Order management changes FAQ - April 2015 Updates

This document answers some of the most frequently asked questions about the recent changes to working with order statuses, order acknowledgment, and order management in TOTAL Connect, WinTOTAL, TOTAL, and Appraiser XSites with the April 2015 updates.

Document 6206  ¦  Last updated:  04/13/2015 MJY


Question:

What has changed with this update?

Answer:

With this update, you'll be able to easily distinguish between internal updates and updates for your client.

Now, you can simply click Add Internal Status to change the status for your own internal tracking purposes, or click Update Client to log in to Mercury Network and update your client directly.  See the slideshow below to see these changes in their respective product.

After this update, you'll need to log in to Mercury Network (Vendors.MercuryVMP.com) to acknowledge orders and view order attachments.

Another change that may not be immediately noticeable is that your a la mode username and password and your Mercury Network username and password are maintained separately.  This means that, if you change your a la mode login, your Mercury Network login won't change — you'll have to change it separately.  Click here for more information.




Question:

How do I update the status with my clients?

Answer:

To update the status of your order with your clients, log in to Vendors.MercuryVMP.com, double‑click your order, and click Set Status.

If you've linked your Mercury Network account with TOTAL Connect, simply open TOTAL Connect, select the order, and click Update Client to be taken directly to the order details for that order on Mercury Network.  From there, click Set Status and select the status update like you normally would.

Click here to jump to the section on linking your Mercury Network account with TOTAL Connect via the Login Manager.


Question:

Why aren't my new orders showing up?

Answer:

Make sure you've acknowledged the order.  All new orders must be acknowledged through Mercury Network (Vendors.MercuryVMP.com) before they'll show up in TOTAL Connect or the Business Management area of your XSite.

The same goes for WinTOTAL.  Make sure you've acknowledged the order, then run net.X connect to download new and changed orders, or export orders from TOTAL Connect.


Question:

How do I acknowledge a new order?

Answer:

Simply log in to Mercury Network and acknowledge the order as you normally would.

For example, with Mercury Network, log in to Vendors.MercuryVMP.com, double click on the order that is awaiting acceptance, and choose Accept/Decline Assignment.


Question:

After I’ve accepted an order, which folder does the new assignment appear in inside TOTAL Connect?

Answer:

After you accept an order, TOTAL Connect synchronizes and displays any new assignments in the In Progress folder.  Then, when you update the internal status for an assignment, that assignment is moved to the folder that corresponds to the new internal status you selected.


Question:

How do I view order attachments?

Answer:

To view order attachments, simply log in to Mercury Network (Vendors.MercuryVMP.com) and view the documents there.

For example, in Mercury Network, you would view the details for your order and access the attachments in the order documents pane on the right.


Question:

Does this affect billing or order tracking via my XSite's Business Management?

Answer:

No.  These changes have no effect on the billing and tracking processes that you're used to.


Question:

How do I link TOTAL Connect with my Mercury Network account?

Answer:

To link TOTAL Connect with your Mercury Network account, open TOTAL Connect, click Tools and select Login Manager.  Then, choose Mercury Network from the drop‑down menu, enter your Mercury Network username and password, and click OK.

If you're a WinTOTAL user, open your Appraisal Desktop, click Options on the upper left, and select Login Manager.  Then, choose Mercury Network from the drop‑down menu, enter your Mercury Network username and password, and click OK.


Question:

I don't see my client listed.  How do I link TOTAL Connect with my client's portal?

Answer:

Currently, Mercury Network is the only vendor that is able to be linked with TOTAL Connect.  However, this new technology makes it possible for us to open the platform to integration with other client portals in the future (in addition to Mercury Network).  When we get other vendors on board you won’t have to keep up with so many places to deliver, passwords, and logins.


Question:

How do I manage another user's orders or orders from another account?

Answer:
Switching Users in TOTAL Connect

To manage XSite orders from a different account, you'll have to know that account's a la mode username and password.  Then, just log out of TOTAL Connect (File > Sign out), and log in with that account.

To manage client orders from an account linked with TOTAL Connect (such as Mercury Network), clear the credentials (Tools > Login manager — click Clear Credentials), enter the new credentials for that account, and click Verify and Save.

Switching Users in WinTOTAL

To manage XSite orders from a different account, you'll have to know that account's a la mode username and password.  Then, just clear the credentials and reenter the new login information via WinTOTAL's configuration settings.  Click here for instructions.

To manage client orders from an account linked with TOTAL Connect (such as Mercury Network), clear the credentials (From your Appraisal Desktop, Options > Login manager — click Clear Credentials), enter the new credentials for that account, and click Verify and Save.


Question:

I'm not seeing all of my orders.  What orders will appear in TOTAL Connect and WinTOTAL?

Answer:

Any orders that you have acknowledged through a supported vendor will appear in TOTAL Connect.  That includes XSites orders, Mercury Network orders (after you've linked TOTAL Connect with Mercury Network), and in the future, any other integrated partners.

If you're using WinTOTAL, keep in mind that you need to run net.X connect to download new and changed orders, or export orders from TOTAL Connect before they'll appear in your Appraisal Desktop.


Question:

I don't have a support contract.  How do I get my orders into WinTOTAL's Appraisal Desktop?

Answer:

There are two ways to get your orders in WinTOTAL's Appraisal Desktop.

Option 1:
The first option is to manage and export your orders using TOTAL Connect's order management tools.  Click here for step‑by‑step instructions on exporting orders from TOTAL Connect.
Option 2:
The second option is to purchase or renew your support contract.  Click here for a breakdown of the membership levels and more information about what is included with a support contract.

Question:

Why were these changes made?

Answer:

These changes were made to give you more control over your assignments and expand our platform.

  • Status improvements:  In the past you weren't able to set "internal only" status messages — any status update you made was sent to your client.  Now, you can set your own internal status messages, helping you, and everyone else in the office, see just where you're at on this order.

    There are many appraisers who inadvertently updated status thinking it was private, yet it updated the client — now the status updates in the desktop are for you, and the ones you do on the web (at the portal, whether it's Mercury Network or somewhere else) are for the client.

  • Platform scalability:  The old system was impossible to scale past Mercury Network itself, but we want the desktop to be able to handle many portals, not just one.  With this new architecture, more integration partners (plugins) can be added.  As they come on board, you won’t have to keep up with as many logins, passwords, and places to deliver.

Even though it seems to take an extra click to get to the client’s portal, it’s easier to ensure that you’re always following their constantly-changing requirements.  You’re working with them more directly on order negotiation, updates about milestones, and so on.  This even prevents the few cases where the assignments could get out of sync between desktop and web.

For even more context, click here to read the announcement.


Question:

Is my a la mode login and my Mercury Network login the same?

Answer:

No.  After Mercury Network’s servers were relocated, those passwords are maintained separately.  If you reset your a la mode username and/or password, your Mercury Network password won't change.  If you're not sure what to do, or if you need help locating your Mercury Network username, click here for instructions on contacting Mercury Network's client relations team.


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