Create A Trouble Order Without An Account

The following is an example of the steps necessary to implement a script that creates a trouble order when the user does not know the customer. We have assumed the following about such trouble orders:

Your organization does not integrate with the outage management integration module. That module describes a different mechanism for handling this logic.
An open customer contact will be created for a "dummy" person that has been set up to record such problems.
Characteristics on the customer contact will be used to record pertinent issues about the problem (e.g., weather condition, symptom, public danger exists, etc.). These characteristics and their values are defaulted from the customer contact type control table.
This customer contact will have a log entry that triggers the creation of To Do entry for the central dispatching area. Note, it would be a good idea to schedule the background process that creates such To Do entries (TD-CCCB) to run fairly frequently as the trigger date on the customer contact is set to the current date (i.e., we'd like the To Do entry created the next time TD-CCCB runs).

Step No	Step Type	Text Displayed In Script Area	Additional Information On The Step
10	Navigate to a page		Navigation Option: Customer Contact - Main (add) Note, we use characteristics to define the trouble order's symptom and danger level. Rather than hardcode these characteristic types and values in the script, we take advantage of the fact that a customer contact type can have default characteristics. These values default onto a customer contact when a customer contact type is populated. Defaulting only occurs when a User Interface Field is populated (as opposed to when a Page Data Model field is populated when no defaulting takes place). In order to populate a User Interface Field, the user must be positioned on the page on which the field is located. And this is why this script initially transfers the user to the Main tab on the customer contact page. If we didn't need to take advantage of defaulting, this script could have navigated to the Characteristics tab (the fields on the other tabs could have been populated even when the Characteristics tab is given focus by simply defining them as Page Data Model fields). We mention this as any page you can avoid navigating to will speed up the execution of the script.
20	Input data	Please describe the problem	Destination Field Type: User Interface Field Destination Field Name: DESCR254
30	Move data		Source Field Type: Predefined Value Source Field Value: 1234567890 (note, this is the ID of the "dummy" person under which this type of customer contact is stored) Destination Field Type: User Interface Field Destination Field Name: PER_ID
40	Move data		Source Field Type: Predefined Value Source Field Value: TRUE Destination Field Type: Page Data Model Destination Field Name: W_CC_STATUS_SW (Note, this is a switch on Customer Contact - Main that a user turns on if they want to indicate a customer contact is open). When you move TRUE to a switch, it turns it on. When you move FALSE to a switch, it turns it off.
50	Move data		Source Field Type: Predefined Value Source Field Value: TO (note, this is the customer class code for this customer contact) Destination Field Type: User Interface Field Destination Field Name: CC_CL_CD
60	Move data		Source Field Type: Predefined Value Source Field Value: NOACCT (note, this is the customer contact type for this customer contact) Destination Field Type: User Interface Field (note, it's important to use this field type rather the Page Data Model. This is because we want the characteristics associated with this customer contact type to default onto the Characteristics tab page and defaulting only happens when User Interface Fields are populated) Destination Field Name: CC_TYPE_CD
70	Move data		Source Field Type: Predefined Value Source Field Value: Generated by trouble order without account script Destination Field Type: User Interface Field Destination Field Name: CC_LOG:0$CC_LOG_CONTENT
80	Move data		Source Field Type: Predefined Value Source Field Value: 20 (note, this is the flag value for Send to Role) Destination Field Type: User Interface Field Destination Field Name: CC_LOG:0$CC_REMINDER_FLG
90	Move data		Source Field Type: Predefined Value Source Field Value: TOWOACCT (note, this is the To Do role that will receive the To Do entry informing them of this trouble order) Destination Field Type: User Interface Field Destination Field Name: CC_LOG:0$ROLE_ID
100	Move data		Source Field Type: Predefined Value Source Field Value: %CURRENT-DATE Destination Field Type: User Interface Field Destination Field Name: CC_LOG:0$TRIGGER_DT
110	Navigate to a page		Navigation Option: Customer Contact - Characteristics (update)
120	Set focus to a field	Press <i>Continue</i> after confirming the characteristic values and saving the customer contact	Destination Field Name: CC_CHAR:0$CHAR_TYPE_CD
130	Move data		Source Field Type: Predefined Value Source Field Name: %SAVE-REQUIRED Destination Field Type: Temporary Storage Destination Field Name: SAVE_NEEDED
140	Conditional Branch		Compare Field Type: Temporary Storage Compare Field Name: SAVE_NEEDED Condition: = Comparison Field Type: Predefined Value Comparison Field Name: FALSE If TRUE, Go To Step: 160 If FALSE, Go To Step: 140
150	Set focus to a field	<font color=red>You have not saved this information!</font> Press <i>Continue</i> after saving.	Destination Field Name: IM_SAVE (note, this positions the cursor on the save button)
160	Go to a step		Next step: 120
170	Display text	Script complete
180	Height		Script Window Height: 0 Height Unit: Pixels

Note the following about this script:

Step 10 navigates the user to the customer contact page in add mode.
Step 20 causes a user to be prompted to enter a description of the problem. This description is stored in the customer contact's description field.
Steps 30 through 50 populate fields on Customer Contact - Main with "hard-coded" values (thus saving the user the effort of effort of entering this information). Take special note of step 50 - we are taking advantage of the fact that a customer contact type's default characteristics are copied to a customer contact when a user specifies a given contact type. It's important to note that defaulting only happens when you populate a User Interface Field (as opposed to a Page Data Model field).
Steps 60 through 90 populate fields in the log grid on the same tab page.
Steps 100 and 110 transfer users to Customer Contact - Characteristics where they are prompted to confirm the characteristics that were defaulted when the customer contact type was populated.
Steps 120 through 160 are the same as the previous example.