to the vendor's mail server. This confirms delivery but doesn't guarantee the vendor has read or processed it. Contact the vendor directly if you don't receive a response within expected timeframes.

What happens if no vendor matches the asset?

The order is created but cannot be sent automatically. You'll need to manually select a vendor during order creation or configure appropriate automation rules for that asset type.

Can regular users see all orders or only their own?

Permissions are configurable. Typically, regular users see only their own orders, while admins see all orders for the account.

How long are order records retained?

Order records are retained indefinitely unless manually deleted by admins. This maintains complete audit trails for compliance and historical analysis.

Next Steps

Now that you understand the complete order lifecycle, explore these related articles:

• Order Permissions & Roles - Detailed explanation of who can create, approve, and manage orders
• Placing Orders From the Web Portal - Step-by-step instructions for web-based order creation
• How to Create a Vendor - Setting up vendors with appropriate contacts and approval settings
• What Are Order Automation Rules? - Understanding tag-based vendor routing

The Order Management System transforms ad-hoc vendor communications into a structured, auditable, automated process—ensuring the right requests reach the right vendors while maintaining appropriate oversight and complete historical records.