C.6 Reopen Case

This topic provides the information about the process of reopening a previously closed or on-hold case, including the required conditions and steps within the system.

When the status of a work order is updated from ON HOLD to RELEASED in Work Orders screen, system triggers reopenCase() web service request to update the status of corresponding mapped case in third party system.

This ensures that a work order in hold status is processed further with third party vendor managed systems.

Figure C-8 Work Orders

Description of "Figure C-8 Work Orders"

The processing update of REOPEN case request at the third party system is tracked separately through a FIREHOSE web service scheduled at specific interval using a batch process. For more information, refer Case Updates Received via FireHose WebService section.

If the web service request is successful, a comment is posted on the corresponding account in Customer Service, click Comments tab, with the following details:

• Type = SYSTEM GENERATED
• Sub Type = INBOUND FROM INTERFACE
• Comment = “CASE NO: <<CASE REOPEN UPDATED IN THIRD PARTY INTERFACE>>”
• Comment By = “INTERNAL”
• Comment Dt = Comment Posted date

Figure C-9 Reopen Case

Description of "Figure C-9 Reopen Case"

In case of an error in the web service response received from third party system, following details are posted as a comment against the account with an alert flag and the status of Work Order is not changed.

• Alert = Y
• Type = SYSTEM GENERATED
• Sub Type = INBOUND FROM INTERFACE
• Comment = “CASE NO: <<CASE REOPEN REQUEST NOT UPDATED IN THIRD PARTY INTERFACE>>”
• Comment By = “INTERNAL”
• Comment Dt = Comment Posted date