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Workflows to Suspend or Resume Service Items

This group of workflows allows a user to suspend or resume a service. It consists of the workflow process and nested subprocesses:

• SIS OM Suspend / Resume Products & Services Process
  • SIS OM Active Quote Sub-process
  • SIS OM Active Order Sub-process
  • SIS OM Suspend / Resume Asset Sub-process

SIS OM Suspend / Resume Products & Services Process

This workflow identifies an active document for the current account. Then it generates a line item to suspend or resume the selected asset and displays the document detail view. This workflow is shown in Figure 22.

A user initiates this workflow by clicking the Suspend or Resume button in the following views:

• Accounts > Service Items view
• Accounts > Customer Portal view

Figure 22.  SIS OM Suspend / Resume Products & Services Process Workflow

Workflow Description. This workflow does the following:

1. Gets the details of the current account.
2. Retrieves the active document (quote or order) for the session.

   If the account is of type 'Residential', the active order is retrieved. Otherwise, the active quote is retrieved. See SIS OM Active Quote Sub-process and SIS OM Active Order Sub-process.

3. Allows the user to suspend or resume the asset.

   The workflow gets the asset's current state and then creates quote line items to suspend or resume the asset in that state. See 'SIS OM Suspend / Resume Asset Sub-process'.

4. Displays active document.

Associated Business Service Methods. The following table shows the steps in this workflow that call business service methods.

SIS OM Suspend / Resume Asset Sub-process

This workflow applies the open and pending orders related to the selected asset to get its requested state. Then it creates line items to suspend or resume the selected asset in that state. It adds these line items to the active document. This workflow is shown in Figure 23.

The SIS OM Suspend / Resume Products & Services Process initiates this workflow.

Figure 23.  SIS OM Suspend / Resume Asset Sub-process

Workflow Description. This workflow does the following:

1. Clears the business service cache of existing product instances.
2. Reads the asset from the database.

   The workflow includes only components that do not have a status of Inactive. The workflow looks for all the orders with a status of Open or Pending that are related to the selected asset. The workflow applies the changes specified by those orders. This re-creates the state of the service product as the user has requested it.

3. Removes any components from the asset that do not have the 'Track As Asset' flag set.
4. Displays an error message if the asset is empty.

   If one of the open or pending orders disconnects the root component, or there are no components that have the 'Track As Asset' flag set, the result is an empty asset. In this case, the workflow displays an error message.

5. Copies the asset and sets the status of each component to 'Suspended'.
6. Copies the asset and sets the status of each component to 'Active.
7. If the Suspend button was clicked, the workflow generates the delta of the requested state of the asset and the future suspended state of the asset. This creates line items to suspend the asset. Sets the due date for each line item.
8. If the resume button was clicked, the workflow generates the delta of the requested state of the asset and the future active state of the asset. This creates line items to resume the asset, and it sets the due date for each line item.
9. Merges the line items of the suspend and resume requests into a single document.
10. Generates a new asset integration Id for any line item with an action code of Add.
11. Saves the document to the database.

Associated Business Service Methods. The following table shows the steps in this workflow that call business service methods.