Supported Functionality
The following functions can be completed within the work order processing:
If you are using the complete integration between Oracle Utilities Customer Care and Billing, Oracle Utilities Mobile Workforce Management, and Oracle Utilities Work and Asset Management v1.9.1.x or Oracle Utilities Work and Asset Management/Oracle Utilities Operational Device Management v2.1.x, the most likely business process includes the following:
• Oracle Utilities Customer Care and Billing is used to manage the customer inquiry and initiate service.
• Oracle Utilities Mobile Workforce Management is used to manage work scheduling and appointments.
• Oracle Utilities Work and Asset Management v1.9.1.x is used to capture billing information.
• An order can be initiated by an action in Oracle Utilities Customer Care and Billing or Oracle Utilities Work and Asset Management v1.9.1.x.
• Order created as:
• An Activity (A) in Oracle Utilities Mobile Workforce Management
• A Field Activity (FA) in Oracle Utilities Work and Asset Management/Oracle Utilities Operational Device Management v2.1.x
• A Service Request (SR) in Oracle Utilities Work and Asset Management v1.9.1.x. This is based on order type business rules.
• An order is worked and finished in Oracle Utilities Mobile Workforce Management or if the order is not sent to Oracle Utilities Mobile Workforce Management, it is worked and completed in Oracle Utilities Work and Asset Management v1.9.1.x.
• If an Oracle Utilities Work and Asset Management v1.9.1.x service request is part of the order, Oracle Utilities Work and Asset Management v1.9.1.x may send billing information back to Oracle Utilities Customer Care and Billing when the SR is closed in Oracle Utilities Work and Asset Management v1.9.1.x.
Oracle Utilities Customer Care and Billing can be used by customer service representatives (CSRs) to create fieldwork orders. A CSR can initiate orders of certain types manually and/or take actions to cause Oracle Utilities Customer Care and Billing to automatically generate orders of various types based on the business rules established in the administrative tables within Oracle Utilities Customer Care and Billing.
A Field Activity (FA) may or may not have a related appointment date and time slot. This typically depends on the type of order and possibly the access available to installed products at a service point.
If a field activity does not require an appointment, Oracle Utilities Customer Care and Billing sends the order information to the integration product once it is created. If a field activity does require an appointment, Oracle Utilities Customer Care and Billing sends the order to the integration product once it is appointed. This is controlled by existing set up rules within Oracle Utilities Customer Care and Billing.
While this is the most likely process to follow in using this integration, please keep in mind that other scenarios and possibilities do exist when utilizing this integration. The following sections provide an overview of all supported functionality:
Create Order
The following scenarios apply to how an order might be created:
Order Initiated from CC&B
An order is initiated when a user creates a field activity in Oracle Utilities Customer Care and Billing and is propagated to the other systems to become a service request in Oracle Utilities Work and Asset Management v1.9.1.x and/or an activity in Oracle Utilities Mobile Workforce Management.
This diagram depicts processing when an order is initiated from an Oracle Utilities Customer Care and Billing field activity:
This process is broken down into 2 separate processes at the next level - Appointment Creation and Fieldwork Creation.
This diagram depicts processing when an appointment is created:
The following diagram depicts processing when fieldwork is created with Oracle Utilities Work and Asset Management v1.9.x:
The following diagram depicts processing when fieldwork is created with Oracle Utilities Work and Asset Management/Oracle Utilities Operational Device Management v2.1.x:
Order Initiated in WAM v1.9.1.x
An order is initiated when a user creates a service request in Oracle Utilities Work and Asset Management v1.9.1.x and is propagated to the other systems to become a field activity in Oracle Utilities Customer Care and Billing and/or an activity in Oracle Utilities Mobile Workforce Management.
The following diagram depicts processing when an order is initiated from an Oracle Utilities Work and Asset Management v1.9.1.x service request.
Service Request Created in WAM v1.9.1.x
Order Initiated in WAM/ODM v2.1.x
An order is initiated when a user creates an activity for distributed work in Oracle Utilities Work and Asset Management/Oracle Utilities Operational Device Management v2.1.x and is propagated to become an activity in Oracle Utilities Mobile Workforce Management and/or Field Activity in Oracle Utilities Customer Care and Billing.
The following diagram depicts processing when an order is initiated from an Oracle Utilities Work and Asset Management/Oracle Utilities Operational Device Management v2.1.x activity:
Order Initiated in MWM
An order is initiated by a user creating an Oracle Utilities Mobile Workforce Management pickup activity that is related to an existing activity they are working on at the same service point.
