There are a few places to check orders in the Infinigate cloud core portal, but Classic Panel will offer much more insight into an order. In classic panel you can see the below information about an order:
Date and Time the order was placed
What the order was for E.g. Subscription and quantity or the change that is taking place
Current status of the order
A history of the order including the account that placed the order
If the order has failed it will have an error which will help narrow down the problem
To get to Classic Panel to check the orders please follow the below steps:
Log In to the Infinigate Cloud Core Platform
Click Classic Panel in the top right (The Box icon with the arrow pointing diagonally to the right)
Once in Classic Panel hit Billing in the top right hand corner
On the left hand side click orders
At the top of the screen you will see the search options. This will allow you to filter orders based on certain requirements:
You can search either by an Order number if you have this, Customer Name, Status or even Date the order was placed. Once you have your search criteria you can then export it to Excel to make it easier to look through or click into an order (by clicking on the order number) for further information.
The Order status is at the top. The Most Common status are:
Completed – The order has completed and has been billed.
Waiting for payment after provisioning – The order has completed but has not yet been billed.
Provisioning in progress – The order is still processing and has not completed yet.
If an order is in provisioning in progress for a while this could be for one of a few reasons.
The activation form has not been filled in. To fill this in please log in as the customer and then click on the subscription on the left hand side or Select Services and then select the subscription and click on the word activation form in the message. Please check this before contacting our support team.
If its Azure GDAP may not be in place. Support do get notifications about this so they may reach out but if you are unsure if GDAP is in place please contact support@infinigate.cloud and we can check this is n place.
Applying Credit Documents to Reseller-level Transactions – You have hit your credit limit. Please reach out to finance@infinigate.cloud who will be able to assist you.
Provisioning Failed – The Order has failed.
If the order has failed it will usually display an error message at the top:
Additionally you can click into provisioning items at the top which will also display the error and sometimes provide further information under the comments section:
For common order failures Please view our other article which will explain some of the common errors:
If an order has failed please reach out to our support team with Customer Name, Order Number and Error and they will be able to investigate and advise further.
To See the status of the order and the account that has placed the order please click status history. This will display a list of all the status and what times they occurred to give an overview of the order itself.
If you then go to first page and see the first note that says new it will tell you which user placed the order.
If you need further assistance understanding an order or further assistance either with an order failure or understanding an order please reach out to our support team on support@infinigate.cloud or give us a call on 0345 249 3303.