3.3.2.1a ccs.c2m.v2.7.ccb.start premise based service ......oct 23, 2020 · 1.23 search for...
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CCS C2M.V2.7.CCB
3.3.2.1a Start Premise Based Service Using Customer Service Request
Creation Date: July 7, 2020
Last Updated: October 23, 2020
3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request
2 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
Copyright © 2020, Oracle. All rights reserved. This document is provided for information purposes only and the contents hereof are subject to change without notice. This document is not warranted to be error-free, nor subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We specifically disclaim any liability with respect to this document and no contractual obligations are formed either directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without our prior written permission. Oracle, JD Edwards, PeopleSoft, and Siebel are registered trademarks of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners.
3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request
3 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
Contents
BRIEF DESCRIPTION ..................................................................................................................................................................................................................................................... 4 BUSINESS PROCESS MODEL PAGE 1 .............................................................................................................................................................................................................................. 5 BUSINESS PROCESS MODEL PAGE 2 .............................................................................................................................................................................................................................. 6 BUSINESS PROCESS MODEL PAGE 3 .............................................................................................................................................................................................................................. 7 BUSINESS PROCESS MODEL PAGE 4 .............................................................................................................................................................................................................................. 8 BUSINESS PROCESS MODEL PAGE 5 .............................................................................................................................................................................................................................. 9 BUSINESS PROCESS MODEL PAGE 6 ............................................................................................................................................................................................................................ 10 BUSINESS PROCESS MODEL PAGE 7 ............................................................................................................................................................................................................................ 11 BUSINESS PROCESS MODEL PAGE 8 ............................................................................................................................................................................................................................ 12 BUSINESS PROCESS MODEL PAGE 9 ............................................................................................................................................................................................................................ 13 BUSINESS PROCESS MODEL PAGE 10 .......................................................................................................................................................................................................................... 14 BUSINESS PROCESS MODEL PAGE 11 .......................................................................................................................................................................................................................... 15 DETAIL BUSINESS PROCESS MODEL DESCRIPTION ............................................................................................................................................................................................................. 16 TEST DOCUMENTATION RELATED TO THE CURRENT PROCESS .............................................................................................................................................................................................. 55 DOCUMENT CONTROL ................................................................................................................................................................................................................................................ 56 ATTACHMENTS ......................................................................................................................................................................................................................................................... 57
Customer Service Request: ............................................................................................................................................................................................................................... 57
3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request
4 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
Brief Description Business Process: 3.3.2.1a C2M.CCB.Start Premise Based Service using a Customer Service Request (Retailer) Process Type: Sub-Process Parent Process: 3.3.2 C2M.CCB-MDM.Manage Service Agreement (Retailer) Sibling Processes: 3.3.1.1a C2M.CCB.Establish Person and/or Account for Customer Service Request; 3.3.2.5 C2M.CCB.Manage Consumer Contracts; 3.3.3.2 C2M.CCB.Determine Customer Deposits (Cash, Non-cash,3rd Party); 5.1.5.1a C2M.CCB.Manage Metered Site; 5.1.5.2a C2M.CCB.Manage Unmetered Site; 3.4.1.1 C2M.CCB.Manage Customer Contacts This business process depicts scenarios when customers have contacted the service provider to request service, or make changes to existing service and service request. The Customer Service Request could be initiated manually or received as a request from the third party application. This process describes how the Customer Service Request processes captured information and enables application create, maintain, and remove Consumer Contracts. It also describes creation and/or update of Service Request Person, Service Request Account, Service Request Premise and Service Request Service Location associated with specific Service Request.
3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request
5 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
Business Process Model Page 1 3.3.2.1a CCS.C2M.v2.7.CCB Start Premise Based Service using Customer Service Request
C2M(CCB)
Oracle Integration
Cloud
Customer or 3rd Party
Application User
3rd Party Application
Request New Service
PROCESS
ACTIVITY
SUB-PROCESS
__________
PRODUCTS
UGBU
PRODUCT FAMILY
CCS/C2M
PRODUCT LINE/RELEASE
PM URM Team
CREATED BY
BPE APPROVAL
__________
PRODUCT LINE APPROVAL
3.3.2.1a CCS.C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request.vsdx
FILENAME
Page 1
Page Number
9/28/2020
REVISED
Oracle Proprietary and ConfidentialCopyright © 2020, Oracle. All rights reserved.
3.3.2.1a CCS.C2M Start Premise Based Service Using CSR
1.2Capture Supply and Customer
Information
1.10Request More
Information about a Specific Product
1.5Identify Eligible
Products
1.3Request a list of Eligible Products
1.7Process and
Present a list of Eligible Products for the Customer
to Select
1.9Request More
Information About Product
1.12Identify Product Attributes for a
Specific Product
1.14Process and
Present the list of Product Attributes
1.8Review Eligible
Products and
Details
Additional Product
Information?
Yes
No
1.1Provide Supply
Address and Customer
Information
1.15Request Service
with Selected Product
1.16Request Create and Activate CS
Request
1.18Add Customer
Service Request
1.4REST Adapter
Request
1.6REST Adapter
Response
1.11REST Adapter
Request
1.13REST Adapter
Response
1.17REST Adapter
Request
1.20Notify Customer
New Service Application Status
1.21Receive
Notification
1.19REST Adapter
Response
Page 3
3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request
6 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
Business Process Model Page 2
Select Product
Create Customer Service Request
3.3.2.1a CCS.C2M.v2.7.CCB Start Premise Based Service using Customer Service Request
C2M(CCB)
CSR or Authorized
User
Customer
External Credit Bureau
Gather Customer Service Request Information
1.26Create CS
Request in Draft Status
Request New Service
New CS Request?
Yes
1.39Populate CS
Request Contract Required Data
1.41Create CS
Request Contract in Pending Status
Page 3
1.22Confirm Request
Applicability
1.24Select CS Request
Type
1.25Populate Required Data and Request
Create CS Request
1.313.3.1.1a C2M
Establish Person and/or Account for Customer Service
Request
1.29Create CS Request
Premise5.1.5.1a
C2M.CCB.Manage Metered Site
1.47Request Add CS Request
Contract Product
1.48Create CS
Request Contract Product in Pending
Status
1.46Populate CS
Request Contract Product Required
Data
1.37Request Add CS Service Location
5.1.5.1a C2M.CCB.Manage
Metered Site
1.51Review CS Request in Draft Status
1.28Determine
Supply Address
1.36Search and
Determine the Unique Market
Identifier
1.30Evaluate Customer
1.38Determine and Select
Contract Type
1.45Select Eligible
Product for Contract
1.5Identify Eligible
Products for Contract
Edit CS Request?
1.27
Yes
No
CS Request Contract Exists?
No
1.42Populate CS
Request Contract Required Data
Yes
1.43Request Update
CS Request Contract
1.40Request Add CS Request Contract
1.44Update CS
Request Contract in Pending Status
1.50Request Update CS
Service Location5.1.5.1a
C2M.CCB.Manage Metered Site
1.49Populate Contract
and Contract Product Data
Determine Supply
Address?
Yes
Gather Customer
Information?
Yes
No
Check Credit Score?
No
1.32Request Credit Review From
External Credit Bureau
Yes
Determine Unique Market
Identifier
Yes
1.27Review
CS Request
Initial Draft
1.27
No
Determine Contract Type?No
Yes
Determine Eligible
Product?
