Back to Back Start/Stop Causes the 'Do Not Stop' SA's to Get Selected For Stopp (Doc ID 611092.1)

Last updated on JULY 24, 2017

Applies to:

PeopleSoft Enterprise Revenue Management Billing - Version: 8.9 - Release: 8.9

Information in this document applies to any platform.

This document was previously published as Customer Connection Solution 706900

Symptoms


When a customer requests one of his Services to be stopped at a premise. If another customer requests the same service to be started at the same location, then the other services that were requested NOT to be stopped get selected to be stopped. In addition, if the customer provided a forwarding address, this information get lost and the original premise address get used.


One customer requests to stop service today, e.g. Electric.
Leaves a forwarding address. on the stop service panel.(Click on the envelope to change source address from premise address to a (forwarding) person address).
The customer has other SA's, e.g. a deposit SA, which he requests not to be stopped....(During testing, Water Service was used as the SA that should not to stopped).
Later on, the same day, another customer calls to start the same service, that is being stopped, at the same address.
So the Start gets initiated. (becoming qualified for a back to back field activity).

At this point, When the first customer's START/STOP Service information is looked at, it could be noticed that the forwarding address is lost, reflecting the original premise address.
Also the SA's that are not supposed to be stopped get selected to be stopped. In this case the water SA that was not selected to be stopped, is requested to be stopped.

Cause

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