Order Status Guide
When reviewing an order, always check for a Release Date first.
The Release Date is an important indicator that the order has been released. Do not rely only on the order's current status, as some order types are designed to remain in New even after they have been released.
Make sure you are in the fulfilment view
Order Type | Expected Status |
|---|---|
My Service Orders | Always remain in New |
Standard Orders | Always remain in New |
Lab Orders | New → Processing → Processed → Shipped |
Skylab Orders | Always remain in New |
Digital Orders | Move to Shipped |
Important: Check the Release Date
If an order is showing New, this does not automatically mean the order is stuck or has not been released.
Always look for the Release Date before troubleshooting the status.
Quick Troubleshooting Rule
Order says New + has a Release Date:
The order may be behaving exactly as expected. Check the order type before taking further action.
Lab order says New + has a Release Date:
Because Lab Orders should progress from New → Processing → Processed → Shipped, investigate further if it is not progressing.
Order says New + no Release Date:
Confirm whether the order has actually been released before troubleshooting anything else.