Stop FA Disconnecting When Really Shouldn't In Back To Back Like Situation (Doc ID 2478733.1)

Last updated on SEPTEMBER 25, 2022

Applies to:

Symptoms

Stop Field Acitivity disconnecting when really shouldn't in Back to Back like situation

When there is someone who has taken responsibility back to before the current customer in order to bill them for a window of time a Start is processed and then a Stop. Because the new customer already has active service the Stop FA is what is shutting off service.

Example:

1. There was a Back to Back already Completed for 1/4/2018 for Account’s A (the Landlord) & B (the Current Tenant)

2. The CSR was trying to Bill Acct C (a tenant that should have been billed but wasn’t) from 8/1/2017 to 1/4/2018 on the same SP

3. The CSR created a Start on 8/1/2017 and a Stop for 1/4/2018 for Acct # C

4. The Associated Stop FA Disconnected Service even though Account B had Active service starting on 1/4/2018 that will be billed from then on

So really there was not a gap in service at all but it still is disconnected just purely because of the FA type that is created by the Stop Service.

EXPECTED BEHAVIOR
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So really there was not a gap in service at all but it still is disconnected just purely because of the FA type that is created by the Stop Service.

STEPS
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The issue can be reproduced at will with the following steps:
1. What we see is that when there is someone who has taken responsibility back to before the current customer in order to bill them for a window of time a Start is processed and then a Stop. Because the new customer already has active service the Stop FA is what is shutting off service.

BUSINESS IMPACT
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Disconnecting active SAs when shouldn't be.

Cause

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