Tracking Special Order Parts

RepairQ offers a step-by-step process to track special order parts and ensure they are ordered on time. If you are wanting to utilize special order parts that do not require being inventoried (backordered, brought in on a purchase order, ticket items swapped, etc.), check out this article on Tracking Special Order Parts - non-inventoried.

Step 1 - Inventory Manager - Set up Catalog for Special Order Parts

  1. An Inventory Manager or Administrator should create a new Catalog Item.
  2. On this new Catalog Item:
    1. Give it a name. We suggest keeping it simple, such as "Special Order Part - Inventoried."
    2. Create a new SKU for this item. We suggest using "SOPI" to make it easy to add it to tickets. Add any additional Search Keys if you want.
    3. Item Type should be set to 'Part'
    4. Manufacturer should be set to ‘N/A’
    5. Name should be ‘Special Order Part’
    6. This Catalog Item should be Inventoried
    7. This Catalog Item should not be Repairable or Serialized. The item should not have a cost or price because it is just a placeholder for the actual part.
    8. Optional: Add a note outlining the intended use of ‘Special Order Parts’
    9. Make sure the item is listed as "Active."

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Step 2 - Administrator - Set up Inventory Status Special Order Parts

  1. An Administrator will need to navigate to Company Settings -> Catalog -> Inventory Statuses
  2. Add Inventory Status
  3. Name the status something recognizable for the special order item, like "SOP Ordered" and save your status.

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Step 3 - Sales Rep or Tech - Create Ticket with Back Ordered Item(s)

  1. Create Repair Ticket
  2. Add customer
  3. Add device(s)
  4. Add ticket item(s) - Search for ‘Special Order Part’ and add it to the ticket with the 'Back Ordered' status
  5. Add a note to the ticket item describing the specific part that should be ordered. If possible, include link to the item or a vendor sku to order item with, from the supplier.
  6. Assign this ticket to the appropriate Inventory Manager
  7. Save ticket under “Hold/Back Ordered” status

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Tip: If automated notifications are configured for Hold/Back Ordered tickets, then a notification will be sent to the designated recipient as determined by your settings.

Step 4 - Inventory Manager - Order Item(s)

  1. Depending on your RepairQ settings, inventory managers may receive a notification that a ticket has been placed on hold as a result of a back order
  2. View the inventory Detail list under the Inventory section of the navbar.Screen_Shot_2018-04-18_at_2.49.27_PM.png
  3. Filter for the Status: Back Ordered.

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      4. In addition, you may want to keyword search for “Special Order Part” to narrow down the list of items to special order items only.

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       5. Place an order with your supplier of choice for each of the items in the list based on the details in the "note" column. As you order items, edit each one to record the supplier, cost, note, and advance the status to "SOP Ordered."

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Step 5 - Inventory Manager - Receive Item(s)

       1. View the inventory detail list  

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       2. Filter for the "SOP Ordered" inventory status

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       3. In addition, you may want to keyword search for “Special Order Part” to narrow down the list of items to special order items only. 

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       4. As you receive items, edit each one in turn to record the supplier, cost, note, and advance the status to "Pulled." You may want to leverage the "Bulk Edit" feature if you are receiving multiple special order items in the same batch. 

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In addition, using ticket link on each item, you may want to edit each ticket to advance the status and update the assignee so that the ticket continues moving forward through the repair process, and the right staff members are notified that a special order part has arrived for a repair ticket.

Tip: if an automated notification is configured for “In Diagnosis” or “In Repair" tickets, then it will be sent at this time to the designated recipient (i.e. tech).

Step 6 - Tech - Complete Repair

  1. Now that the Repair Ticket has been assigned back to the tech with the Special Part available to fix the device, the ticket can be finished as usual.
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