Reporting an Outage

When a customer calls to report a service outage, but no outages are displayed for their account or premise, you can report the outage. You use the Report Outage option, available in several places in the Agent Service system, to report an outage. When you click the Report Outage option, the system directs you to your Oracle customer information system (CIS), where you can enter outage details.

The Report Outage option is available from these locations in the Customer Dashboard:

  • The Premises section on the Overview tab
  • The Premises drawer
  • On the Outage Details drawer - This method is available only if there are existing outage messages displayed on the Customer Dashboard. If there are no existing outages, you can't access the Outage Details drawer.

For information about outage data in your CIS, see the "Outage Information" topic in the Business User Guide of your Oracle CIS, which is available in the Oracle Utilities Help Center.

Reporting an Outage from the Customer Dashboard

To report an outage from the Customer Dashboard:

  1. Access the Customer Dashboard for your account.
  2. If there are no existing outages, complete one of these steps:
    • In the Premises section of the Overview tab, if the premise with the outage is displayed, click on the Action menu (…) next to the premise, and then select Report Outage.
    • In the Premises section of the Overview tab, if the premise with the outage is not displayed because there are more than 5 premises, click the View all premises link. Then on the Premises drawer, click the Action button at the top of the drawer and select Report Outage.
  3. If there are existing outages, access the Outage Details drawer using one of these methods, and then click the Action button at the top of the drawer and select Report Outage.
    • From the Customer Dashboard, click the View details link in the outage message at the top of the screen.
    • From the Premises section of the Customer Dashboard Overview tab, click the View details link in the outage message associated with a premise or service point.
    • From the Premises page, click the View details link in the outage message at the top of the screen.
  4. The system directs you to your Oracle CIS, where you can report the outage.

Parent topic: Managing Outages