No
Yes
No
Update CS Service
Location?
Yes
No
1.33Provide External
Credit Score Information
1.34Receive Results From External Credit Bureau
Expire CS Request?
1.52Request Transition
to Expire CS Request
1.53 Transition CS
Request to Expire Status
1.35Evaluate External
Credit Bureau Results
1.23Search for Existing
CS Request
1.35.13.3.3.2 C2M.CCB.
Determine Customer Deposits
(Cash, Non-cash,3rd Party)
No
PROCESS
ACTIVITY
SUB-PROCESS
__________
PRODUCTS
UGBU
PRODUCT FAMILY
CCS/C2M
PRODUCT LINE/RELEASE
PM URM Team
CREATED BY
BPE APPROVAL
__________
PRODUCT LINE APPROVAL
3.3.2.1a CCS.C2M.v2.7.CCB.Start Premise Based Service Using
Customer Service Request.vsdx
FILENAME
Page 1
Page Number
10/22/2020
REVISED
Oracle Proprietary and ConfidentialCopyright © 2020, Oracle. All rights reserved.
3.3.2.1a CCS.C2M Start Premise Based Service Using CSR
Page-11
3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request
7 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
Business Process Model Page 3
3.3.2.1a CCS.C2M.v2.7.CCB Start Premise Based Service using Customer Service Request
C2M(CCB)
CSR or Authorized
User
Customer
Activate
Wait for Cooling Off
period?
Wait for Other CS Requests? Opting Out?
Wait for Modification/
Withdrawal CS Requests?
Cancel?
Activate Customer Service Request
Process CS Request Person
1.56Set Activation
Date
1.573.3.1.1a C2M
Establish Person and/or Account for Customer Service
Request
Process CS Request Account
1.583.3.1.1a C2M
Establish Person and/or Account for Customer Service
Request
Process CS Request Premise
1.595.1.5.1a
C2M.Manage Metered Site
Process CS Request Contract
1.603.3.2.5
C2M.Maintain Consumer Contracts
Process CS Request Contract Product
1.613.3.2.5
C2M.Maintain Consumer Contracts
1.63Create To Do
Entry
Activate CS Request?
1.54Request Transition
to Activate CS Request
Yes
1.67Review ActivateStatus
1.68Request Transition to Wait for Cooling Off Period Status
1.69Request Transition to Wait for Other
CS Request Status
1.70Request Transition
to Opting Out Status
1.73Request Transition
to Wait for Modification/Withdrawal Requests
1.75Request Transition
to Cancel CS Request
Yes Yes Yes Yes Yes
No No No No
Successful?
1.64Transition CS
Request to Wait for Cooling Off Period Status
1.65Transition CS
Request to Wait for Other CS
Requests Status
1.71Transition CS
Request to Opting Out Status
1.74Transition CS
Request to Wait for Modification/Withdrawal
Requests Status
No
Yes
1.76Transition CS
Request to Cancelled Status
1.55Transition CS
Request to Activate Status
1.62Transition CS
Request to Activation Error
Status
Customer Opts Out Of New Service
Auto transition to Wait for Cooling Off
Period?
1.64Transition CS
Request to Wait for Cooling Off Period Status
Yes
1.65Transition CS
Request to Wait for Other CS
Requests Status
Transition to Wait for Other CS Requests
Status
No
Yes
P82.37
P41.81
P41.87
1.51No
1.66Transition CS
Request to Activation Setup
Status
No
No Page5
1.66Transition CS
Request to Activation Setup
Status
Page 2
1.72Opt out of Alteration
P41.77
Alteration to CS Request
Exists?Yes
No
1.55
Page 1
PROCESS
ACTIVITY
SUB-PROCESS
__________
PRODUCTS
UGBU
PRODUCT FAMILY
CCS/C2M
PRODUCT LINE/RELEASE
PM URM Team
CREATED BY
BPE APPROVAL
__________
PRODUCT LINE APPROVAL
3.3.2.1a CCS.C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request.vsdx
FILENAME
Page 1
Page Number
10/23/2020
REVISED
Oracle Proprietary and ConfidentialCopyright © 2020, Oracle. All rights reserved.
3.3.2.1a CCS.C2M Start Premise Based Service Using CSR
P92.55
Page-11
Page5
3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request
8 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
Business Process Model Page 4 3.3.2.1a CCS.C2M.v2.7.CCB Start Premise Based Service using Customer Service Request
C2M(CCB)
CSR or Authorized
User
Customer
Opting Out
P31.55
Wait for Modification/
Withdrawal CS Requests?
Cancel?Activation Setup?Opted out?
1.77Review Opting
Out Status
1.80Request Transition
to Activate CS Request
1.78Request Transition
to Opted Out Of Alteration
Wait for Modification/
Withdrawal CS Requests?
Opting out?Wait for other CS Requests? Cancel?
1.82Review Cooling
off Period Status
No No No
1.83Request Transition to Wait for Other
CS Request
1.84Request Transition
to Wait for Modification/
Withdrawal CS Requests
1.85Request Transition
to Opting Out
1.86Request Transition
to Cancel CS Request
YesYes Yes Yes Yes
1.88Review Wait for
Other CS Request(s) Status
No
1.89Request Transition
to Wait for Modification/
Withdrawal CS Requests
1.91Request Transition
to Cancel CS Request
1.90Request Transition to Activation Setup
Yes YesYes
No
1.65Transition CS
Request to Wait for Other CS
Requests Status
1.79Transition CS
Request to Opted Out Status
1.74Transition CS
Request to Wait for Modification/
Withdrawal Requests Status
1.71Transition CS
Request to Opting Out Status
1.72Opt out of Alteration
1.77
Yes
1.74Transition CS
Request to Wait for Modification/
Withdrawal Requests Status
1.66Transition CS
Request to Activation Setup
Status
1.76Transition CS
Request to Cancelled Status
1.76Transition CS
Request to Cancelled Status
1.66Transition CS
Request to Activation Setup
Status
No
P82.37
P82.37
P51.92
P51.92
Activate?
Yes
Wait for Cooling Off Period
Alteration to CS Request
Exists?
Wait for Other CS Requests
1.77NoNo No
Customer Opts Out Of New Service
1.81Wait for Cooling off period Expiry
Scheduler CS Request Monitor
P31.55
Cooling Off Period
Expired?
No
1.65Transition CS
Request to Wait for Other CS
Requests Status
1.88Yes
P112.74
1.87Wait for Other CS
Request(s)
Scheduler CS Request Monitor
Other CS Requests to
Process?
1.66Transition CS
Request to Activation Setup
Status
P51.92No
No
Yes
PROCESS
ACTIVITY
SUB-PROCESS
__________
PRODUCTS
UGBU
PRODUCT FAMILY
CCS/C2M
PRODUCT LINE/RELEASE
PM URM Team
CREATED BY
BPE APPROVAL
__________
PRODUCT LINE APPROVAL
3.3.2.1a CCS.C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request.vsdx
FILENAME
Page 1
Page Number
9/28/2020
REVISED
Oracle Proprietary and ConfidentialCopyright © 2020, Oracle. All rights reserved.
