Using the Trouble Info Tab
The Trouble Info tab has four views; the view that is displayed when you open the Trouble Info tab depends on where you launched it from.
View | Description | Toolbar Icon |
|---|---|---|
Lists all calls associated with an event. | ||
Lists all the customers: • Located on or downstream from a given device, when accessed via the Control Tool. • Outaged by a given event, when accessed via the Work Agenda Trouble Event lists. Non-outage events will not list any outaged customers. | ||
Lists all the supply points associated with the event or selected in the Viewer | ||
Depending on where it's accessed from, the AMI Customers view lists all the AMI-enabled meters located on or downstream from a given device or affected by a given event. |
Trouble Info Tab Menus and Toolbar Icons
The Trouble Info tab changes dynamically based on the view. The following tables describe the menus and toolbar actions available in the Trouble Info views.
File Menu
Menu Option | Description | View | Toolbar Icon |
Callers | Changes the Trouble Info tab to the Using the Trouble Info Callers View. | All | |
Customers | Changes the Trouble Info tab to the Using the Trouble Info Customers View. | All | |
Supply Points | Changes the Trouble Info tab to the Using the Trouble Info Supply Points View. | All | |
AMI Customers | Changes the Trouble Info tab to the Using the Trouble Info AMI Customers View. | All | |
Export Table... | Opens a dialog box to allow you to save the current table view data to a comma separated value (csv) file. | All | |
Print | Opens the Print Preview dialog box, allowing you to print the current contents of the current view. | All |
Sort Menu
Menu Option | Description | View |
Sort Dialog... | Opens the Sort Dialog, which allows you to choose the sort columns and type (that is, ascending or descending). | All |
Default | Sorts the table according to the default settings for the view. | All |
Actions Menu
Menu Option | Description | Views | Icon |
|---|---|---|---|
Refresh | Refreshes the data in the current view. | All, except AMI Customers |  |
Call Info... | Opens the Call Info window for the selected call. See Viewing Call Info on page 3-15. | Callers | |
Ungroup | Opens the Ungroup dialog box, allowing you to ungroup the selected calls from the event. | Callers | |
Unassociate | Opens the Unassociate dialog box, allowing you to unassociate the selected calls from this device and (optionally) associate them with a new device. See Unassociating a Call from a Device for more information. | Callers | |
Transfer Call | Opens the Transfer Call dialog box, allowing you to transfer the selected call(s) to a different event. See Transferring a Call to a Different Event on page 3-17 for more information. | Callers | |
Move Customers... | Opens the Move Customers dialog box, allowing you to move selected customers to a new device. See Moving Customers to a Different Device on page 3-21 for more information. | Callers, Customers | |
Show DER Units... | Opens the Customer DER Units dialog box, allowing the user to view relevant information for each customer DER unit. Note: This option will only be enabled if the DER count column is equal or greater than one. | Customers | -- |
Edit Clues... | Opens the Edit Clues dialog box for the selected call. See Editing Call Clues for details. | Callers | |
View | Targets the Viewer on the Supply Point for the selected call. | Supply Points | |
Remove | Removes the selected device from the event. | Supply Points | |
Update Event | Updates the event by saving changes, such as removing a device from an event. | Supply Points | |
AMI Confirm | Requests meter pings from AMI system for the selected customers, if applicable. See Creating AMI Requests on page 3-56 for details. | AMI Customers | |
AMI Load Side | Requests load side connection information from the AMI system for the selected customer. | AMI Customers | -- |
AMI Voltage | Requests a voltage reading from the AMI system for the selected customers. | AMI Customers | -- |
AMI Power History... | Opens the AMI Power History dialog box for the selected customer. Note: If no AMI Power History data exists, a ‘No AMI Meter Power History' dialog box will be displayed. | AMI Customers | |
AMI Load Side History... | Opens the AMI Load Side History dialog box for the selected customer. The table displays the following: • The date the load side connection information was received. • The meter load side connection status. Note: If no AMI Load Side History data exists, a ‘No AMI Meter Load Side History' dialog box will be displayed. | AMI Customers | -- |
AMI Voltage History... | Opens the AMI Voltage History dialog box for the selected customer. The table displays the following: • The date the voltage data was received. • The voltage value. For multiphase meters, this column may contain multiple voltage values. Note: If no AMI Voltage History data exists, a ‘No AMI Meter Voltage History' dialog box will be displayed. | AMI Customers | |
