An auto-generated case is a delivery order created automatically by Helia based on data received from a supplier that is integrated with Helia — rather than being manually submitted by a rep through the app. These cases appear in your case queue just like a standard submission.
Why did I receive an auto-generated case?
Auto-generated cases typically occur when:
Your company's ERP system (such as SAP or Oracle) is integrated with Helia and pushes order data directly.
A case was generated at a facility you've been assigned to and routed to your account.
A case was reassigned to you from another rep.
What do I need to do?
That depends on the status of the case:
Review Delivery Order: The facility is already reviewing it. No action needed from you unless it gets rejected back.
Awaiting Rep Revisions: The case was rejected and needs your attention. Open it, read the rejection comment, make corrections, and resubmit.
Case appears incomplete with no items listed: Do not submit a blank case. Submit a ticket by clicking the chat icon in the bottom right corner with the DO# and let our team know the case appears to have been generated without item data. We'll investigate.
What if the case shouldn't be mine?
If you received an auto-generated case that doesn't belong to your account — for example, it's for a facility you don't service — submit a ticket by clicking the chat icon in the bottom right corner with the DO# and a brief explanation. Our team can reassign it to the correct rep.
Still need help? Click the chat icon in the bottom right corner to submit a ticket.