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Matrix42 Self-Service Help Center

Orders and Bookings

Overview

Services that are ordered through the Matrix42 Self Service Portal are created in the Matrix42 Service Catalog as orders. An order contains one or more service bookings. Each booking corresponds to an order item (a service). Bookings, just like orders, are processed based on the process shown in the Order/Booking Progress diagram in the Order/Booking Preview explained in detail in the sections that follow.

Orders

The Order Preview accessible from Service Catalog > Orders allows you to view the detailed information pertaining to the order: order progress diagram, contained services, delivery information, and other details. 

Order Progress 

The Order Progress diagram shows the current state of the order in the order process.  If a magnifying glass is shown, you can click it to view the corresponding process step in detail, as shown in the screenshot below. Learn more about Order Lifecycle in Matrix42.

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Details

The Details section of the Order Preview allows you to view the following data:

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  • Requester: Person who ordered the service.
  • Recipient: Person to whom the service should be delivered.
  • Submitted: Date and time of the order submission.
  • Type: Type of the ordered service (InstallationRepairUninstallation, or Rebooking).
  • Status: Current status of the ordered service.
  • Cost Center: Cost center to which the service is booked.
  • Approvals: Approval(s) that are required for this order. Approvals are created by the system. Click a service approval to open it and decide upon (approve) the order or forward a pending approval to a role and/or person of your choice. You can also delete the approval from here. 
  • Bookings: Service bookings contained in the order.
  • Comments: Comments from the order.

Contained Services 

Services contained in the order are listed here with all the details, as well as the total one-time and recurring costs. If you ordered a set, bundle, or group of services, all included service elements will be shown here. 

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Delivery Information

The Delivery Information section shows the name of the delivery recipient, delivery location and country. 

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Actions

In the action pane of the Order Preview, you can access actions that are available for orders:

  • Finish Approval: Finish all pending approvals of this order manually.
  • Finish Provisioning: If automatic provisioning of a service via the workflow fails, order status can later be set to Provisioned.
  • Cancel: If an order is canceled, all open tasks and changes are closed with the reason Retired. All related service bookings, approvals, workflow instances and the actual order get the Canceled status. Such order will not be processed further.
  • Delete: Delete the order and all the related items, such as order requests, approvals, and additional required services. 
  • Export: Export the order data into an .xml file. 
  • History: View the history of all the order related transactions. You can filter the transactions by date, attribute, user and/or transaction type. 

Bookings 

The Booking Preview accessible from Service Catalog > Bookings allows you to view the detailed information pertaining to the booking: booking progress diagram, summary, related objects, costs, delivery information, and other details. 

Booking Progress  

The Booking Progress diagram shows the current state (highlighted) of the booking in the booking process. If a magnifying glass is shown, you can click it to view the corresponding process step in detail, as shown in the screenshot below. The Booking Progress diagram is a visual representation of the Booking Lifecycle.  

BOOKING_PROGRESS.jpg

Summary

The Summary section of the Booking Preview allows you to view the following booking-related details:

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  • Booking ID: ID of the booking, auto numbering.
  • Status: Current status of the booking. 
  • Order Amount: Amount specified in the order. 
  • Service ID: ID of the booked service.
  • Service: Relation to the booked service.
  • Catalog: Catalog from which the service is booked.
  • Consumer: Person who ordered the service.
  • Cost Center: Cost center to which the service is booked.
  • Approval: Current status of the booking in the approval process.
  • Approval Date: Date of approval.
  • Provisioning: Status of provisioning.
  • Provisioning Date: Date when provisioning was performed.
  • Acceptance: Status of acceptance.
  • Acceptance Date: Date when acceptance was performed .
  • Accounting: Status of accounting.
  • Accounting Date: Date on which the accounting was done. 

Service Details

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The Service Details section displays the name of the service and payment data. 

Costs and Related Objects 

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Costs

  • Payment Method: Method of paying for the booked service.
  • Payment Cycle: Amount of time, if any, between the established payment days.
  • Costs per Unit: Costs for the booked service in the currency of the corresponding catalog.
  • Total Costs in 1 Year: Total costs for the booked service in a year in the currency of the corresponding catalog. 

Related Objects

  • Order: Corresponding order.
  • Approvals: Approval(s) that are required for this service booking. The approvals are created by the system. Click an approval to open it and decide upon (approve) the booking or forward the pending approval to a role and/or person of your choice. You can also delete the approval from here. 
  • Tasks: Related tasks, if any. 
  • Processes: Assigned workflow process instance. 

Actions

  • Accounting: Define the accounting status of the service manually. Click the Accounting action to choose how you want to process the accounting for the selected bookings: 
    • Service bookings have been accounted. 
    • Service bookings do not need to be accounted. 
    • Accounting of bookings is pending or unclear. 
  • Finish Provisioning: If automatic provisioning of a service via the workflow fails, order status can later be set to Provisioned.
  • Rebook Services: Rebook a service booking to another cost center or consumer. The action creates an uninstallation booking for the old cost center or consumer and an installation booking for the new cost center or consumer. During the action, you can select if approval is required for the uninstallation booking and/or the installation booking.
  • Create Incident: Create a new incident that is related to the service booking. The User, Service, and Asset attributes will be pre-filled with the values from the service booking.
  • Import: Import the list of service bookings from MS Excel. The import wizard provides an appropriate template.
  • Cancel: If a booking is canceled, all open tasks and changes are closed with the reason Retired. All related service bookings, approvals, workflow instances and the actual order get the Canceled status. If the related order contains only bookings with the Canceled status, it will also get the Canceled status and will not be processed further.
  • Delete: Delete the booking and related items. 
  • Export: Export the booking data into an .xml file. 
  • History: View the history of all the booking related transactions. You can filter the transactions by date, attribute, user and/or transaction type. 
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