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The following diagram shows the possible states of a request created through the platform and the transition between various states:
These states are displayed as Status within the platform. They are also displayed beside the request name and ID on the details page.
Draft
The request is being created.
Processing
The request is pending a response from the vendor or SoftwareOne.
Querying
The vendor or SoftwareOne has updated the request.
It now requires an action to be taken by a client account user.
Complete
The request has been completed.
A request in the Marketplace Platform represents a pre-sale inquiry. This can include queries about products, subscriptions, pricing, billing, product availability, and more.
As a client, you can create new queries through the Products page and track your existing queries through the Requests page. The page displays all requests, including requests that are raised by other members of your account.
You can access the Requests page by selecting Marketplace > Requests from the main menu.
The Requests page displays a list of your requests. For each request, you can view the following details:
Request - Displays the title of your request.
Requester - Displays the name of the person who created the request.
To - Displays the name of the vendor.
Product - Displays the product name for which the request is created.
Assignee - Displays the contact person assigned to the request.
Created - Displays the date and time when the request was created.
Updated - Displays the date and time when the request was updated.
Status - Displays the status of your request. See Request States for information on the possible statuses.
The details page of a request gives you in-depth information about the request. You can open the details page by clicking the request on the Requests page.
The request details page displays the product against which the request has been raised and the request status. You can also view general information about the request, such as the requester's name, vendor, and assignee.
The request details page is organized into several tabs, each providing specific information. The following tabs are available:
Activity - Displays the activity information, including the message history for the request. Clicking Add message allows you to add a new message to the conversation.
Parameters - Displays the request parameters. Parameters are for viewing only and can't be edited.
Attachments - Displays the files attached to the request. You can also add and manage attachments.
Details - Displays the additional IDs and the timestamps of all changes made to the request.
If you created a request through the platform and wish to add a message to your interaction with the vendor or SoftwareOne, you can do this through the Add Message option on the request details page.
When adding a new message, note the following points:
The new message you add to the conversation will be visible to all members of your account.
You can add a message regardless of the request's status.
Follow these steps to add a new message:
On the Requests page (Marketplace > Requests), select the required request. The request details page is displayed.
On the Activity tab, click Add message. The Add message dialog box is displayed.
Upload a new file as an attachment or remove the existing file.
You can attach a file to your request at any time, regardless of the request's status. You can also delete any files you have previously added.
Make sure that the file you want to upload is in one of these formats: .pdf, .pptx, .doc, or .xlsx.
Follow these steps to add a file to your request:
On the Requests page (Marketplace > Requests), click the required request. The request details page is displayed.
Select the Attachments tab and click Add.
In the Add attachments dialog, do the following:
In the Name field, provide a file name.
In the Description field, add a brief description of the file you are adding.
In the Upload files area, upload the file from your system or drag the file to the selection area.
Click Add. The file is added to the request and displayed on the Attachments tab.
To edit or delete an attachment, go to the same Attachment tab where you originally added the file. Click the actions icon (•••) next to the file, and then select either Edit or Delete as needed.
If you choose Edit, upload the new attachment in the Edit Attachment section, and save your changes.
If you choose Delete, a confirmation message will appear. Click Delete in this message to confirm the action.
A deleted file cannot be recovered.
If you require personalized assistance or have queries regarding a product, you can contact the vendor or SoftwareOne directly through the marketplace.
You can contact a vendor only if the vendor has enabled the option. If the option is available, you'll see an Enquire Now, Contact Us, or a similar button on the Products page.
Follow these steps to create a new request:
Navigate to the Products page (Marketplace > Products) and find the product you have queries about.
Click the option to contact the vendor. Alternatively, click the name of the product. When the details page of your selected product opens, click the contact option in the upper right.
In the Request details step, provide the details of your request and click Next.
In the Review Request step, review the information and click Submit Request.
Your request is submitted and a Processing status is assigned to it. Click View request to view the request details page. Otherwise, click Close.
When you update your request, for example, by attaching documents, it's important to change the request status to Processing and send the request back to the vendor. This action informs the vendor that you've replied to their query and the request is now ready for their review.
Before changing the status of your request, note the following points:
You can change the status of your request to Processing only if the current status is Querying. If the request is already in Processing or Completed state, the option to change the status is unavailable.
Only change the status of your request to Processing once you've provided all the information and the request is ready for the vendor's review.
Follow these steps to change the status of your request:
On the Requests page (Marketplace > Requests), select the required request. The request details page is displayed.
Make changes as necessary and then click Process.
In the Process request dialog, add details if you want to, and then click Process.
The status of your request changes from Querying to Processing. If you added comments in the Process request dialog, your comments are displayed and visible to everyone on the Activity tab.
After the vendor or SoftwareOne has addressed your request, you may close it. Closed requests cannot be edited or reopened.
Follow these steps to close your request:
On the Requests page (Marketplace > Requests), select the required request. The request details page is displayed.
Click the down arrow next to Process and select Complete.
In the Complete request dialog, add details if you want to and click Complete. Your request is completed and the Status column on the Requests page displays the updated request status.
Type your message and then click Add. You can format the text, and add links, and insert images by clicking . Your message will be added and displayed on the Activity tab.
