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Distance Learning Kit, DLE accounts you do NOT add freight

  • 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 
  • Scroll to the bottom of page to view 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 the Billing account and Shipping account number listed in the ticket.
  • All information needed to key the order is located on the Order Details page (displayed after clicking View Original).
  • Enter the Student ID in the purchase order field.
  • Reassign the ticket to Distance learning for ALL International DL orders.
  • From the Order Entry Tab:
    • Click the Override button
    • Key the address from LH ticket 
    • Order source is DLE, XX, 000
    • Key the item/kit number, with a quantity of 1
    • DO NOT add freight
    • The Mod Trn defaults to GRD
  • Click End Order and then Submit and Close just like any other order in JDE.
  • From the Manage Existing Order Screen, add student’s phone number:
  • Highlight line and right click
  • Under Row, 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

How to attach the Formstack to the order

While you have the Formstack opened, right click, and select print.

gadle15

When the print box opens, select the print to PDF that looks similar to below:

gadle16

 Click on Print

  • Download the document.
  • Change file name to student ID #
  • Open Header Attachment on Order in JDE
  • Click File
  • Open your downloads folder (from file explorer)
  • Look for most recent document(s)
  • Drag PDF copy(s) into “drop file here box.”
  • Click save.

Once you submit the order in JDE, you must close the ticket in LiveHelp:

  1. Click the Resolve button.
  2. In the Ticket Solution field enter the order number
  3. Uncheck the Notify Customer
  4. Click on the submit hyper link.

Click on a tag to add it to the ticket. Tag them as (DLE order).

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