Supported Service Order Processes

Enable Service

Enable Service is a request to start service for a particular service point. It is typically initiated by a Start Service field activity request, but can also be initiated by another CIS application.

Disable Service

Disable Service is a request to stop service for a particular service point. It is typically initiated by a Stop Service field activity request, but can also be initiated by another CIS application.

Cut for Non-Payment

Disconnect for non-payment is a type of field work that is most often initiated from a collections process that has been created from within the Credit & Collection module. A collections process is created when the customer’s current balance has been determined to be past due. One of the methods for eliciting payment is to issue a disconnect. A Disconnect for Non-Payment field activity request will result in the creation of a Cut Service for Non-Payment orchestration activity in Service Orders. The Cut Service for Non-Payment orchestration activity will initiate the field activities and/or smart meter commands necessary to change the state of service at a service point to the disabled state.

For a Cut for Non-Payment service order, the orchestrations steps will include determining if a smart meter command can be executed, or if a request to a mobile field work application (such as Oracle Utilities Mobile Workforce Management) to dispatch a truck needs to be executed. Another example might be to determine if a disconnect can be executed for a service point. These rules might include determining if there is life support equipment at the premise, or if the service point can be disconnected at the current time of year or business hours based on utility defined rules taking into account predominant weather conditions (for instance, the utility cannot disconnect someone in the dead of winter or the service point resides at a postal code that is affected by extreme cold weather).

Reconnect for Payment

Reconnect Service for Payment is a request to restart service for a particular service point after customer has paid off their past due balance. It is typically initiated from the Credit & Collection's Severance Process.

Meter Exchange

Meter Exchanges involving smart meters will include smart meter commands in addition to field activities. A request can optionally include information on the type of meter needed, depending on the requesting system; this information could be specific (the type of configuration) or general (smart or manual).

Back-to-Back

Back to Back service is service disablement and enablement in single step; for example, one customer moving out while another moves in. The main purpose of this service is to minimize dispatching field work to obtain readings for both a start and stop event.

Another example of a back-to-back scenario would involve an tenant moving out and another moving into the same premise. As long as the gap between tenants (vacancy) is within the utility company's threshold, the change would be considered as a back-to-back event. In this situation, a single field task is used for this event to take the meter reading.

A Back-to-Back Service field activity request will result in the creation of a Back-to-Back Service orchestration activity in Service Orders. The Back-to-Back Service orchestration activity will initiate the field activities and smart meter commands necessary to change the state of the service of both customers at a service point to the desired state and confirm that measurements exists for that period.

Canceling Service Order Requests

A cancellation request basically cancels any orchestration and/or specific activities that are in progress. If the cancellation request is for an orchestration activity then that orchestration activity along with corresponding activities will be discarded. If the cancellation request is for a specific activity then only that specific activity will be discarded.

Depending on the status of a specific activity, a Cancel orchestration activity will either discard the activity or an outbound communication will be sent to the field work system to request a cancel the specific activity. Once the cancellation sent to the field work system is confirmed as successful, the Cancel orchestration activity will also cancel the parent orchestration activity and/or specific activities. If the cancellation sent to the field work system is not successful then the Cancel orchestration activity will be discarded. When it is discarded, it will send a response message to the requester indicating the cancellation was unsuccessful. A cancellation request can be initiated in a variety of ways, including by cancelling a field activity request , within Service Orders itself (internally), and by an asset management system such as Oracle Utilities Operational Device Management. Cancellation requests can also be created as pick-up orders from a field work application such as Oracle Utilities Mobile Workforce Management.

Update Service Order Requests

An update request handles requests for updates to an existing enablement, disablement, cut for nonpayment, and reconnect for payment orchestration activity and their related specific field activities.

Additionally, an update request can check to see if appointment information is different between the specific activity and the update orchestration activity. Depending on the status of the specific activity, direct updates will be made to the activities and communications within Service Orders or an outbound communication will be sent to the field work system to request an update of the specific activity fields that have been changed. Once that update to the field work system is confirmed as successful the Update orchestration activity will update the effected orchestration activity. If the updates are not successful the Update orchestration activity will be discarded. When it is discarded, it will send a response message to the requester indicating the update was unsuccessful.

Update service requests can be initiated by a field activity request or within Service Orders itself (internally).