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Voice Services Ordering FAQ

I can’t seem to get the catalog to open using Safari on my Mac. Is there a preferred browser?

The preferred browsers for Mac are Chrome and Firefox. Safari is not supported by SerVU.

 

What is the COA?

The 5 digit financial unit

 

How do I place an order in the new voice ordering system?

Follow these steps or watch a 2 ½ minute video

  1. Click here to Login
  2. Select Voice Services Catalog in the upper Left corner of your screen.
  3. Select the appropriate catalog
  4. Select your Department Voice Approver from the drop down menu
  5. Enter a COA
  6. Enter your order items
  7. Click “Add to Cart”
  8. On the next screen, click “Checkout”

 

I can’t find the item I need to order, what should I do?

Call 615-421-1611 for assistance

 

I don’t see my order in My Tickets and I didn’t receive a confirmation email

Your order may be in the cart, but has not been submitted. Login to SerVU. On the My Tickets page look in the My Cart and My Orders on the upper left side of the screen.  Check to see if an order is still in the cart. If so, select the order and then choose check out at the lower right portion of the screen. This will submit your order.
SerVU cart

 

What do I put in the Notes field?

The order form will prompt you for the information we need to process your order. Use the notes field for specific instructions such how to get access to the space for installation or any other information you feel we need to know.

 

What is the character limit on the notes field?

The limit is 4000 characters.

 

What happens after I submit my order? How can I track it?

If there is no charge, the order will go directly to the Voice Services team and someone will contact you soon to confirm your order. If there is a cost, your approver will receive an email asking them to approve the order. Once approved, the order will be released to the Voice Services team and they will contact you to confirm. You can track your order by logging in and reviewing your tickets on the main page. The statuses you will see are:

  • Approval              awaiting approval from Departmental approver
  • New                      Order has been approved and is in the work que for Voice Services
  • Assigned             Order has been assigned to someone in the voice services team who will process it
  • In Progress         Someone is working on your order
  • Resolved             Your order is now on the schedule for field techs to install. The date for installation will be                                  in the email you receive when the ticket is marked resolved.

 

What if I have a large order? There are only 5 order items on the form.
If you have many items, you can upload a spreadsheet. If there is a cost, each item and its quantity must be entered on the order form, but all of the details can be placed in a spreadsheet which you upload with your order.


Can I order items from multiple catalogs at the same time?

You will complete orders in each catalog and add them to the cart. After you add each to the cart, select “continue shopping” until all of your orders have been added to the cart. Then click check out.

 

What if I want to cancel my order?

If your order is in “New” status or “Awaiting Approval” status, you can open your order and select edit at the top left of the screen. Then you will see “cancel request” at the bottom of the order detail. Click cancel request and confirm it in the next screen. If the order is any other status, please call 11611.

 

How do I check the status of my order?

Login to SerVU .

Look in the My Open Tickets section and check the status column. The status will change to assigned once the Voice Services team has received the order. When the team receives your order, they will call you.  While the team is working your order, it will move from “Assigned” to “In Progress” and finally when it is scheduled on the field tech’s calendar, it will move to “Resolved.” You will receive email with the date/time your work is scheduled when the ticket moves to the resolved status.

 

I got a “resolved” email notification but my phone is not installed.

Your order will be marked resolved in the order system as soon as it is scheduled on the calendar for the field technicians. You will receive details of the installation schedule in the resolved section of your ticket.

 

Can I open multiple orders in multiple tabs in my browser?

Currently, the system does not support multiple browser windows. Please do not attempt to open multiple windows. That feature is coming in a future release.

 
How long does SerVU keep my order?

Orders will remain in the system for at least one year.


Can I print out my orders?

The system does not offer a print option for orders. Your order details are in the confirmation email you received and it can be printed. You can always review your orders in the system.

 

Can I export my orders to a spreadsheet?

There is no option to export orders. Your order detail is emailed to you when the order is placed.


What is the timeout on the system? How long can I leave an order I’ve started before it will disappear?

The timeout is 80 minutes. Any order not added to the cart will disappear after 80 minutes.