If Oracle Utilities Work and Asset Management v1.9.1.x is part of the implemented solution, the pickup activity sent from Oracle Utilities Mobile Workforce Management is propagated to become a field activity in Oracle Utilities Customer Care and Billing and/or a service request in Oracle Utilities Work and Asset Management v1.9.1.x.
If Oracle Utilities Work and Asset Management/Oracle Utilities Operational Device Management v2.1.x is part of the implemented solution, the pickup activity sent from Oracle Utilities Mobile Workforce Management is propagated to become an activity in Oracle Utilities Work and Asset Management/Oracle Utilities Operational Device Management v2.1.x and/or a field activity in Oracle Utilities Customer Care and Billing.
If Oracle Utilities Customer Care and Billing, Oracle Utilities Mobile Workforce Management and Oracle Utilities Work and Asset Management/Oracle Utilities Operational Device Management are installed, Oracle Utilities Mobile Workforce Management-originated activities must have CCB service point id which will be fetched from service point lookup. This lookup is used by Oracle Utilities Mobile Workforce Management users for CCB Service point Id in case of unrelated pickups. In case of pickup for unbadaged assets that do not exist in Oracle Utilities Customer Care and Billing, WAM/ODM id is used on the order.
The following diagram depicts processing when an order is created from an Oracle Utilities Mobile Workforce Management pickup activity, and Oracle Utilities Work and Asset Management v1.9.1.x is part of the implemented solution:
 
The following diagram depicts processing when an order is created from an Oracle Utilities Mobile Workforce Management pickup activity and Oracle Utilities Work and Asset Management/Oracle Utilities Operational Device Management v2.1.x is part of the implemented solution:
Update or Cancel Order
The following scenarios apply to how an order might be updated or canceled:
Update Order in CC&B
An existing field activity, regardless of where it was initiated, is updated by a customer service representative using Oracle Utilities Customer Care and Billing. The changes are sent to linked orders in other systems.
This diagram depicts processing when an order is updated from Oracle Utilities Customer Care and Billing field activity and Oracle Utilities Work and Asset Management v1.9.1.x.
The diagram below depicts processing when an order is updated from Oracle Utilities Customer Care and Billing field activity and Oracle Utilities Work and Asset Management/Oracle Utilities Operational Device Management v2.1.x is included as part of the implemented solution:
Cancel Order in CC&B
When an existing field activity, regardless of where it was initiated, is canceled by a customer service representative using Oracle Utilities Customer Care and Billing the changes are sent to linked orders in other systems.
This diagram depicts processing when an order is canceled from Oracle Utilities Customer Care and Billing field activity and Oracle Utilities Work and Asset Management v1.9.1.x is included as part of the implemented solution:
This diagram depicts processing when an order is canceled from Oracle Utilities Customer Care and Billing field activity and Oracle Utilities Work and Asset Management/Oracle Utilities Operational Device Management v2.1.x is included as part of the implemented solution:
An Oracle Utilities Customer Care and Billing user updates or cancels a field activity. Updates are sent to linked orders in other systems.
Generally, an update to the Schedule Date or Problem Description on the field activity triggers this update. This update from Oracle Utilities Customer Care and Billing is for orders that are linked to either Oracle Utilities Work and Asset Management v1.9.1.x/v2.1.x or Oracle Utilities Mobile Workforce Management.
• If the Oracle Utilities Customer Care and Billing field activity is linked to Oracle Utilities Mobile Workforce Management and not linked to Oracle Utilities Work and Asset Management v1.9.1.x/v2.1.x, Oracle Utilities Mobile Workforce Management receives the updated Problem Description and Schedule Date.
• If the field activity is linked to Oracle Utilities Work and Asset Management v1.9.1.x and not linked to Oracle Utilities Mobile Workforce Management, Oracle Utilities Work and Asset Management v1.9.1.x/v2.1.x receives the updated Problem Description and Schedule Date.
• If the Oracle Utilities Customer Care and Billing field activity is linked to both Oracle Utilities Mobile Workforce Management and Oracle Utilities Work and Asset Management v1.9.1.x/v2.1.x, the update is sent to both applications.
Note: If an Oracle Utilities Customer Care and Billing user completes an order, this too causes Oracle Utilities Customer Care and Billing to send a cancel message out to the linked applications.
Update Order in WAM v1.9.1.x
An existing service request, regardless of where it was initiated, is updated by a representative using Oracle Utilities Work and Asset Management v1.9.1.x. The changes are sent to linked orders in other systems.