Disable AMI | Disables AMI functionality for the selected meters. This option is only available when Oracle Utilities Network Management System is integrated with Oracle Utilities Smart Grid Gateway. | AMI Customers | |
Enable AMI | Enables AMI functionality for the selected meters. This option is only available when Oracle Utilities Network Management System is integrated with Oracle Utilities Smart Grid Gateway. | AMI Customers |  |
Trouble Info Filter Pane
The Trouble Info table has the following Global filters:
Menu Option | Description |
All | The All filter (default) displays all of the rows in the table. |
All Critical | The All Critical filter displays all rows where the Critical column is populated. |
EMR | The EMR filter displays all rows where the Critical column contains Emergency, Fire, Police, or 911. |
KEY | The KEY filter displays all rows where the Critical column contains Entertainment, Government, Key, Manufacturing, or Transportation. |
MED | The MED filter displays all rows where the Critical column contains Medical, Hospital, Nursing Home, or Life Support. |
SENS | The SENS filter displays all rows where the Critical column is set to Sensitive. |
Using the Trouble Info Callers View
The Trouble Info tab’s Callers view lists all calls associated with an event.
Understanding the Calls Table
The Calls Table lists all calls associated with an event. The table provides the following information:
• The Event # column displays the event number for the call.
• The Clues column displays the trouble code clues received for the call.
• The Device column displays the name of the customer's service device.
• The Name column displays the customer's name.
• The Telephone column displays the customer's telephone number.
• The Date/Time column displays the date and time of the customer's call.
• The Critical column displays the customer type value of the customer.
• The Cmt column displays a Y/N code depending on whether the call contains customer comments or not, respectively.
• The Address column displays the customer's address.
• The Account # field displays the customer's account number.
Understanding the Comments Table
The Comments table displays all customer comments associated with the event. If there is a comment associated with a call, selecting the call in the Calls Table will highlight the comment in the Comments table. The Comments table contains the following information:
• The Name column displays the customer's name.
• The Comment column displays the customer's comment.
Understanding Callers View Actions
The following actions are available using the Callers View:
Viewing Call Info
Detailed information about a logged call is displayed in the Call Info window. An event (represented by a single row in the Work Agenda) can have multiple calls if the calls have been grouped to one event. The Call Info window may be accessed from the Event Details Trouble Info tab. You cannot edit the fields in the Call Info window; they are read only.
To open the Call Info window from the Trouble Info Callers view, select the row of the call you want to display and either click the Call Info... button or select Call Info... from the Actions menu.
Call Info Window
The Call Info window displays the following fields and buttons:
• Account # displays the customer's account number.
• Event Status displays the current status of the event that this call is a part of.
• Telephone displays the customer's phone number.
• Event # displays the number assigned to the event by the system.
• Name displays the customer's name.
• Clues displays the short description representation of the Request drop-down list selections that were entered when the call was logged.
• Address displays the customer's address.
• Reported Start Date displays the date and time the problem began for the customer.
• City displays the customer's city, state and zip code.
• Call Taker ID displays the user name of the person who entered the call.
• Customer Type displays the customer type value for the customer.
• Crew ID displays the name of the crew that has been placed en route to/is onsite at the event, if any.
• Customer Device displays the name of the customer's service device.
• Callback Date displays the date and time of the last callback attempt.
• Callback Result displays the callback result, when applicable
• Zones displays the control zones the customer is located in.
• Customer Comment displays any customer comments that were entered at the time the call was logged.
Buttons
• The Print button opens the Print Preview dialog box, which allows you to print the currently displayed customer call information.