3.3.2.1a CCS.C2M Start Premise Based Service Using CSR
Page-11 Page-11
3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request
9 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
Business Process Model Page 5 3.3.2.1a CCS.C2M.v2.7.CCB Start Premise Based Service using Customer Service Request
C2M(CCB)
CSR or Authorized
User
NoNo
No
PROCESS3.3.2.1 C2M.CCB.Start Premise Based
Service
ACTIVITY
SUB-PROCESS
__________
PRODUCTS
UGBU
PRODUCT FAMILY
CS/C2M
PRODUCT LINE/RELEASE
PM URM Team
CREATED BY
BPE APPROVAL
__________
PRODUCT LINE APPROVAL
CS Request
FILENAME
Page 5
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10/1/2020
REVISED
Oracle Proprietary and ConfidentialCopyright © 2019, Oracle. All rights reserved.
Process CS Request Premise
1.925.1.5.1a
C2M.CCB.,Manage Metered Site
1.93Apply On
Activation Add Contract Rules
2.1Apply Service Location Add
Contract Rules for Contract Product
1.95Start Non-Premise
Based Service Agreement
2.2Start Service
Agreement for Existing
Registration Point
Perform CS Request Service Location Actions
Yes
2.4Create To Do
Entry
Successful?
No
2.4Create To Do
Entry
Successful?
No
2.3Transition CS
Request to Activation Setup
Error Status
Yes
2.5Transition CS
Request to Initiate Service Location Actions Status
2.7Transition CS
Request to Initiate Service Location
Action Error Status
2.9Transition CS
Request to Wait for Service
Location Actions Status
Yes
P102.64
Activation Setup Initiate Service Location Actions
On Activation Add Contract Rules Exist?
Service Location Add
Contract Rules Exist?
Yes
2.8Activate CS
Request Service Location(s)
5.1.5.1a C2M.CCB..Manage
Metered Site
2.6Initiate CS
Request Service Location
Processing
Page3
Page6
Create Milestone(s)?
Create SA(s)?
Yes
On Activation Remove
Contract Rules Exist?
Service Location Remove
Contract Rules Exist?
1.96Apply On
Activation Remove Contract Rules
1.98Apply Service
Location Remove Contract Rules for Contract Product
1.94Create Contract
Milestone(s)No
Yes
No
No No
Yes Yes
Expire Milestone(s)?
1.97Expire Contract
Milestone(s)
Yes
No
Registration Point Exists for
Related CS Request Contract Product?
Yes
Registration Point Exists for
Consumer Contract
Product(s)?
1.99Stop Service
Agreement Linked to Existing
Registration Point
Yes
No
Service Location not
related to Registration
Point?
Yes
Service Location not
related to Registration
Point?
Yes
No
No
Page 9
3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request
10 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
Business Process Model Page 6 3.3.2.1a CCS.C2M.v2.7.CCB Start Premise Based Service using Customer Service Request
C2M(CCB)
CSR or Authorized
User
Request Withdraw Service Location(s)
Wait for Service Location Actions
YesYes Yes Yes
Manual Alteration?
Wait for Modification
Withdrawal CS Requests?
Withdraw Waiting Service Location Actions?
Notify User Modification
Required
Notify Customer
Modification Required
Cancel?
2.26Reset Modification
Wait Details
2.165.1.5.1a
C2M.CCB.Manage Metered Site
2.19Create To Do Notify User Modification
Required
2.22Notify Customer
Modification Required
2.12Review Wait for Service Location Actions Status
2.24Request Transition
to Manual Alteration
2.25Transition CS
Request to Manual Alteration Status
2.13Request Transition
to Wait for Modification/Withdrawal Requests
1.74Transition CS
Request to Wait for Modification/
Withdrawal Requests Status
No
Yes
P82.37
2.14Request Transition
to Withdraw Waiting Service Location Actions
2.15Transition CS
Request to Withdraw Waiting Service Location Actions Status
2.17Request Transition
to Notify User Modification
Required
2.18Transition CS
Request to Notify User Modification Required Status
2.20Request Transition to Notify Customer
Modification Required
2.21Transition CS
Request to Notify Customer
Modification Required Status
2.27Request Transition
to Cancel CS Request
1.76Transition CS
Request to Cancelled Status
Yes
No No No No
Monitor CS Request Service Location Status
Yes
1.74Transition CS
Request to Wait for Modification/
Withdrawal Requests Status
1.74Transition CS
Request to Wait for Modification/
Withdrawal Requests Status
1.74Transition CS
Request to Wait for Modification/
Withdrawal Requests Status
P82.37
P82.37 P8
2.37
Are All CS Request Service
Locations in Final Status?
Scheduler CS Request Monitor
2.11Transition CS
Request to Completion Setup
Status
P31.55
No
No
CS Request Service
Location in Final Status
2.10Evaluate CS
Request Service Location Status
Require Objection Withdraw (From CS
Request Service Location)
2.233.4.1.1 C2M.CCB.Manage Customer
Contacts
Require Customer Notification (From
CS Request Service Location)
Require User Notification (From
CS Request Service Location)
Page5
Require Wait for Ineligible Product
(From CS Request Service Location)
User Withdraws All Service Location
Requests
Customer Contact Exists?
No Yes
Page7
PROCESS
ACTIVITY
SUB-PROCESS
__________
PRODUCTS
UGBU
PRODUCT FAMILY
CCS/C2M
PRODUCT LINE/RELEASE
PM URM Team
CREATED BY
BPE APPROVAL
__________
PRODUCT LINE APPROVAL
3.3.2.1a CCS.C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request.vsdx
FILENAME
Page 1
Page Number
10/1/2020
REVISED
Oracle Proprietary and ConfidentialCopyright © 2020, Oracle. All rights reserved.
3.3.2.1a CCS.C2M Start Premise Based Service Using CSR
Page-11
3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request
11 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
Business Process Model Page 7 CCS Start Premise Based Service using CSR
C2M(CCB)
CSR or Authorized
User
PROCESS3.3.2.1 C2M.CCB.Start Premise Based
Service
ACTIVITY
SUB-PROCESS
__________
PRODUCTS
UGBU
PRODUCT FAMILY
CCS/C2M
PRODUCT LINE/RELEASE
PM URM Team
CREATED BY
BPE APPROVAL
__________
PRODUCT LINE APPROVAL
Start Premise Based Service using a CSR v.10.vsdx
FILENAME
Page 7
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10/1/2020
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Oracle Proprietary and ConfidentialCopyright © 2019, Oracle. All rights reserved.
Cancel New Contract if no Service Location
No
No
No
No
Completion Setup
2.29Apply On
Completion Add Contract Rules
2.31Apply On
Completion Remove Contract
Rules
Check Eligibility of Forced Move Out Contracts
Create a CS Request to change to the Intended Product
Successful?
2.36Transition CS
Request to Completed Status
2.4Create To Do
Entry
2.35Transition CS
Request to Completion Setup
Error Status
Yes
No
Take No Further Action
P102.68
On Completion Add Contract Rules Exist?
Yes
2.28Evaluate Contract
Product Component Rules
Previous Customer
Forced Move Out?
No
2.34Create ‘Change’
CS RequestYes
Intended Contract
Product Exists?
2.34Create ‘Change’
CS RequestYes
2.333.3.2.5
C2M.Maintain Consumer Contracts
No
All CS Request Contract Products
Cancelled?
Yes
No
On Completion Remove
Contract Rules Exist?
Yes
Create Adjustment?
2.304.1.1.1
C2M.CCB.Manage Adjustment and
Adjustment Approval
Yes
Create Adjustment?
