AWRA Help Center
Search the same approved public knowledge source used by AwraIQ. Results stay grounded in published AWRA resources, so buyers, customers, and support teams work from one source of truth.
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Buying — requisitions and approvals, RFQs and quotation comparison, purchase orders and receiving, three-way matching, supplier prequalification, and landed cost.
Selling — quotations and orders, invoicing and credit notes, customer records and statements, receipts and collections, and point of sale with shift reconciliation.
Money — chart of accounts and journals, expenses, budgets and controls, vendor payments, the payments register, aging reports, and period close.
Asset register — tagging and custody, assignment and location history, condition and verification, maintenance, depreciation schedules, and disposal.
The supply base — supplier records and documents, performance scoring, the vendor portal and collaboration, and vendor-side self-service.
Seeing the business — the report catalog, BI Studio and custom report builder, saved filters and scheduled reports, dashboards, and predictive insights.
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Core product documentation, module explainers, operating concepts, and platform overviews.
Browse Help Sections
Each article is backed by approved public knowledge and links back to the authoritative AWRA resource for deeper context. Tap a section to expand it.
Support desk — tickets, department queues, categories and assignment, SLA timers and escalation, the public intake portal, and staff self-service (My Tickets).
AWRA Help Docs
Turn scattered emails and "can you look at this?" requests into tracked tickets — routed to a department queue, owned by a real person, and kept on an SLA clock. This guide covers intake, queues, working tickets, SLAs, and the self-service portals.
AWRA Blog
Our helpdesk emails your customer when their request is updated. If they reply to that email, nothing happens — and the cost of that lands on your reporting rather than on your support desk.
AWRA Blog
A field called "notified at" was being filled in on tickets where nobody had been notified. A missing alert is a gap you can find; a false record of one closes the investigation and moves the blame to a colleague.
AWRA Blog
Four of the Act's seven operational duties are wholly yours, three are shared, and none can be discharged by a purchase. The controller and processor boundary, what belongs in a processing agreement, and the breach-notification gap stated plainly.
AWRA Blog
Japan gives a mail-order buyer eight days from delivery to send the goods back — and takes the right away if you published your own terms in the advertisement. The window is a property of a document, and our return row records neither the route nor the postage.
AWRA Blog
The breach alarm notifies the agent, then their manager, then the department — the right ladder in an organisation that has one. For a six-person business we can configure a flatter path, so the alert reaches somebody positioned to act on it.
AWRA Blog
The word "requester" hides four different kinds of person, stored differently, able to do different things — and one kind you assumed existed and does not. Which one raised a ticket decides what your reports can ever tell you.
AWRA Blog
Support runs on email and WhatsApp until the day something important is lost, and then everybody agrees it should have been on a system months ago. The threshold, what a helpdesk must do, and where ours stops.
AWRA Blog
The most common way a support team hits its first-response target without responding is to write a note to itself. One condition in this codebase makes that impossible, and it is worth knowing which one before somebody helpfully removes it.
AWRA Blog
The working calendar is one working week and one holiday list per organisation. A desk covering six countries has six sets of public holidays and one calendar to express them in — and the per-purpose calendar that would solve it exists in code with no way to create one.
AWRA Blog
The GCC stopped sharing a working week in January 2022, and the two biggest holidays of the year are confirmed days in advance. Both land on the two settings your SLA clock reads — which is why the same performance reads as compliant or late depending on which side of a border you measure it from.
AWRA Blog
The business day here is two clock times and one application timezone — simple and predictable for a single-site team. For a desk in Bengaluru promising four hours to a customer in Lagos, we can add per-desk business hours so each SLA counts in its own clock.
AWRA Blog
Kenyan businesses lose far more to slow payment than to bad debt, and chasing harder is rarely the fix. Most late payment is friction you created at invoicing — plus the escalation ladder for when it is genuine.
AWRA Blog
An SLA you cannot measure is a hope you have shared with a customer. What response and resolution targets require, why the pause makes them fair, and how to set targets you will not quietly abandon.
AWRA Blog
When a ticket breaches, this product tells the agent, then their manager, then the department. Assignment rules that decide who should own the ticket in the first place — before the deadline rather than after — are something we can add to your helpdesk.
AWRA Blog
Our helpdesk was built for organizations where plenty of staff have no company login — and then the breach alarm was wired to a login. The tickets nobody had picked up were the tickets nobody was told about.
AWRA Blog
In Victoria, whether a repair is urgent is a closed statutory list, and it decides more than a deadline: one route lets the renter spend your money, the other brings in a regulator. Our categories hold the clocks and not the consequence.
AWRA Blog
Indian e-commerce rules give a grievance officer 48 hours to acknowledge a complaint and one month to redress it. Three settings in an ordinary help desk decide whether either period is measured — and the one that matters is not a clock.
AWRA Blog
Procurement controls fire when somebody raises a requisition. A contract renewing automatically raises none — so twenty obligations escalate quietly at whatever clause fourteen says.
AWRA Blog
The largest pile of untracked work in most Kenyan organizations is not customer support — it is colleagues asking colleagues for things. Why internal requests are the best place to start.
AWRA Blog
One checkbox decides whether a comment reaches your customer, starts the first-response clock, notifies anybody, or leaves your server. Four consequences from one boolean, and the two ways it goes wrong.
AWRA Blog
A support agreement makes two promises: we will get back to you, and we will fix it. We measured both and reported on both, and had an alarm on only one — the one that matters least to the person waiting.
AWRA Blog
Satisfaction ratings can only be submitted by a requester with an account, through the self-service path. Everybody who reached the desk without one is missing from the average, and the average does not say so.
AWRA Blog
A consumer privacy request does not come through a privacy console. It arrives as a support ticket from somebody who has never logged in. Our help desk can identify that person and time the reply; our export and erasure tooling is built around user accounts, which is the one thing they do not have.
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