Menus
The Call Info window provides the following menu options.
File Menu
• Print – Opens up the Print Preview dialog box, which allows you to print out the contents of the currently displayed customer call information
• Exit – Closes the Call Info window
Help Menu
The Help menu displays the standard Help and About options.
Ungrouping Calls
You can ungroup calls that were automatically grouped by the system as a result of trouble analysis rules. For example, you would ungroup a call from an event when it is not actually related to the event, but rather should be its own non-groupable event. To ungroup calls, complete these steps:
1. Select the event row in the Work Agenda you want to ungroup and click the Trouble Info... button (). The Event Details Trouble Info tab opens to the Callers view.
2. Select the row in the Calls Table for the call you want to ungroup.
3. Select Ungroup from the Actions menu. The Ungroup dialog box opens with the device related to the event populated in the Device field.
4. Click OK.
• In the Work Agenda, the call is ungrouped and a new event row appears in the Trouble Events list with the appropriate device association.
• In the Work Agenda, the ungrouped call is removed from the # Calls column for the event it was ungrouped from.
Note: Events that are manually ungrouped will not be automatically grouped again by the system. However, you can manually group them again.
Editing Call Clues
You can edit the clues associated with one or more calls, which will cause the event's clues to be changed. You can also enter comments that will be appended to the existing call comments.
To edit clues for a call, complete these steps:
1. Select an event in the Work Agenda with at least one call.
2. Select the Trouble Info button () to open Event Details. Trouble Info tab opens to the Callers view.
3. Select one or more rows in the Calls Table.
4. Click the Edit Clues toolbar button () or select Edit Clues... from the Action menu. The Edit Clues dialog box opens.
5. Use the drop-down lists to select different clues.
6. Enter remarks in the Comments box, if desired.
Note: The Customer Remarks section is view-only.
7. Click OK. The system performs a reprediction to see if the event can now be grouped to other events or be grouped to by other events, based on the updated clues. The system also recalculates the dispatch priority and target response time for any event associated with the modified calls.
Unassociating a Call from a Device
You can move a customer to a different device if you discover the customer is associated with an incorrect device. To move a customer to a different device, complete these steps:
1. Select an event in the Trouble Events list (in the Work Agenda window) with at least one call.
2. Select the Trouble Info button (). The Event Details Trouble Info tab opens to the Callers view.
3. Select a row in the Calls table and select Unassociate from the Actions menu.
Transferring a Call to a Different Event
If you discover that a call relates to an event that is not at the caller's location (for example, if a customer calls to report a problem with a service line going to their neighbor's house), you can move the call.
To move calls to a different event from Event Details, complete these steps:
1. Select an event in the Work Agenda that has calls that need to be moved.
2. Select the Trouble Info button (). The Event Details Trouble Info tab opens to the Callers view.
3. Select one or more rows in the Calls Table that you wish to transfer to another event. You have two options:
a. Select Transfer Call from the Trouble Info tab Actions menu (or the right-click option menu). The Transfer Call dialog box will open. Select the target event's row in the Work Agenda to fill the Event field in the dialog box. Click OK to confirm the transfer or click Cancel to leave the call unchanged.
b. You may drag the selected call row(s) to the event row in the Work Agenda.
To move one or more calls to a different event using the Viewer, complete these steps:
1. Display call symbols by selecting Toggle Call Display on the outage device or selecting the Show All Calls option in the Viewer's Hide / Display dialog box.
2. Drag the call symbol to the desired event location on the Viewer or the event's Work Agenda row.
3. If there are multiple calls associated with a call symbol in the Viewer, you will be asked to confirm the calls you want to move.
4. You will then be asked to confirm the event to move the call(s) to.
5. When dragging to an event symbol on the Viewer, if there is more than one event at the selected target location, all events for the device will be listed and one must be selected.
Using the Trouble Info Customers View
The data shown in the Trouble Info Customers view depends on how it is launched.
• If launched from the Control Tool, it displays all customers located on or downstream from a given device (see Device Options on page 2-56 and Control Tool Actions on page 2-101 for information).