2.324.1.1.1
C2M.CCB.Manage Adjustment and
Adjustment Approval
Yes
Page6
3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request
12 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
Business Process Model Page 8 CCS Start Premise Based Service using CSR.
C2M(CCB)
CSR or Authorized
User
Wait for Modification and Withdrawal Request Period
2.38Transition CS
Request to Automatic
Modification Status
Modification Wait Period
Expired?
2.37Wait for
Modification and Withdrawal Requests
1.65Create To Do
Entry
2.38Transition CS
Request to Automatic
Modification Status
2.26Reset Modification
Wait Details
Automatic Modification
Request Withdraw Service Location(s)
Yes
Yes Yes Yes
Automatic Modification?
Withdraw Waiting Service
Location Actions?
Notify Designated
User Modification Required?
Notify Customer? Cancel?
Yes
2.41Modify Contract
Products for Action Issues
2.25Reset Modification
Wait Details
2.39ReviewWait for
Modification/
Withdrawal
RequestsStatus
2.40Request Transition
to Automatic Modification
2.51Request Transition
to Withdraw Waiting Service Location Actions
2.52Request Transition
to Notify User Modification
Required
2.53Request Transition to Notify Customer
Modification Required
2.54Request Transition
to Cancel CS Request
2.49Request Transition
to Manual Alteration
2.19Create To Do Notify User Modification
Required
2.22Notify Customer
Modification Required
2.15Transition CS
Request to Withdraw Waiting Service Location Actions Status
2.18Transition CS
Request to Notify User Modification Required Status
2.21Transition CS
Request to Notify Customer
Modification Required Status
1.76Transition CS
Request to Cancelled Status
1.74Transition CS
Request to Wait for Modification/
Withdrawal Requests Status
1.74Transition CS
Request to Wait for Modification/
Withdrawal Requests Status
2.37 2.37
No No No
2.25Transition CS
Request to Manual Alteration Status
2.50Complete To Do
Entry
Successful?
2.42Transition CS
Request to Automatic
Modification Error Status
No
Yes
P102.66
P31.55P3
1.55
2.165.1.5.1a
C2M.CCB.Manage Metered Site
Scheduler CS Request Monitor
No
Yes 2.41
1.74Transition CS
Request to Wait for Modification/
Withdrawal Requests Status
2.37
2.233.4.1.1 C2M.CCB.Manage Customer
Contacts
Customer ContactExists?
No
Yes
2.453.3.2.5
C2M.CCB.Manage Consumer Contracts
Consumer Product
Ineligible?
2.43Mark and Request Cancel Ineligible
CS Request Contract Product
No
Yes
2.46Create CS
Request Contract Product for New Eligible Contract
Product
2.453.3.2.5
C2M.CCB.Manage Consumer Contracts
2.44Request Update to
Cancel CS Request Contract
Product
2.47Request Add CS Request Contract
Product
Modify CS Request Contract Product?
Yes
No
Manual Alteration
Modify CS Request Service Location
2.48Add Service
Location5.1.5.1a
C2M.CCB.Manage Metered Site
Yes
No
Process Manual
Alteration?No
Yes
No
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PRODUCTS
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PRODUCT LINE/RELEASE
PM URM Team
CREATED BY
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13 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
Business Process Model Page 9 CCS Start Premise Based Service using CSR
C2M(CCB)
CSR or Authorized
User
Customer
Activation Error
PROCESS3.3.2.1 C2M.CCB.Start Premise Based
Service
ACTIVITY
SUB-PROCESS
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PRODUCTS
UGBU
PRODUCT FAMILY
C2M.V2.7.CCB
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2.55Review
Activation Error
Status
Cancel?Activate?
Wait for Modification/
Withdrawal CS Requests?
Opting Out?
2.56Request Transition
to Activated
Yes2.57
Request Transition to Wait for
Modification/Withdrawal CS
Requests
2.58Request Transition
to Opting Out
2.59Request Transition
to Cancel CS Request
Yes Yes Yes
No No No
P31.55
1.71Transition CS
Request to Opting Out Status
1.74Transition CS
Request to Wait for Modification/Withdrawal CS
Requests Status
2.50Complete To Do
Entry
2.50Complete To Do
Entry
2.50Complete To Do
Entry
2.50Complete To Do
Entry
1.76Transition CS
Request to Cancelled Status
P82.37
No
Customer Opts Out
1.72Opt out of Alteration
P41.77
Alteration to CS Request
Exists?Yes
No
P31.55
Activation Setup Error
Yes
P51.92
Activation Setup?
Wait for Modification/
Withdrawal CS Requests?
Cancel?
Yes Yes2.62
Request Transition to Wait for
Modification/Withdrawal CS
Requests
2.61Request Transition to Activation Setup
2.63Request Transition
to Cancel CS Request
No No
2.50Complete To Do
Entry
1.74Transition CS
Request to Wait for Modification/Withdrawal CS
Requests Status
1.76Transition CS
Request to Cancelled Status
2.50Complete To Do
Entry
2.50Complete To Do
Entry
P82.37
2.60Review
Activation Setup Error
Status
1.66Transition CS
Request to Activation Setup
Status
No
P112.75
P112.75
3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request
14 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
Business Process Model Page 10 CCS Start Premise Based Service using CS Request
C2M(CCB)
CSR or Authorized
User
PROCESS3.3.2.1 C2M.CCB.Start Premise Based
Service
ACTIVITY
SUB-PROCESS
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PRODUCTS
UGBU
PRODUCT FAMILY
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PRODUCT LINE/RELEASE
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PRODUCT LINE APPROVAL
CS Request
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Initiate Service Location Actions?
Wait for Modification/
Withdrawal CS Requests?
Cancel?
2.64Review Initiate Service Location Action Error
Status
No No
2.66Request Transition
to Wait for Modification/
Withdrawal CS Requests
2.65Request Transition to Initiate Service Location Actions
2.67Request Transition
to Cancel CS Request
Yes Yes Yes
2.50Complete To Do
Entry
1.74Transition CS
Request to Wait for Modification/Withdrawal CS
Requests Status
1.76Transition CS
Request to Cancelled Status
2.50Complete To Do
Entry
2.50Complete To Do
Entry
P82.37
P52.6
2.5Transition CS
Request to Initiate Service Location Actions Status
No
Initiate Service Location Action Error Completion Error
Completion Setup? Cancel?
2.68Review
Completion Error Status
No
2.69Request Transition
to Completion Setup
2.50Complete To Do
Entry
Yes
2.10Transition CS
Request to Completion Setup
Status
P72.28
2.70Request Transition
to Cancel CS Request
1.76Transition CS
Request to Cancelled Status
Yes
2.50Complete To Do
Entry
No
Automatic Modification Error
Automatic Modification?
Wait for Modification
Withdrawal CS Requests?
Cancel?
2.71Review
Automatic Modification Error Status
2.72Request Transition
to Automatic Modification
Yes
No No
2.73Request Transition
to Wait for Modification/
Withdrawal CS Requests
P82.37
Yes
2.74Request Transition
to Cancel CS Request
1.76Transition CS
Request to Cancelled Status
2.50Complete To Do
Entry
2.50Complete To Do
Entry
2.50Complete To Do
Entry
Yes
P82.41
No
1.74Transition CS
Request to Wait for Modification/Withdrawal CS
Requests Status
P112.75
P112.75
P112.75
2.38Transition CS
Request to Automatic
Modification Status
3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request
15 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
Business Process Model Page 11
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C2M(CCB)
CSR or Authorized
User
2.75Review
CS Request Related Entities
CS Request Premise(s)
Pending Status Exists?
