Using Service Order Management for Customer Program-Related Field Activities

This section provides information about using Service Order Management functionality for customer program-related field activities.

At a high-level, this process works like this:

1. A Program Enrollment or Program Unenrollment service task creates a service order field activity, based on configuration of the corresponding service task type.
2. The service order field activity creates an outbound communication to send the required information to the field work system.
3. When the field work is completed, the field work system sends a response and the system creates an inbound communication.
4. The inbound communications create completion events as defined on the field task type configured on the service task type.
5. After receiving the inbound communication, the service order field activity executes completion events, which update device location information as appropriate.

Refer to Service Order Overview and Understanding Service Order Management for more information about the service order management functionality.

Note:

Customer Program Management does NOT use Service Order Activities (also referred to Orchestration Activities such as Enable Service, Disable Service and so on). Instead service order field activities are created by customer program service tasks.

See Defining Customer Program Service Order Management Options for information about configuring the system to support service order management.

Customer Program Service Order Field Activities

Service order field activities are specific types of tasks performed by field personnel. When used with Customer Program Management, examples include installing/removing controllable devices or performing a home energy assessment. Service order field activities are created when a service task includes required field work (based on the configuration of the service task type).

Refer to About Service Order Field Activities and Maintaining Activities for more information.

In addition to other data, customer program field activities are defined by the following:

• Program Subscription: The program subscription for which the activity was created.

System Data

Customer program service order field activities are based on the following system data:

Data Type	Description
Maintenance Object	Activity (D1-ACTIVITY)
Business Object(s)	Field Activity (D1-FieldActivity)

Customer Program Outbound Communications

When communicating with field work systems, service order field activities create "two-way" outbound communications to send the required information to the field work system. Outbound communications create outbound messages which are routed to the field work system.

Refer to About Communication Out and Maintaining Communications for more information.

In addition to other data, customer program outbound communications are defined by the following:

• Notes: Any notes obtained by the customer service representative during the program enrollment, unenrollment or program service call
• Transaction Id: The Service Task ID for the program enrollment, unenrollment or program service call
• Eligible Related Programs: A list related programs for which the customer is eligible
  • Program ID: The ID of the related program
  • Information: A description of the related program
• Program Location: The device location associated with the field activity
• Device Details: A list of devices installed at the service point
  • Equipment ID: An external ID for the device
  • Serial Number: The device's serial number
  • NIC Identifier: The device's network identification number
  • Manufacturer: The device's manufacturer
  • Model: The device's model number
  • Installation Date/Time: The date and time at which the device was installed
  • Device Type: The device's device type

  • Service History Information: Valid service history types including the failure and down time information

    Comments: Additional information about the equipment's specific location

System Data

Customer program outbound communications are based on the following system data:

Data Type	Description
Maintenance Object	Communication Out (D1-COMMOUT)
Business Object(s)	Field Activity Outbound Communication (D1-FieldActivityOBComm)

Customer Program Inbound Communications

When the field work is completed, the field work system sends a response to the outbound communication and the system creates an inbound communication.

Refer to About Communication In and Maintaining Communications for more information.

In addition to other data, customer program inbound communications are defined by the following:

• Program Location: The device location associated with the field activity
• Device Details: A list of devices installed at the service point
  • Equipment ID: An external ID for the device
  • Serial Number: The device's serial number
  • NIC Identifier: The device's network identification number
  • Manufacturer: The device's manufacturer
  • Model: The device's model number
  • Installation Date/Time: The date and time at which the device was installed
  • Device Type: The device's device type
  • Action: The action performed based on the field activity, such as "Attach" or "Detach".
  • Comments: Additional information about the equipment's specific location

System Data

Customer program inbound communications are based on the following system data:

Data Type	Description
Maintenance Object	Communication In (D1-COMMIN)
Business Object(s)	Field Activity Inbound Communication (D1-FieldActivityIBComm)

Customer Program Completion Events

Completion events are used to implement the outcome of an activity. They are created by the inbound communication and are executed by the service order field activity.

Refer to About Completion Events for more information.

System Data

Customer program completion events are based on the following system data:

Data Type	Description
Maintenance Object	Completion Event (D1-CEVT)
Business Object(s)	Update Controllable Device Location - FW Completion (X1-UpdateCDL)