Order Management
Create Calls – Contact Us

Short Guide - Contracts and Orders

Objective

This topic allows supplier users to open a call or consult the calls history that refers to each order.

Step by Step

  1. After completing the order location step using the shortcuts or criteria search, click the link with the order. A new screen will be displayed: “Display Purchase Order”.
  2. Find the order you wish to create a call.
  3. In the “Contact Us” column the “Create Calls”, “Calls History” and “Functionality is not available” buttons will be shown.
    • “Create Calls”: Indicates that the submitted order is filled out in Petronect, therefore the supplier is authorized to create a call related to it.
    • “Calls History”: Indicates that the application is filled out in Petronect and that it has one or more related calls in your history.
    • icone    : Indicates that the application is not filled out in Petronect and directs the supplier to seek forwarding agent responsible for the application in case of doubt.
  4. Click the “Create Calls” button. The creation screen will open the tool called “Talk With Us".
  5. Accessing the “Talk With Us” tool, a text will appear stating that it is a service channel to record calls relating to applications for certain purchasing organizations, being accessible and transparent to suppliers and Petrobras users.
  6. Some icons will be shown: “Open Tickets”, “Create Tickets” and “Tickets History”. In the same section, the previously selected order number and the following fields to create the tickets will be shown: “Request”, “Subject”, “Description” and “Attachments”.
  7. The “Request” filled will present the following options to sort the service:
    • Request
    • Complaint
    • Request Providence
    • Delivery Date
  8. Select “Classification” and the desired “Category”.
  9. In the subcategory field, select the desired option.
  10. In the “Subject” field describe the theme of the call that will be created.
  11. In the “Description” field insert the detailed description of the call that will be created.
  12. In the “Attachments” field the supplier will be able to insert files to the opened call.
  13. Click the “Send” button to create the ticket. After the confirmation of the filled data, a call reference number for the ticket will be created.