Transfer Service Request Needs To Transition From Waiting For Completion To Canceled (Doc ID 2827717.1)

Last updated on MAY 22, 2024

Applies to:

Symptoms

On :CCB 2.8.0.0.0 version, ENV - Environment


Transfer Service request needs to transition from Waiting for Completion to Canceled

ACTUAL BEHAVIOR:
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C1-CSRMP hangs when it’s trying to process a canceled transfer service Customer Service Request (in Waiting for Completion status).

EXPECTED BEHAVIOR:
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Transfer Service request needs to transition from Waiting for Completion to Canceled.

STEPS/DATA SETUP:
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1. Peppermint,Patty lives in ABC Valencia. [Premise ID = 496531xxxx, Account ID = 985569xxxx]
2. Tangerine,Tamara lives in XYZ Mission. [Premise ID = 360405xxxx, Account ID = 645595xxxx]
3. Patty calls and requests a transfer of service to 807 Mission with move-in date of 05/11/2021.
4. A transfer service Customer Service Request is created in CC&B. The request is now on Waiting for Completion status.
5. In the background, CC&B creates the Pending Start SAs for Patty at 807 Mission.
6. CC&B also transitions Tamara’s SAs ABC Valencia to Pending Stop.
7. The following day Patty realizes that she gave the wrong move-to address and calls the utility company to cancel the transfer. Fortunately, the FAs are still Pending and the SAs are still Pending Start/Stop.
8. CSR goes to the Start/Stop page and cancels the transfer. As a result:
  o The FAs are canceled.
  o Patty’s Pending Start SAs XYZ Mission transitioned to Canceled status.
  o Tamara’s Pending Stop SAs for ABC Valencia went back to Active status.
9 . Everything is back to normal at this point.
10. The next task is to ensure that the transfer service Customer Service Request (still in Waiting for Completion status) also gets canceled.
11. The Customer Service Request Periodic Monitor Process (C1-CSRMP) is executed with the following parameters:
• MO – C1-CSREQ
• Restrict by BO – C1-TransferServiceRequest
• Restrict by Status Code – WAIT-FOR-COM

BUSINESS IMPACT:
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No instance affected

Changes

Cause

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