Oracle Utilities Work and Asset Management v1.9.1.x updates are supported only for two-way integration. If an order exists in Oracle Utilities Customer Care and Billing and in Oracle Utilities Mobile Workforce Management, then Oracle Utilities Work and Asset Management v1.9.1.x updates are not sent to either system.
This diagram depicts processing when an order is updated from Oracle Utilities Work and Asset Management v1.9.1.x service request:
Cancel Order in WAM v1.9.1.x
An existing service request, regardless of where it was initiated, is canceled by a representative in Oracle Utilities Work and Asset Management v1.9.1.x. The changes are sent to linked orders in other systems.
This diagram depicts processing when an order is canceled from Oracle Utilities Work and Asset Management v1.9.1.x service request:
Status Update in Oracle Utilities Work and Asset Management v1.9.1.x
As the status of a Service Request in Oracle Utilities Work and Asset Management v1.9.1.x is changed from active to one of the other eligible statuses, the new status information is sent to Oracle Utilities Customer Care and Billing, if the order is linked only to Oracle Utilities Customer Care and Billing. This new Oracle Utilities Work and Asset Management v1.9.1.x status is reflected in Oracle Utilities Customer Care and Billing as Intermediate Status on the corresponding Oracle Utilities Customer Care and Billing field activity.
The information about the status update in Oracle Utilities Work and Asset Management v1.9.1.x is not sent to either of the other two applications when the order is linked to both Oracle Utilities Customer Care and Billing and Oracle Utilities Mobile Workforce Management.
For orders that are linked to Oracle Utilities Mobile Workforce Management as well, Oracle Utilities Customer Care and Billing tracks the status of the order in Oracle Utilities Mobile Workforce Management using the intermediate status and ignores the status of the order in Oracle Utilities Work and Asset Management v1.9.1.x.
Also, if the order is linked only to Oracle Utilities Mobile Workforce Management and not linked to Oracle Utilities Customer Care and Billing, status updates from Oracle Utilities Work and Asset Management v1.9.1.x are not sent.
Update Order in WAM/ODM v2.1.x
An existing activity that originated in Oracle Utilities Work and Asset Management/Oracle Utilities Operational Device Management v2.1.x is updated by a representative and the changes are sent to Oracle Utilities Mobile Workforce Management and Oracle Utilities Customer Care and Billing. The updates are sent from Oracle Utilities Work and Asset Management/Oracle Utilities Operational Device Management v2.1.x only when a representative manually clicks the Resend button.
This diagram depicts processing when an order is updated from Oracle Utilities Work and Asset Management/Oracle Utilities Operational Device Management v2.1.x field activity:
Cancel Order in WAM/ODM v2.1.x
When an existing activity is canceled by an Oracle Utilities Work and Asset Management/Oracle Utilities Operational Device Management v2.1.x representative, the changes are sent to Oracle Utilities Mobile Workforce Management and Oracle Utilities Customer Care and Billing. If the activity is in sent state, it can be canceled by transitioning it to the discard state and a Cancel message is sent out.
If the activity has been completed within Oracle Utilities Work and Asset Management, when it enters the executed state, the system will create and send a Cancel message to Oracle Utilities Mobile Workforce Management and Oracle Utilities Customer Care and Billing.
This diagram depicts processing when an order is canceled from an Oracle Utilities Work and Asset Management/Oracle Utilities Operational Device Management v2.1.x field activity:
Update Order in MWM
If an existing activity is updated by a field service representative using Oracle Utilities Mobile Workforce Management, the status updates are sent only to Oracle Utilities Customer Care and Billing.
This diagram depicts processing when an order is updated from an Oracle Utilities Mobile Workforce Management activity:
Status Update in Oracle Utilities Mobile Workforce Management
As the status of an activity in Oracle Utilities Mobile Workforce Management is updated, or the order is assigned to a Field Service Representative or re-assigned in Oracle Utilities Mobile Workforce Management, the new status information is sent to Oracle Utilities Customer Care and Billing, if the order is linked to Oracle Utilities Customer Care and Billing. This new status is reflected in Oracle Utilities Customer Care and Billing as Intermediate status on the corresponding Oracle Utilities Customer Care and Billing field activity.
The information about the status update in Oracle Utilities Mobile Workforce Management is not sent to Oracle Utilities Work and Asset Management/Oracle Utilities Operational Device Management. This information is only tracked in Oracle Utilities Customer Care and Billing.