CS Request Person(s)
Pending Status Exists?
2.80Request Discard
CS Request Premise(s)
2.815.1.5.1a
C2M.CCB.Manage Metered Site
Yes
CS Request Account(s)
Pending Status Exists?
No No
CS Request Contract(s)
Pending Status Exists?
CS Request Contract
Product(s) Pending Status
Exists?
CS Request Service
Location(s) Pending Status
Exists?
2.76Request Discard
CS Request Person(s)
2.78Request Discard
CS Request Account(s)
2.82Request Discard
CS Request Contract(s)
2.84Request Discard
CS Request Contract
Product(s)
2.86Request Discard
CS Request Service
Location(s)
Yes Yes YesYesYes
No No No Take No Further ActionNo
2.773.3.1.1a
C2M.CCB.Establish Person and/or
Account for Customer Service
Request
2.793.3.1.1a
C2M.CCB.Establish Person and/or
Account for Customer Service
Request
2.833.3.2.5
C2M.CCB.Manage Consumer Contracts
2.853.3.2.5
C2M.CCB.Manage.Consumer Contracts
2.875.1.5.1a
C2M.CCB.Manage Metered Site
Notify Customer of Cancellation?
Yes
No
2.883.4.1.1 C2M.CCB.Manage Customer
Contacts
PROCESS
ACTIVITY
SUB-PROCESS
__________
PRODUCTS
UGBU
PRODUCT FAMILY
CCS/C2M
PRODUCT LINE/RELEASE
PM URM Team
CREATED BY
BPE APPROVAL
__________
PRODUCT LINE APPROVAL
3.3.2.1a CCS.C2M.v2.7.CCB.Start Premise Based Service Using
Customer Service Request.vsdx
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16 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
Detail Business Process Model Description 1.1 Provide Supply Address and Customer Information Actor/Role: Customer or 3rd Party Application User Description: The Customer or a 3rd Party Application User will provide the Supply Address and Customer Information to request a new service 1.2 Capture Supply and Customer Information Actor/Role: 3rd Party Application Description: The 3rd Party Application will capture the Supply Address and Customer Information. 1.3 Request a list of Eligible Products Actor/Role: 3rd Party Application Description: The 3rd Party Application will request for a list of Eligible Products based on the captured information from the C2M system 1.4 REST Adapter Request Actor/Role: Oracle Cloud Integration Description: The Oracle Cloud Integration will capture the request from the 3rd Party Application and pass it to the C2M system. 1.5 Identify Eligible Products Actor/Role: C2M(CCB) Description: The C2M(CCB) will identify the list of eligible products for the provided supply address, customer information and eligibility criteria. The eligibility criteria could consider Consumer Contract Products that include Contract Rules to create:
- Premise Based Services - Non-Premise Based Services - Contract Milestones - Adjustments - NBB Service Agreements
Available Plug-In(s)
C1-RetElPdCT - Retrieve List of Eligible Products for a Contract Type
C1-ConsumerContractType - Consumer Contract Type C1-ConsumerProduct - Consumer Product
3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request
17 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
Business Object Entities to Configure 1.6 REST Adapter Response Actor/Role: Oracle Cloud Integration Description: The Oracle Cloud Integration will respond with the list of eligible products. 1.7 Process and Present a list of Eligible Products for the Customer to Select Actor/Role: 3rd Party Application Description: The 3rd Party Application will present a list of Eligible Products for the Customer to Select. 1.8 Review Eligible Products and Details Actor/Role: Customer or 3rd Party Application User Description: The Customer or a 3rd Party Application User will review the eligible products. The Customer or User may choose to request for Additional Product Information or Request a Service with a Selected Product. 1.9 Request More Information About Product Actor/Role: Customer or 3rd Party Application User Description: The Customer or a 3rd Party Application User will select a product and request for more information about the selected product. 1.10 Request More Information About Specific Product Actor/Role: 3rd Party Application Description: The 3rd Party Application will request for more information about the specific product. 1.11 REST Adapter Request Actor/Role: Oracle Cloud Integration Description: The Oracle Cloud Integration will capture the request from the 3rd Party Application and pass it to the C2M system.
C1-ConsumerProductVersion - Consumer Product Version
Consumer Contract Type Consumer Product Consumer Product Version Characteristic Type
3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request
18 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
1.12 Identify Product Attributes for a Specific Product Actor/Role: C2M(CCB) Description: The C2M(CCB) will identify product attributes for the selected product. Available Plug-In(s) Business Object Entities 1.13 REST Adapter Response Actor/Role: Oracle Cloud Integration Description: The Oracle Cloud Integration will respond with the list of product attributes. 1.14 Process and Present the List of Product Attributes Actor/Role: 3rd Party Application Description: The 3rd Party Application will present the list of product attributes. 1.15 Request Service with Selected Product Actor/Role: Customer or 3rd Party Application User Description: The Customer or a 3rd Party Application User will request service for the selected product 1.16 Request Create and Activate CS Request Actor/Role: 3rd Party Application Description: The 3rd Party Application triggers a CS Request creation.
C1-RetPAttOV - Retrieve Product Attributes for Operand Values
C1-ConsumerProduct - Consumer Product C1-ConsumerProductVersion - Consumer Product Version C1-ConsumerProductComponent - Consumer Product Component
Consumer Product Consumer Product Version Consumer Product Component Characteristic Type
3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request
19 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
1.17 REST Adapter Request Actor/Role: Oracle Cloud Integration Description: The Oracle Cloud Integration captures the CS Request and passes it to the C2M system. 1.18 Add Customer Service Request Actor/Role: C2M(CCB) Description: Based on the customer information, supply information and selected product, a new CS Request will be created in the C2M(CCB). Available Plug-In(s) Business Object Entities to Configure: 1.19 REST Adapter Response Actor/Role: Oracle Cloud Integration Description: The Oracle Cloud Integration will respond with the information of the newly created CS Request. 1.20 Notify Customer New Service Application Status Actor/Role: 3rd Party Application Description: The 3rd Party Application will notify the Customer or the Application User about the newly created CS Request. 1.21 Receive Notification Actor/Role: Customer or 3rd Party Application User Description: The Customer or a 3rd Party Application User will receive notification about the successful creation of a CS Request. 1.22 Confirm Request Applicability Actor/Role: CSR or Authorized User Description: The Customer may also request New Service by contacting a CSR or an Authorized User. In this case, the CSR or Authorized User will check the request applicability.
