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How Can A Field Activity Be Put On Hold In CCS? (Doc ID 2766780.1)

Last updated on APRIL 14, 2021

Applies to:

Oracle Utilities Customer Cloud Service - Version 20A and later
Information in this document applies to any platform.

Goal

On : NA version, Meter Data Management

How can a field activity be put on hold in CCS?

A. When a field activity is created in CCS and sent to field it's possible that field crew is unable to work on that field activity due to multiple reasons like - unable to access meter, gate locked, customer not present etc. In such cases field crew might want to inform CCS about what the issue is and CCS user might have to call the customer to reschedule the activity. Till that time the field activity should remain on hold. How can this be achieved in CCS without customization? Can you please provide the steps on how the system should be configured to handle this scenario? Is there specific elements that need to be passed in the inbound communication which can leave the field activity on hold without cancelling or completing it?

B. How can updated comments and instructions be sent back from field to CCS? Is it by sending an inbound communication or through some other process like by calling another web service? If we send inbound communication then it completes the corresponding outbound communication which in turn either completes or cancels the field activity as these are the only 2 allowed statuses (D1CO - Complete, D1CA - Cancel) that can be sent in the inbound communication. In that case the field activity no longer remains in Communication in Progress state.

C. You mentioned about using D1-FARequestAsynchronous web service if we have to update the activity in CCS from field. This web service needs requesterTransactionId as a mandatory input and, in order to update the activity, it tries to find the activity in CCS using this requesterTransactionId. However the adhoc activities created directly in Service Order Management from CCS online doesn't have any requesterTransactionId populated. So if we create an activity in SOM and then try to update this activity from field then from where will we get the requesterTransactionId value?

D. Does it mean if the field activity is created from SOM (CCS online) it can't be updated from field system by calling any service? Update needs to be always initiated manually by user from SOM?
 

Solution

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