One of your ideas has been delivered from your suggestion.Multi-Jurisdiction Support for Start and Transfer Service Requests

Start and transfer service requests submitted through agent-assisted process flows, based on the Start Service Request Process (C1-STARTSERVICEREQUEST) and Transfer Service Request Process (C1-TRANSFERSERVICEREQUEST) process flow types, now support CIS Division processing.

Additionally, Customer Service Request Types based on the Start Service Request Type (C1-StartServiceRequestType) and Transfer Service Request Type (C1-TransferServiceRequestType) business objects instruct the application to issue a warning of any mismatch between the customer service request type's CIS Division and other CIS Division-related configurations when the CIS Division value is not null or empty.

Start Service Request

If the Control by CIS Division configuration option on Installation Options is set to ‘Yes’, the application prompts you for a premise via the new Move-to Premise dialog box when the Start Service link is clicked (for example, from the Premise Tree sidebar portal zone). Once a premise is selected, a process flow and related parent customer service request are initiated based on the configuration defined on the start service-related Action Method for the premise's CIS Division (if configured).

On initiated process flows, the following updates have been made to specific panels:

  • Move-to Premise panel

    • The application disables the Premise ID field and Search button as a premise has been selected prior to the initiation of the start service request process flow.

  • Customer Identification panel

    • In the Create New Customer and Customer Identification sections, the CIS Division is defaulted to the premise’s CIS Division (if specified) when a new account is to be created.  If not specified, the CIS Division from the customer service request’s Customer Service Request Type is defaulted.

    • For existing customers, eligible accounts are the ones where their CIS Division matches the defaulted CIS Division on the process flow.

NOTE: The defaulted CIS Division appears in "display-only" mode when its Restrict to Account CIS Division configuration option is set to ‘Restricted’.

  • Services to Start panel

    • The application assigns the CIS Division based on the following conditions:

      • If the account's CIS Division is specified, this becomes the assigned value.

      • If the account's CIS Division is not specified, the premise's CIS Division becomes the assigned value.

      • If both the account's and premise's CIS Division are not specified, the CIS Division from the customer service request's Customer Service Request Type becomes the assigned value.

      • If the account's, premise's, and customer service request’s Customer Service Request Type CIS Division are not specified, the application assigns a null or empty value.

    • The application processes the default deposit and additional services for the assigned CIS Division based on the following conditions:

      • If the CIS Division's Restrict to Account CIS Division configuration option is set to ‘Restricted’, the application retrieves the applicable SA Types from the customer service request’s Customer Service Request Type to process the deposit and additional services. If there are no applicable SA Types for the CIS Division, the application skips the service agreement processing for deposit and / or additional services.

      • If the CIS Division's Restrict to Account CIS Division configuration option is set to ‘Not Restricted’, the application retrieves all CIS Division and SA Type combinations from the customer service request’s Customer Service Request Type to process the deposit and / or additional services.

Transfer Service Request

On the initiated process flows, the following updates have been made to specific panels:

Move-to Premise Address panel

  • If the account’s CIS Division has it’s Restrict to Account CIS Division configuration option set to ‘Restricted’, the premise search will return premises belonging to that CIS Division and those with no CIS Division specified.

Service to Start panel

  • The application processes the default deposit and additional services for the assigned CIS Division based on the following conditions:

    • If the CIS Division's Restrict to Account CIS Division configuration option is set to ‘Restricted’, the application retrieves the applicable SA Types from the customer service request’s Customer Service Request Type to process the deposit and additional services. If there are no applicable SA Types for the CIS Division, the application skips the service agreement processing for deposit and / or additional services.

    • If the CIS Division's Restrict to Account CIS Division configuration option is set to ‘Not Restricted’, the application retrieves all CIS Division and SA Type combinations from the customer service request’s Customer Service Request Type to process the deposit and / or additional services.

This reduces the extent of implementation-specific extensions, which helps to reduce project implementation costs, duration, risks, and total cost of ownership.

Steps to Enable

To enable this feature, complete these steps:

  1. Click Admin, General, and Installation Options.
  2. On the Main tab, select Yes from the Control By CIS Division drop-down list.
  3. Optionally, click Admin, General, and CIS Division.
  4. For applicable CIS Divisions, select Restricted from the Restrict to Account CIS Division drop-down list.
  5. Click Admin, Customer, and Customer Service Request Type.
  6. Create or update the applicable Customer Service Request Types with the applicable CIS Division.
  7. Update the start service-related and transfer service-related Action Methods with the applicable override configuration settings.

Key Resources