Cancel Order in MWM
If an existing activity is canceled by a field service representative using Oracle Utilities Mobile Workforce Management, the cancel request is sent to linked orders in other systems.
If Oracle Utilities Work and Asset Management v1.9.1.x is part of the implemented solution, the cancel request sent from Oracle Utilities Mobile Workforce Management is propagated to Oracle Utilities Customer Care and Billing and/or Oracle Utilities Work and Asset Management v1.9.1.x.
If Oracle Utilities Work and Asset Management/Oracle Utilities Operational Device Management v2.1.x is part of the implemented solution, the cancel request sent from Oracle Utilities Mobile Workforce Management is propagated to Oracle Utilities Customer Care and Billing and/or Oracle Utilities Work and Asset Management/Oracle Utilities Operational Device Management v2.1.x.
This diagram depicts processing when an order is canceled from Oracle Utilities Mobile Workforce Management activity and Oracle Utilities Work and Asset Management v1.9.1.x is included as part of the implemented solution:
This diagram depicts processing when an order is canceled from Oracle Utilities Mobile Workforce Management activity and Oracle Utilities Work and Asset Management/Oracle Utilities Operational Device Management v2.1.x is included as part of the implemented solution:
Other Notes Regarding Updates and Cancellations
• Only orders that are linked in the other systems are updated. Separate routing of updates is not supported.
• If an order starts as a two-way order when it is created, it remains a two-way order throughout its life span until it is resolved and completed.
For instance, if the order is initiated in Oracle Utilities Customer Care and Billing and is only sent to Oracle Utilities Work and Asset Management/Oracle Utilities Operational Device Management, no new order is created in Oracle Utilities Mobile Workforce Management. This type of processing is not supported by the integration.
Complete Order
Regardless of where they were initiated, orders can be completed from Oracle Utilities Mobile Workforce Management or Oracle Utilities Work and Asset Management. Orders completed from Oracle Utilities Customer Care and Billing are canceled in the other systems; however, canceling orders directly in Oracle Utilities Customer Care and Billing is not recommended.
The following sections describe various scenarios for order completions:
Order Completed in MWM
When a Field Service Representative completes an activity in Oracle Utilities Mobile Workforce Management, a completion message is sent to Oracle Utilities Customer Care and Billing and/or Oracle Utilities Work and Asset Management depending on which applications the particular order was linked to during order creation.
If Oracle Utilities Work and Asset Management v1.9.1.x is part of the implemented solution, the completion message from Oracle Utilities Mobile Workforce Management can be sent to Oracle Utilities Customer Care and Billing and/or Oracle Utilities Work and Asset Management v1.9.1.x.
If Oracle Utilities Work and Asset Management/Oracle Utilities Operational Device Management v2.1.x is part of the implemented solution, the completion message from Oracle Utilities Mobile Workforce Management will be sent to Oracle Utilities Work and Asset Management/Oracle Utilities Operational Device Management v2.1.x and/or to Oracle Utilities Customer Care and Billing.
This results in the target application completing the corresponding order and recording the information that was sent by Oracle Utilities Mobile Workforce Management for the completed order.
This diagram depicts processing when an order is completed using Oracle Utilities Mobile Workforce Management activity and Oracle Utilities Work and Asset Management v1.9.1.x is included as part of the implemented solution:
This diagram depicts processing when an order is completed using Oracle Utilities Mobile Workforce Management activity and Oracle Utilities Work and Asset Management/Oracle Utilities Operational Device Management v2.1.x is included as part of the implemented solution:
In Oracle Utilities Mobile Workforce Management, the Field Service Representative can mark the activity as incomplete; however, it is sent as a cancellation to Oracle Utilities Customer Care and Billing and Oracle Utilities Work and Asset Management.
Order Completed in WAM v1.9.1.x
Orders being completed using a service request from Oracle Utilities Work and Asset Management v1.9.1.x is only common when Oracle Utilities Mobile Workforce Management is not part of the suite of products used; however, it is possible in a three-way integration model under some rare circumstances.
This diagram depicts processing when an order is completed using Oracle Utilities Work and Asset Management v1.9.1.x service request:
• If Oracle Utilities Customer Care and Billing is linked to the order, Oracle Utilities Customer Care and Billing completes the corresponding field activity and records any meter reading information sent by Oracle Utilities Work and Asset Management v1.9.1.x.
• If Oracle Utilities Mobile Workforce Management is linked to the order, the integration sends a cancellation request to Oracle Utilities Mobile Workforce Management resulting in canceling the corresponding field order or activity.