• When Trouble Info is launched from the Work Agenda, the Customers view displays all customers affected by a given event.
Understanding the Customer Table
The Customer Table lists all customers associated with an event or device. The table provides the following information:
• The Device column displays the name of the customer's service device.
• The Phases column displays the phases of the customer's service device.
• The Name column displays the customer's name.
• The Telephone column displays the customer's telephone number.
• The Critical column displays the customer type value.
• The Priority column displays the customer's weighted priority. See Using the Customer Administration Weighted Priority Editor on page 24-68 for more information on weighted priority.
• The Address column displays the customer's address.
• The Account # column displays the customer's account number.
• The DER Count column displays the number of DER units associated with the customer.
• The Event ID column displays any customer associated events.
• The Clues column displays the clues for the outage or event. Only the clues associated with the first customer call will be listed.
• The Call Date column displays the date and time when a customer reported the event. If there are multiple calls from a customer, the first (non-AMI) call will be displayed.
• The Restore Date column displays the most recent time an outage affecting the customer was restored. When Trouble Info is opened for an event, only the restoration times for that event are displayed; if the Restore Date column is empty, then the customer is currently affected by the selected outage event. When Trouble Info is opened for a device, this will also occur if the customer never experienced an outage.
• The Total Calls column display the number of times the customer called.
Customers View Actions
You can perform the following task from the Customers View:
Using the Trouble Info Supply Points View
Depending on where it's accessed from, the Trouble Info Supply Points view lists all of the supply Points located downstream from a given device, or all of the supply points associated with a given event. Open this view by clicking on the Supply Points toolbar button or selecting Supply Points from the File Menu in the Trouble Info Callers or Customers view.
The Supply Points View displays the following fields:
• Event Information
• The Event # field displays the number assigned to the event by the system.
• The Feeder field displays the feeder on which the affected device resides.
• The Event Device field displays the name of the device associated with the event.
• The Device Type field displays the type of device associated with the event.
• Supply Point Summary displays totals for all supply points. (See below for descriptions of the columns in this section.)
• The table below the Supply Point Summary lists the following information for each supply point.
• The Device column displays the name of the customer's service device.
• The # Customers column displays the sum of all customers attached to the supply point.
• The # Emer. column displays the sum of all Emergency, Fire, Police, and 911 customers attached to the supply point.
• The # Med. column displays the sum of all Medical, Hospital, Nursing Home, and Life Support customers attached to the supply point.
• The # Key column displays the sum of all Entertainment, Government, Key, Manufacturing, and Transportation customers attached to the supply point.
• The # Sens. column displays the sum of all the Sensitive customers attached to the supply point.
• The # Critical Total column displays the sum of all critical customers attached to the supply point.
• The Control Zone column displays the supply point's control zone name.
• The Event # column displays the event number for the supply point.
• The Start Date column displays the time the supply point was outaged.
• The Restore Date column displays the time the supply point was restored.
• The Group column displays the pending action for the row:
• TBG – To Be Grouped
• TBU – To Be Ungrouped
• FAIL – Action failed
Use the View button to view a selected device in the Viewer.
Click the Remove button to remove a device from the event.
Click the Update button to save changes.
For information about the Update Event button, see Graphical Grouping (Supply Points Mode) on page 3-43 for more information.
Using the Trouble Info AMI Customers View
Depending upon where it's accessed from, the Trouble Info AMI Customers view lists all the AMI-enabled meters located on/downstream from a given device or affected by a given event. The AMI Customers view is updated automatically; consequently, the Refresh action is not available when this view is selected.
Open this view by clicking on the AMI Customers toolbar button or selecting AMI Customers from the File menu in the Trouble Info Callers or Customers view.
Event Information
Event Information populates the top portion of the AMI Customer View.
• The Event Information field displays the number assigned to the event by the system.
• The list title displays how many AMI Customers are located on/downstream from a given device, affected by a given event, or affected on a given device.
• The Feeder field displays the feeder on which the associated device resides.
