When ordering services from vendors that are configured for integration, the vendor may simply query the Equus Platform as needed looking for new service orders (a.k.a. “pull data”), or conversely may prefer that Equus Platform users send new Service Orders to the vendor (a.k.a. “send data”).
In case of sending service orders to the vendor, if an active Integrated Event Definition exists for that Vendor, Company, Service Type, and Event, the data will be sent to the vendor.
Order Services
To order services, click
to add a new communication to the Vendor. If the vendor is set up for integration, an information message will display at the top of the Note/Communication Detail screen -
'If you save and send, the service order will be automatically sent to the vendor.'
* This sample includes a blue prompt but the color can be customized in theme builder. Check with your Equus Representative.
Click
to send the data defined in the Integration Push Script to the Vendor. If <Email> is selected as the Type, an e-mail will be sent to the vendor in addition to the data. Documents attached to the note will be available to the vendor as well.
Successful communication to the vendor:
Note, a communication to the vendor may fail if the Service Order Type is not applicable for the Permission Set the vendor is configured for. The communication may also fail if there are connection issues. For more details, check the service management section or check with your Equus Representative.
Things to Note
If ‘Block Email Send if Required Field Values Missing’ is enabled, it will prevent emails from sending and service orders from being submitted when all the required field information is not provided.
If integrating with a vendor that wishes to pull the data from the Equus Platform, any Service Order communication Type may be selected. As long as the vendor is configured with the appropriate Integration Permission Set and an appropriate Service Order Type is selected, the vendor will be able to pull the necessary data as dictated by the Permission Set.
Integration with Non-Equus Platform
Integration with Non-Equus Platform vendors includes functionality for vendors to identify when they plan to have their systems offline. This happens primarily when the vendor’s system is to undergo maintenance. Vendors indicate the start and end of their offline window in the Equus Hub, and the Equus Hub provides this information to the Equus Platform. When the vendor’s system is offline, and users order a service that has an Order Service Order Integrated Event Definition defined, users will see an information message at the top of the Note/Communication Detail screen:
'This Vendor’s system is currently undergoing maintenance and cannot receive messages at this time. Clicking Save and Send will queue the Service Order and automatically send it when the Vendor’s maintenance is complete in [X amount of time].'
Click
to queue the data defined in the Integration Push Script to the Vendor. The Equus Platform will send the data when the vendor’s offline window has ended. The Status will remain <Sending> until the data is successfully sent to the vendor. If the Status is <Failure>, create a new Note/Communication to try sending again.
If the vendor updates the offline window to be shorter, the queued data will be sent when the window ends.
If the vendor cancels the window, the queued data will be sent at the time the cancellation is received from the Equus Hub.
If the vendor’s system is still offline after the offline window has ended or is cancelled, the data will be re-queued and another attempt to send will be made in one (1) hour. The platform will continue to attempt to send on an hourly basis as long as the vendor’s system remains offline.
When the vendor’s system is offline and the user updates a field that is referenced by an Update Value(s) Integrated Event Definition, the data will be queued and sent when the vendor’s offline window has ended. If the vendor shortens or cancels the window, or is offline after the offline window has ended, the platform will send the data according to the bullets above.