C1-AddCoChRe - Add Contract Change Request
C1-ContractChangeRequest (Contract Change Request Root) C1-ChangeContChangeRequest (Change Contract)
Customer Service Request Type
3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request
20 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
1.23 Search for Existing CS Request Actor/Role: CSR or Authorized User Description: The CSR or Authorized User will search for the existing CS Request if the customer contacting about an existing CS Request. 1.24 Select CS Request Type Actor/Role: CSR or Authorized User Description: If the customer is making a new request, the CSR or Authorized User selects the desired CS Request Type. 1.25 Populate Required Data and Request Create CS Request Actor/Role: CSR or Authorized User Description: The CSR or Authorized User populates the required data and requests to create CS Request. 1.26 Create CS Request in Draft Status Actor/Role: C2M(CCB) Description: Based on the selected CS Request Type, a new CS Request will be created in the C2M(CCB) in the Draft Status. Business Object Entities to Configure: 1.27 Review CS Request Initial Draft Actor/Role: CSR or Authorized User Description: The CSR or Authorized User will review the newly created CS Request. 1.28 Determine Supply Address Actor/Role: CSR or Authorized User Description:
C1-ContractChangeRequest (Contract Change Request Root) C1-ChangeContChangeRequest (Change Contract)
Customer Service Request Type Consumer Contract Type Market Consumer Product Characteristic Type
3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request
21 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
The CSR or Authorized User will determine the supply address. The supply address must be captured in the C2M(CCB) system as a CS Request Premise. 1.29 Create CS Request Premise 5.1.5.1a C2M.Manage Metered Site Actor/Role: CSR or Authorized User Description: Refer to the ‘5.1.5.1a C2M.Manage Metered Site’ process to setup the desired CS Request Premise. 1.30 Evaluate Customer Actor/Role: CSR or Authorized User Description: The CSR or Authorized User will determine the customer information. The customer must be captured in the C2M(CCB) system as a CS Request Person and CS Request Account. 1.31 3.3.1.1a C2M Establish Person and/or Account for Customer Service Request Actor/Role: CSR or Authorized User Description: Refer to the ‘3.3.1.1a C2M Establish Person and/or Account for Customer Service Request’ process to setup the desired CS Request Person and Account. 1.32 Request Credit Review From External Credit Bureau Actor/Role: CSR or Authorized User Description: If required, the CSR or Authorized User will also request credit review from an external credit bureau. This requires a custom component to be created to integrate with the external credit bureau 1.33 Provide External Credit Score Information Actor/Role: External Credit Bureau Description: If a credit review has been requested, the external credit bureau will provide the required credit score information. 1.34 Receive Results From External Credit Bureau Actor/Role: CSR or Authorized User Description: The CSR or Authorized User will receive results from an external credit bureau. This requires a custom component to be created to integrate with the external credit bureau 1.35 Evaluate External Credit Bureau Results Actor/Role: CSR or Authorized User Description: The CSR or Authorized User will evaluate the external credit bureau results to determine if the customer is eligible for the service
3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request
22 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
1.35.1 3.3.3.2 C2M.Determine Customer Deposits (Cash, Non-cash,3rd Party) Actor/Role: CSR or Authorized User Description: Refer to the ‘C2M.Determine Customer Deposits (Cash, Non-cash,3rd Party)’ process to add a customer deposit. 1.36 Search and Determine the Unique Market Identifier Actor/Role: CSR or Authorized User Description: The CSR or Authorized User will inquire with the customer and determine the Unique Market Identifier. The Unique Market Identifier is a unique reference number for the contestable supply point 1.37 Request Add CS Service Location 5.1.5.1a C2M.Manage Metered Site Actor/Role: CSR or Authorized User Description: Refer to the ‘5.1.5.1a C2M.Manage Metered Site’ process to add a CS Service Location. 1.38 Determine and Select Contract Type Actor/Role: CSR or Authorized User Description: In order to create a CS Request Contract, the CSR or Authorized User will determine and select the Contract Type. 1.39 Populate CS Request Contract Required Data Actor/Role: CSR or Authorized User Description: If a CS Request Contract does not exist within the CS Request, the CSR or Authorized User will select and populate the required data for selected CS Request Contract. 1.40 Request Add CS Request Contract Actor/Role: CSR or Authorized User Description: The CSR or Authorized User will request to add the CS Request Contract to the CS Request. 1.41 Create CS Request Contract in Pending Status Actor/Role: C2M(CCB) Description: Based on the request, a new CS Request Contract will be created in the C2M(CCB) in the Pending Status.
3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request
23 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
Available Plug-In(s) Business Object Entities to Configure: 1.42 Populate CS Request Contract Required Data Actor/Role: CSR or Authorized User Description: If a CS Request Contract already exists within the CS Request, the CSR or Authorized User will search for the Consumer Contract and populate/update the required data for this existing CS Request Contract. 1.43 Request Update CS Request Contract Actor/Role: CSR or Authorized User Description: The CSR or Authorized User will request to update the CS Request Contract for the CS Request. 1.44 Update CS Request Contract in Pending Status Actor/Role: C2M(CCB) Description: Based on the request, the CS Request Contract will be updated in the C2M(CCB) in the Pending Status. 1.45 Select Eligible Product for Contract Actor/Role: CSR or Authorized User Description: The CSR or Authorized User will determine if a Product is required, and if a product is required, the user will select an Eligible Product for the Contract. 1.46 Populate CS Request Contract Product Required Data Actor/Role: CSR or Authorized User Description: The CSR or Authorized User will populate the required data for the selected CS Request Contract Product. 1.47 Request Add CS Request Contract Product
C1-CCNTINFO Customer Service Request Contract Information C1-VALCSRCNT Validate Contract Change Request Contract Action C1-CONACTFLG Add/Update Contract Action Flag
C1-ContractChangeReqContRoot (Contract Change Request Contract Root) C1-ChangeContChangeRequest (Change Contract)
Consumer Contract Type
3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request
24 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
Actor/Role: CSR or Authorized User Description: The CSR or Authorized User will request to add the CS Request Contract Product to the CS Request for the specified CS Request Contract 1.48 Create CS Request Contract Product in Pending Status Actor/Role: C2M(CCB) Description: Based on the request, a new CS Request Contract Product will be created in the C2M(CCB) in the Pending Status. Available Plug-In(s) Business Object Entities to Configure: 1.49 Populate Contract and Contract Product Data Actor/Role: CSR or Authorized User Description: The CSR or Authorized User will review the CS Service Location, and if required, populate/update the required data for CS Request Contract and CS Request Contract Product. 1.50 Request Update CS Service Location 5.1.5.1a C2M.Manage Metered Site Actor/Role: CSR or Authorized User Description: Refer to the ‘5.1.5.1a C2M.Manage Metered Site’ process to update the CS Service Location with the desired data from the CS Request Contract and CS Request Contract Product. 1.51 Review CS Request in Draft Status Actor/Role: CSR or Authorized User Description: The CSR or Authorized User will review the CS Request, currently in a Draft Status. If required, the user can make changes to different entities such as CS Request Person/Account/Premise/Contract/Contract Product and CS Request Service Location.
