Using the Start Service Process with Multiple Jurisdictions

If your organization operates in multiple jurisdictions, it is likely that you have used CIS division to segment your accounts by jurisdiction, require premises to have a CIS division by requiring it on the premise types, have distinct customer service request (CSR) types for each CIS division, and use action method to map the CSR Types to CIS Division. The functionality delivered with the system relies on this configuration.

The start service process has specific functionality to support multiple jurisdictions. This functionality is enabled when the installation option to Control by CIS Division is set. Before beginning the start service process flow, the user is presented with a premise search to obtain the CIS division from the premise. This is then used to call the action method to determine the correct customer service request type and/or process flow type, assuming that the action method has been configured with specific types based on CIS division. The "Move-to-Premise", typically the first step in the start service process, is then presented to the user with the previously selected premise loaded. Further searching from this panel is not allowed. If the chosen premise is not correct, the user needs to exit the current flow and re-initiate the start service process.

Refer to The Start Service Process and Request for specific features of the start service process based on the system configuration used to support multiple jurisdictions.