This is done to prevent the Field Service Representative from working on a field order or activity that has been completed in Oracle Utilities Work and Asset Management v1.9.1.x.
Order Completed in WAM/ODM v2.1.x
If an order is completed using an activity from Oracle Utilities Work and Asset Management v2.1.x, this will result in a cancellation message being sent to Oracle Utilities Mobile Workforce Management to cancel the corresponding activity. This is done to prevent the Field Service Representative from working on an activity in Oracle Utilities Mobile Workforce Management that has been completed in Oracle Utilities Work and Asset Management/Oracle Utilities Operational Device Management v2.1.x. The completion information from Oracle Utilities Mobile Workforce Management is sent to Oracle Utilities Customer Care and Billing.
This diagram depicts processing when an order is completed using an Oracle Utilities Work and Asset Management/Oracle Utilities Operational Device Management v2.1.x field activity:
Order Completed in CC&B
When an integrated order is completed using a field activity in Oracle Utilities Customer Care and Billing, a cancellation message is sent to Oracle Utilities Work and Asset Management, Oracle Utilities Mobile Workforce Management, or both, depending on which applications the particular order was linked to during order creation. This is done to prevent further work on the order by users in either of the other systems.
This diagram depicts processing when an order is completed using an Oracle Utilities Customer Care and Billing field activity:
Assumptions and Constraints for Work Order Processing
This integration does not support the following:
• New orders cannot be added in Oracle Utilities Mobile Workforce Management. Only Oracle Utilities Mobile Workforce Management Pickup Orders are supported.
• Oracle Utilities Work and Asset Management v2.1.x activity processes are supported in this integration with Oracle Utilities Mobile Workforce Management not with Oracle Utilities Customer Care and Billing.
• Only Oracle Utilities Work and Asset Management v1.9.1.x service requests are supported in this integration. Work orders and tasks are not supported with this release.
• Service requests cannot be transitioned to work orders in Oracle Utilities Work and Asset Management v1.9.1.x while still sending information to Oracle Utilities Customer Care and Billing and Oracle Utilities Mobile Workforce Management.
• When Oracle Utilities Work and Asset Management v1.9.1.x is used, master data between Oracle Utilities Customer Care and Billing and Oracle Utilities Work and Asset Management v1.9.1.x must be synchronized. Refer to Synchronization Between CC&B and WAM v1.9.1.x in Chapter 16 for additional details.
• An update to the schedule date on a service request in Oracle Utilities Work and Asset Management v1.9.1.x is not also updated in Oracle Utilities Customer Care and Billing or Oracle Utilities Mobile Workforce Management if the order being updated is a three-way order. For three-way order types in Oracle Utilities Work and Asset Management v1.9.1.x, it is best to prevent Oracle Utilities Work and Asset Management v1.9.1.x users from updating these fields.
• Oracle Utilities Customer Care and Billing receives a synchronous response from Oracle Utilities Mobile Workforce Management.
These responses are posted to the Oracle Utilities Customer Care and Billing notification download table. Because this is a three-way integration, these messages may be routed to both Oracle Utilities Work and Asset Management v1.9.1.x and Oracle Utilities Mobile Workforce Management. In this case, acknowledgments are received from both the target applications, and even though two acknowledgments are sent to Oracle Utilities Customer Care and Billing, the download staging table shows only the first received response. Once these acknowledgments are successfully processed by Oracle Utilities Customer Care and Billing, both are visible on the Oracle Utilities Customer Care and Billing field activity screen under the Log tab.
• The integration does not support equipment or badged items (for example, lamp, pole, transformers) in Oracle Utilities Work and Asset Management v1.9.1.x.
• For Oracle Utilities Mobile Workforce Management generated orders, the integration only supports pickup activities. New activities, unrelated pickup activities, or assist activities created in Oracle Utilities Mobile Workforce Management are not supported.
• Field activities coming to Oracle Utilities Customer Care and Billing must have a Service Point defined.
Orders created in Oracle Utilities Work and Asset Management v1.9.1.x without service points are only applicable to order types that are routed to and from Oracle Utilities Mobile Workforce Management. For these order types, the routing in the Order Type DVM must also be set to not send these orders to Oracle Utilities Customer Care and Billing. Pickup Orders for these order types in Oracle Utilities Mobile Workforce Management should be configured to route to Oracle Utilities Work and Asset Management v1.9.1.x only. They cannot route to Oracle Utilities Customer Care and Billing as the pickups also do not have a service point.