You should have access to LiveHelpNow (see icon below).
If you do not have a login, please see a supervisor or group lead.
When you open LiveHelpNow click on the Tickets tab
From the tickets tab, click on the hyper link for Filter
From the filter page, select the Category dropdown menu
Select DLE Orders (Formstack orders)
Scroll to the oldest tickets as indicated in the Date Created column.
Look for tickets with a Status Code of Open and that are not assigned to another agent.
Example of an open ticket has yet to be assigned.
Example of a ticket that has been assigned to another agent.
Double click anywhere on ticket to open it.
Immediately after opening ticket, YOU MUST CLICK ACCEPT!
Click view original.
Use billing account number (11848825) for all SNHU DLE orders.
All information needed to key the order is located on the Order Details page (displayed after clicking View Original).
Student ID number AND po number must be keyed in purchase order field. Be sure to include a space after the student ID number.
Reassign the ticket to Distance Learning for ALL International DL orders.
Expedited orders shipping on the EAST COAST can ship GRD. Please process them ASAP!
For Expedited orders NOT shipping within 1-2 business days as shown on the FedEx Ground Transit SOP (Click here – fedex Ground transittimes by Zone ), please reassign the ticket to Distance Learning.
From the Order Entry Tab:
Click the Override button
Key the shipping address from the ticket
Order source is DLE
Only ONE kit should be keyed
Only key the Course/ kit number requested
DO NOT calculate freight (make sure the freight flag is unchecked)
Item defaults to GRD Mod Trn
Click End Order and submit order just like any other order in JDE.
From the Manage Existing Order Screen, add student’s phone number:
Highlight line and right click
Select Order and then Order Contact Info
Under Ship to Information, click Edit
Add phone number in the contact number field and click
PLEASE DO NOT FORGET TO ATTACH THE FORMSTACK TO THE ORDER
