About Service Calls
Service calls are created when a customer reports an incident of some kind related to a controllable device installed at their location. Service calls can have different levels of urgency (Emergency or Non-Emergency) and can be used to create a work order to address the incident, or can resolve or escalate a previous service call.
The system provides the following process flow type to support service calls:
-
Digital Asset Program Service Call Process (X1-DAPROGRAMSERVICECALL)
Service calls are initiated from the Current Enrollment zone in the Customer Program Summary portal, and make use of the Process Flow portal and functionality. When the user clicks the Service Call button on the Current Enrollment zone, they are brought to the Process Flow portal where they can enter details of the service call. Service call service tasks are created by the process flow based on data entered by the user. See Creating Program Service Calls Using Process Flow for more information about using the Process Flow portal for service calls. See Process Flows in the Administrative User Guide for general information the process flow functionality.
The service call process is managed by the following service task business object:
- Program Service Call (X1-ProgramServiceCall)
To understand the service call process, it’s important understand the lifecycle of this service task business object. The table below outlines the lifecycle for the above business object.
|
State |
Description |
|---|---|
| Pending | The initial state for service tasks activities. The service task is transitioned to the next state via a monitor process (or as part process flow processing). |
| Validate | The service task is transitioned to the next state via a monitor process. |
| Validation Error | If the service task fails any of the validations in the Pending state, it enters this state. Service tasks in this state can be corrected and retried. |
| Escalated |
This state applies only to service calls with an "Escalation" action. An Enter algorithm creates an "Escalated" To Do entry, based on the Escalation To Do Type defined on the service task type. |
| Work in Progress |
This state applies only to service calls with a "Create a Work Order" action. An Enter algorithm creates a work order based on the selected template work order. The service task remains in this state until the word order and its related work activities are completed (via a Monitor algorithm). |
| Completed | The service task enters this state following either the "Escalated" or "Work in Progress" states. |
| Discarded | Service tasks discarded in previous states enter this state. |
Specifics of the service task, such as the type of work order to creates are defined by the service task type associated with the program for which the customer is initiating the service call. See Understanding Digital Asset Service Task Types in the Administrative User Guide for more information.