Working with Orders

Orders are requests for external services needed for building permit applications - things like Engineering assessments, Energy ratings, Development Application processing, and Property Pack reports.

Orders List

Navigate to Manage Orders in the sidebar to see all orders. The list shows:

Order Types

FTS Platform handles several order types:

Order Submenu

The Manage Orders menu expands to show filtered views:

• My Orders - Orders assigned to you
• Pending Orders - Not yet sent to vendor
• Orders in progress - Sent, awaiting response
• Complete Orders - Received or processed
• All Orders - Unfiltered list

Placing an Order

From a Project

1. Open the project
2. Go to the ORDERS tab
3. Click Add Order
4. Select the order type and vendor
5. Fill in required details
6. Click Save

From the Orders List

1. Go to Manage Orders → All Orders
2. Click Add Project Order (top right)
3. Select the project (search by address or job number)
4. Select order type and vendor
5. Complete the form
6. Click Save

Order Statuses

Delivery Performance

Once an order is received (completed), the system calculates delivery performance:

The calculation compares the actual completion days against the expected days from the SLA. This metric is visible in both the Admin Portal orders list and the Customer Portal orders tab.

Order Rejection & Resubmission

When a vendor rejects an order or puts it on hold:

1. The order status changes to Rejected or On Hold
2. A rejection reason and notes are recorded
3. The customer can view the rejection reason in the Customer Portal or Ordering Portal
4. To resubmit:
   • Upload corrected or additional documents
   • Add notes explaining the corrections
   • Click Resubmit
5. The order status changes to Resubmitted
6. A new expected date is calculated based on the resubmission date
7. The order re-enters the processing queue

Order Fields

When creating or editing an order:

Tracking SLA

The orders list calculates SLA metrics automatically:

• SLA column - Days since order was placed
• Expected column - Standard turnaround time for this order type
• Actual column - Actual days to completion (once received)
• SLA Diff column - Variance from expected (negative = late)

Use filters to find orders approaching or exceeding their SLA.

Vendor Integration

Orders can be sent to vendors automatically when configured. The system:

1. Packages the order details and attachments
2. Sends to the vendor's system/email
3. Tracks delivery confirmation
4. Receives and attaches responses

Filtering Orders

Click Filters to filter by:

• Order status
• Vendor
• Service type
• Date range
• SLA status (on-time, late)

Click Export to download filtered results as CSV.

From the Project Orders Tab

The project's ORDERS tab shows only orders for that specific project. You can:

• View order history
• See delivery status
• Download received documents
• Create new orders

Core Milestone Orders

Some orders are designated as Core Milestone orders, tracking key project milestones. In the Customer Portal, these appear in a dedicated "Core Milestone" tab separate from regular orders. In the Admin Portal, core milestone flags are set via the service or user group service configuration.

Tips

• Check SLA before ordering - Know expected turnaround times
• Include all attachments - Missing documents delay responses
• Monitor the SLA column - Follow up on orders exceeding expected days
• Use vendor notes - Provide context to help vendors complete faster

Next Steps

• Managing Documents - Handle order responses
• Checklists & RFIs - Track what orders satisfy