• The Event Device field displays the name of the associated device.
• The Device Type field displays the type of the associated device.
Customer Table
The Customer table portion of the AMI Customers View displays information for the individual customers.
• The Device column displays the name of the customer's service device.
• The Phases column displays the phases of the customer's service device.
• The Name column displays the customer's name.
• The Telephone column displays the customer's telephone number.
• The Critical column displays the customer type value of the customer.
• The Address column displays the customer's address.
• The Account # column displays the customer's account number.
• The Meter # column displays the customer's meter number.
• The Meter Type column displays the customer's meter type information. This column is hidden by default.
• The Enabled column displays the status of AMI functionality. A value of "Y" means that AMI functionality is enabled while a value of "N" means that AMI functionality is disabled. An asterisk next to the value (for example, Y*) means that a request to enable or disable AMI functionality is currently in progress for the meter.
• The Status column displays the latest unsolicited meter status received from AMI.
• The Status Date column displays the date of the latest unsolicited meter status.
• The Ping Result column displays the result of the most recent meter ping.
• The Result Date column displays the date of the most recent meter ping result.
• The Load Side column displays the latest load side connection status for the meter (Connected/Disconnected).
• The Voltage column displays the latest voltage reading for the meter. For multiphase meters, this column may contain multiple voltage values.
• The Nominal column displays the meter's nominal voltage value.
• The Request # column displays the index of the last AMI ping request.
• The Request Date column displays the date of the last AMI ping request.
• The Request Type column displays the type of the last AMI ping request (Power, Voltage or Load Side status).
• The Requested By column displays the login name of the user who made the last AMI ping request.
• The Completed By column displays the login name of the user who completed the last AMI ping request.
Related Information
See Working with AMI Requests on page 3-55 for more information.
Viewing AMI Customers for a Device
To view AMI customers for a particular device:
1. Select a device in Viewer and open the device in the Control Tool.
2. Click the AMI Customers… button in the Control Tool. The Event Details Trouble Info tab opens, and the AMI Customers table is populated with the customer information for AMI‑enabled customers on the selected device.
Moving Customers to a Different Device
Trouble Info allows you to move customers to a different device if you discover they are associated with an incorrect device. The Move Customers tool is available from both the Callers and Customers views.
To move customers to a different device, complete these steps:
1. Select one or more customers to move from the Customers view
Notes:
• You can use the Callers view if the customers that you want to move are all also callers.
• To select multiple adjacent customers, click the first customer row and then press the Shift key and click the last customer row.
• To select multiple non-adjacent customers, press the Control key and click each customer row individually.
2. Select Move Customers… from the Actions menu. The Move Customers dialog box appears.
3. Select a device in the Viewer to move the customers to. The New Device field is populated with the device identifier.
4. Click OK. The Move Customers dialog box closes.
Note: If the selected customers were previously moved to a new device, a confirmation dialog box (that is, Overwrite Moved Customers) is displayed. Do one of the following:
• Click Yes to continue and overwrite the existing customer move record.
• Click Cancel to cancel your selection and return to the Move Customers dialog box to select a different device.
• Click No to abort the move completely.
5. The event is then re-analyzed using the new device information. If it does not repredict into the same event, the # Calls and # Customers for the original event are adjusted. Calls may be grouped into another existing event or a new event will be created.
Note: Trouble Info will be updated with the Move Customer information.
Viewing a Customers DER Units
Trouble Info allows a user to view information related to DER units associated to an individual customer. This dialog will show the following information related to DER units, the technology type, phasing, rated size, and voltage. This dialog is only available from the Customers view.
To view DER units for a customer, complete the following steps:
1. Select a single customer in the Customers view that has a DER Count greater than or equal to one.
2. Select Show DER Units... from the Actions menu. The Customer DER Units dialog box appears.
Note: The Show DER Units... option will only be available if the DER Count is greater than or equal to one.
3. The dialog will open showing relevant information for each DER associated to the customer.
4. Click Close. The Customer DER Units dialog box closes.