C1-CNPRDINFO Customer Service Request Contract Product Information C1-VALCSRCP Validate CS Request Contract Product Action C1-CPACTFLG Add/Update Contract Product Action Flag
C1-ContractChangeReqCnProdRoot ( Contract Change Request Contract Product Root) C1-ChangeContChangeRequest (Change Contract)
Consumer Product Characteristic Type
3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request
25 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
1.52 Request Transition to Expire CS Request Actor/Role: CSR or Authorized User Description: During the review, the CSR or Authorized User can request to expire the CS Request. 1.53 Transition CS Request to Expire Status Actor/Role: C2M(CCB) Description: The CS Request will be transitioned to Expire Status. All the entities within the CS Request will then be Discarded. 1.54 Request Transition to Activate CS Request Actor/Role: CSR or Authorized User Description: After the review, the CSR or Authorized User can request to activate the CS Request. 1.55 Transition CS Request to Activate Status Actor/Role: C2M(CCB) Description: The CS Request will transition from a Pending to an Activated Status. Available Plug-In(s) Business Object 1.56 Set Activation Date Actor/Role: C2M(CCB) Description: The Activation Date will be set on the CS Request. Available Plug-In(s) Business Object
C1-CHGREQINF - Contract Change Request Information C1-VALCHGREQ - Contract Change Request Root Validation
C1-ContractChangeRequest (Contract Change Request Root) C1-ChangeContChangeRequest (Change Contract)
C1-SETACTDT - Set Activation Date
C1-ContractChangeRequest (Contract Change Request Root) C1-ChangeContChangeRequest (Change Contract)
3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request
26 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
1.57 3.3.1.1a C2M Establish Person and/or Account for Customer Service Request Actor/Role: C2M(CCB) Description: The CS Request Person will be transitioned to the Process state to create a Person. Refer to ‘3.3.1.1a C2M Establish Person and/or Account for Customer Service Request’ process for more details. Available Plug-In(s) Business Object 1.58 3.3.1.1a C2M Establish Person and/or Account for Customer Service Request Actor/Role: C2M(CCB) Description: The CS Request Account will be transitioned to the Process state to create an Account. Refer to ‘3.3.1.1a C2M Establish Person and/or Account for Customer Service Request’ process for more details. Available Plug-In(s) Business Object 1.59 5.1.5.1a C2M.Manage Metered Site Actor/Role: C2M(CCB) Description: If the premise defined in the CS Request Premise already exists, the CS Request Premise will be transitioned to the Process state to update the existing Premise. Refer to ‘5.1.5.1a C2M.Manage Metered Site’ process for more details. Available Plug-In(s) Business Object
C1-TRAPERCRQ - Process Customer Service Request persons to Add/Update Persons
C1-ContractChangeReqPersonRoot (Contract Change Request Person Root) C1-ChangeContChangeRequest (Change Contract)
C1-TRAACCCRQ - Process Customer Service Request Accounts to Add/Update Account
C1-ContractChngeReqAccountRoot (Contract Change Request Account Root) C1-ChangeContChangeRequest (Change Contract)
C1-TRAPRECRQ - Process Customer Service Request Premises to Update Premise
C1-ContractChngeReqPremiseRoot (Contract Change Request Premise Root) C1-ChangeContChangeRequest (Change Contract)
3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request
27 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
1.60 3.3.2.5 C2M.Maintain Consumer Contracts Actor/Role: C2M(CCB) Description: The CS Request Contract will be transitioned to the Process state to create a Consumer Contract. Refer to ‘3.3.2.5 C2M.Maintain Consumer Contracts’ process for more details. Available Plug-In(s) Business Object 1.61 3.3.2.5 C2M.Maintain Consumer Contracts Actor/Role: C2M(CCB) Description: The CS Request Contract Product(s) will be transitioned to the Process state to create Consumer Contract Product(s). Refer to ‘3.3.2.5 C2M.Maintain Consumer Contracts’ process for more details. Available Plug-In(s) Business Object 1.62 Transition CS Request to Activation Error Status Actor/Role: C2M(CCB) Description: If there are any errors encountered during the processing of the CS Request Person, CS Request Account, Cs Request Premise, Cs Request Contract or CS Request Contract Product, the CS Request will transition to an Activation Error status. 1.63 Create To Do Entry Actor/Role: C2M(CCB) Description: When the CS Request transitions to the Activation Error status, it will create a To Do for Customer Service Request. Available Plug-In(s)
C1-TRACONCRQ - Process Customer Service Request Contracts to Add/Update Contracts
C1-ContractChangeReqContRoot (Contract Change Request Contract Root) C1-ChangeContChangeRequest (Change Contract)
C1-TRAPROCRQ - Process Customer Service Request Products to Add/Update Products
C1-ContractChangeReqCnProdRoot (Contract Change Request Contract Product Root) C1-ChangeContChangeRequest (Change Contract)
C1-CSRERRTD - Create To Do for Customer Service Request
3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request
28 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
Business Object 1.64 Transition CS Request to Wait for Cooling Off Period Status Actor/Role: C2M(CCB) Description: If a Cooling Off Period has been defined on the CS Request Type, The CS Request will be transitioned to the Wait for Cooling off Period status If there is no requirement for to wait for a cooling off period, a custom algorithm can be created to transition the CS Request to the Wait for Cooling Off Period status, Wait for Other CS Request status and Activation Setup Status 1.65 Transition CS Request to Wait for Other CS Requests Status Actor/Role: C2M(CCB) Description: If the end of the cooling off period is met, the CS Request transitions to Wait for Other CS Requests status 1.66 Transition CS Request to Activation Setup Status Actor/Role: C2M(CCB) Description: The CS Request is transitioned to the Activation Setup status. 1.67 Review Activate Status Actor/Role: CSR or Authorized User Description: If the custom auto transition to wait for cooling off period is not configured, the CSR or Authorized User can review the CS Request which will currently be in Activate status and determine whether to transition the CS Request to the following statuses:
- Wait for Cooling Off Period - Wait for Other CS Requests - Opting Out - Wait for Modification/Withdrawal Requests - Cancel
1.68 Request Transition to Wait for Cooling Off Period Status Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can request to transition the CS Request to Wait for Cooling Off Period status. 1.69 Request Transition to Wait for Other CS Requests Status
C1-ContractChangeRequest (Contract Change Request Root) C1-ChangeContChangeRequest (Change Contract)
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Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can request to transition the CS Request to Wait for Other CS Requests status. 1.70 Request Transition to Opting Out Status Actor/Role: CSR or Authorized User Description: If the customer decides to opt out of the new service request, the CSR or Authorized User can request to transition the CS Request to the Opting Out status. 1.71 Transition CS Request to Opting Out Status Actor/Role: C2M(CCB) Description: The CS Request will transition to Opting Out status. 1.72 Opt out of Alteration Actor/Role: C2M(CCB) Description: The CS Request is checked to determine if it can be transitioned to the Opting Out Status or automatically transition back to the Activate status if an alteration to the CS Request Contract, CS Request Contract Product or CS Request Service Location exists Available Plug-In(s) Business Object 1.73 Request Transition to Wait for Modification/Withdrawal Requests Actor/Role: CSR or Authorized User Description: As part of the preprocessing of the CS Request when a product becomes ineligible, the CSR or Authorized User can request to transition the CS Request to Wait for Modification/Withdrawal Requests status. 1.74 Transition CS Request to Wait for Modification/Withdrawal Requests Status Actor/Role: C2M(CCB) Description: The CS Request will transition to Wait for Modification/Withdrawal Requests status. 1.75 Request Transition to Cancel CS Request Actor/Role: CSR or Authorized User
C1-OPTOUT - Opting Out of Alteration
C1-ContractChangeRequest (Contract Change Request Root) C1-ChangeContChangeRequest (Change Contract)
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Description: The CSR or Authorized User can request to transition the CS Request to Cancelled status. 1.76 Transition CS Request to Cancelled Status Actor/Role: C2M(CCB) Description: The CS Request will transition to Cancelled status. 1.77 Review Opting Out Status Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can review the CS Request in Opting Out status and transition the CS Request to the Opted Out status or return back to the Activated Status 1.78 Request Transition to Opted Out Of Alteration Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can request to transition the CS Request to the Opted Out status. 1.79 Transition CS Request to Opted Out Status Actor/Role: C2M(CCB) Description: The CS Request will transition to Opted Out status. 1.80 Request Transition to Activate CS Request Actor/Role: CSR or Authorized User Description: If the CSR or Authorized User decides not to Opt Out, the user can proceed the return the CS Request to the Activate status by requesting to transition the CS Request to Activate status. 1.81 Wait for Cooling off period Expiry Actor/Role: C2M(CCB) Description: The CS Request monitors the cooling off period expiry. If the cooling period expires, it will transition to the next default status. Available Plug-In(s)
C1-CHKCOOLOF Check CS Request Cooling Off End Date/Time
C1-ContractChangeRequest (Contract Change Request Root)
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Business Object Background Process 1.82 Review Cooling off Period Status Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can review the CS Request in Cooling off Period status and determine whether to transition the CS Request to the following statuses:
- Wait for Other CS Request - Wait for Modification/Withdrawal Requests - Opting Out - Cancel
1.83 Request Transition to Wait for Other CS Request Actor/Role: CSR or Authorized User Description: While the CS Request is in Cooling off Period status, the CSR or Authorized User can bypass the Cooling Off Period and request to transition the CS Request to Wait for Other CS Request status. 1.84 Request Transition to Wait for Modification/Withdrawal Requests Actor/Role: CSR or Authorized User Description: While the CS Request is in Cooling off Period status, as part of the preprocessing of the CS Request when a product becomes ineligible, the CSR or Authorized User can bypass the Cooling Off Period and request to transition the CS Request to Wait for Modification/Withdrawal Requests status. 1.85 Request Transition to Opting Out Status Actor/Role: CSR or Authorized User Description: While the CS Request is in Cooling off Period status, if the customer decides to opt out of the new service request, the CSR or Authorized User can request to transition the CS Request to Opting Out status. 1.86 Request Transition to Cancel CS Request Actor/Role: CSR or Authorized User Description: While the CS Request is in Cooling off Period status, the CSR or Authorized User can request to transition the CS Request to Cancel status.
