About Service Order Activities
Service order activities represent specific service order requests either received from an external system or created from within Oracle Utilities Smart Grid Gateway.
Service order activities are created when specific types of requests for service are received in the system. These activities orchestrate the steps necessary to fulfill the request, based on the current state of the service point related to the request. For example, the system creates an "enable service" activity when a request is made to enable service at a particular service point. This activity examines the current state of the service point, and creates one or more additional activities if appropriate. For example:
- If there is no meter currently installed at the service point, the service order activity would create an "install meter" service order field activity and send it to a field work system.
- If there is a meter installed, but the meter is not currently registered with the head end system, the service order activity might create a "commission meter" smart meter command.
- If the meter is active and commissioned, but not currently connected, the service order activity might create a "remote connect" smart meter command.
- Etc.
Service order requests are typically received from the customer information system such as Oracle Utilities Customer Care and Billing, but can also be created from within Oracle Utilities Meter Data Management or Oracle Utilities Smart Grid Gateway.
The base package provides the following types of service order orchestration activities:
- Enable Service: Used to enable service at a service point.
- Disable Service Used to disable service at a service point.
- Cut for Non-Payment: Used to cut off service at a service point due to non-payment of past due amounts.
- Reconnect Service for Payment: Used to restore service at a service point after receipt of past due payment.
- Exchange Meter: Used to orchestrate the exchange of meters at service point, such as in the event that a customer upgrades their meter.
- Back to Back Service: Used to orchestrate a change of service when the customer at a service point changes (such as when owners/tenants change).
Service order orchestration activities are defined by the following:
- Activity Type: The service order's activity type.
- Service Date/Time: The date and time the service order request was received.
- Service Point: The service point associated with the service order request.
- Service Agreements: A list of one or more service agreements related to the service order request (not used with all service order orchestration activities).
- Request Information: Details of the service order request, including requester and external system information.
- Collection Data Details: Details regarding past due balances (used with Cut for Non-Payment activities only).
- Contact Details (or Customer Information): Contact details for the customer associated with the service order request.
Note: Some service order activities use additional data.
In the event that an active service order activity needs to be updated and/or cancelled, the system also supports the following maintenance service order activities:
- Cancel Orchestration: Used to cancel a currently active service order activity.
- Update Orchestration: Used to update a currently active service order activity.
Service order maintenance activities are defined by the following:
Activity Type: The service order's activity type.
Orchestration Activity: The original orchestration activity related to the maintenance activity.
Related Activity: A specific activity (such as a service order field activity or smart meter command) related to the maintenance activity.
Cancel Reason: The reason for cancelling the original activity (for cancel activities only).
Comments/Instructions: Specific comments and/or instructions applicable to the maintenance activity (for update activities only).
Start Date/Time: The date and time the maintenance activity was initiated (for update activities only).
Request Information: Details of the service order request, including requester and external system information.
Activity Hierarchy: A tree that displays the activity and related activities (including service order field activities and smart meter commands), inbound and outbound communications, and completion events.