The Stop Service Process and Request

When stopping service, the system creates a stop service process flow and assigns it a customer service request type. The process flow type (stop service process) and customer service request type (stop service request type or request type) are determined from the action method with Action Method Role of Stop Service. See Action Method for more information about setting up action methods. The customer service (stop service) request parent and child business objects are defined on the request type..

The system is delivered with the following objects that are used to stop service

  • Process Flow Type C1-STOPSERVICEREQUEST.

  • Customer Service Request Type business object C1-StopServiceRequestType

  • Customer Service Request business object C1-StopServiceRequest

  • Customer Service Request Person business object C1-CustSvcRequestPerson

  • Customer Service Request Account business object C1-CustSvcRequestAccount

  • Customer Service Request Premise business object C1-CustSvcRequestPremise

  • Customer Service Request Start SA business object C1-StopServiceRequestSA

The stop service process can be initiated via BPA script (refer to script C1StpActMtdR).

Stop Service Process

The stop service process contains three steps or panels. The logic that is enabled is defined in the request type. The following overview of the two panels assumes the request type has enabled the described functionality. This is meant to illustrate the full features provided with the stop service process. The request type can be configured to accommodate your business rules.

Services to Stop. This panel is used to choose the services to stop for the account. After entering a stop date, the algorithm in configured in the Determine Services to Stop plug-in spot defined on the request type is called. It returns the stoppable services for the account. The services at the premise in context are selected to stop by default. Other premises and non-premise-based service can also be selected to stopped but are not selected by default. Non-premise-based services with a characteristic premise matching the premise in context are defaulted to stop.

Field service notes can be entered for the premise or service point where service is being stopped.

Additionally, as customers stop service at a premise, some premise attributes such as indicating if life support equipment is at the premise or if there are specific field warnings relevant to the premise may need to be updated. Premise updates can be made for any premise where service is being stopped.

Person and Account Details. This panel has the same features as the same panel in the Start Service Process. The options presented are controlled by the stop request type

Review and Submit. This panel provides an opportunity to review the information before submission.

When the stop service process is finished, a Summary is shown. The stop service information is copied to the stop service parent and child requests. The stop service process is completed, and the stop service request takes over.

Stop Service Request

The stop service request lifecycle is comprised of this logic:

  • The stop service request applies any person and account updates gathered during the stop service flow. Services that are chosen to stop are transitioned to pending stop by the algorithm plugged into the Process Services to Stop plug-in spot on the request type.

  • The request then monitors the pending stop SAs to check when they have stopped.

  • Once all services are stopped, the request applies any premise updates.

  • The stop request is then complete.

Note: For more details, see the stop service request business object detailed description.