C1-ChangeContChangeRequest (Change Contract)
F1-GEN-BOMON - Transition to Default Next Status (Script)
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1.87 Wait for Other CS Request(s) Actor/Role: C2M(CCB) Description: The CS Request monitors whether there are other CS Requests in progress. If there are no other CS Requests, it will transition to the next default status. Available Plug-In(s) Business Object Background Process 1.82 Review Wait for Other CS Request(s) Status Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can review the CS Request in Wait for Other CS Request(s) status and determine whether to transition the CS Request to the following statuses:
- Wait for Modification/Withdrawal Requests - Activation Setup - Cancel
1.89 Request Transition to Wait for Modification/Withdrawal Requests Actor/Role: CSR or Authorized User Description: While the CS Request is in Wait for Other CS Request(s) status, as part of the preprocessing of the CS Request when a product becomes ineligible, the CSR or Authorized User can request to transition the CS Request to Wait for Modification/Withdrawal Requests status. 1.90 Request Transition to Activation Setup Actor/Role: CSR or Authorized User Description: While the CS Request is in Wait for Other CS Request(s) status, the CSR or Authorized User can bypass the Wait for Other CS Requests status if there are no other associated CS Requests and request to transition the CS Request to Activation Setup status. 1.91 Request Transition to Cancel CS Request Actor/Role: CSR or Authorized User Description: While the CS Request is in Wait for Other CS Request(s) status, the CSR or Authorized User can request to transition the CS Request to Cancel status.
F1-AT-RQ - Transition to Default Next Status (Script)
C1-ContractChangeRequest (Contract Change Request Root) C1-ChangeContChangeRequest (Change Contract)
F1-GEN-BOMON - Transition to Default Next Status (Script)
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1.92 5.1.5.1a C2M.Manage Metered Site Actor/Role: C2M(CCB) Description: As a part of Activation Setup, the CS Request Premise will be transitioned to the Process status to add the Premise. Refer to ‘5.1.5.1a C2M.Manage Metered Site’ process for more information. Available Plug-In(s) Business Object 1.93 Apply On Activation Add Contract Rules Actor/Role: C2M(CCB) Description: If there are ‘On Activation – Add’ Contract Rules configured, they will be applied here during the Activation Setup process. Available Plug-In(s) Business Object Entities to Configure: 1.94 Create Contract Milestone(s) Actor/Role: C2M(CCB) Description: If there is a need to create Contract Milestone(s), they will be created here during the Activation Setup process. Available Plug-In(s)
C1-TRAPRCRQA - Process Customer Service Request Premises to Add Premise
C1-ContractChangeRequest (Contract Change Request Root) C1-ChangeContChangeRequest (Change Contract)
C1-APCRLAAPR - Apply Contract Rule On Activation Add For Contract Products
C1-ConsumerContractRule (Consumer Contract Rule) C1-ContractChangeRequest (Contract Change Request Root) C1-ChangeContChangeRequest (Change Contract)
Consumer Contract Rule Consumer Contract Product Consumer Contract Product Component
C1-CHKREQVAL (Check the Required Values for Milestone) C1-ADDMSRULE (Add Contract Milestone Contract Rule)
C1-CCRuleAddContMilestone (Add Contract Milestone)
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Business Object Entities to Configure: 1.95 Start Non-Premise Based Service Agreement Actor/Role: C2M(CCB) Description: If there is a need to Start Non-Premise based Service Agreement(s), they will be created here during the Activation Setup process. 1.96 Apply On Activation Remove Contract Rules Actor/Role: C2M(CCB) Description: If there are ‘On Activation – Remove’ Contract Rules configured, they will be applied here during the Activation Setup process. Available Plug-In(s) Business Object Entities to Configure: 1.97 Expire Contract Milestone(s) Actor/Role: C2M(CCB) Description: If there is a need to expire Contract Milestone(s), they can be expired here during the Activation Setup process. Available Plug-In(s)
C1-ContractChangeRequest (Contract Change Request Root) C1-ChangeContChangeRequest (Change Contract)
Consumer Contract Milestone Type Consumer Contract Rule Consumer Contract Product Consumer Contract Product Component
C1-APCRLARPR - Apply Contract Rule Activation Remove For Contract Products
C1-ConsumerContractRule (Consumer Contract Rule) C1-ContractChangeRequest (Contract Change Request Root) C1-ChangeContChangeRequest (Change Contract)
Consumer Contract Rule Consumer Contract Product Consumer Contract Product Component
C1-CCRuleRemoveContMilestone - Remove Contract Milestone
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Business Object Entities to Configure: 1.98 Apply Service Location Remove Contract Rules for Contract Product Actor/Role: C2M(CCB) Description: If there are ‘Service Location – Remove’ Contract Rules configured, they will be applied here during the Activation Setup process. Available Plug-In(s) Business Object Entities to Configure: 1.99 Stop Service Agreement Linked to Existing Registration Point Actor/Role: C2M(CCB) Description: If it is an already an existing Registration Point but the Service Location is not related to the Registration Point, then the existing Service Agreement linked to the Registration Point will be Stopped. This is the scenario where the Registration Point has been removed from an existing Service Location (i.e. ‘Back to Back’ process) to be used for a new customer Available Plug-In(s)
C1-ConsumerContractRule (Consumer Contract Rule) C1-ContractChangeRequest (Contract Change Request Root) C1-ChangeContChangeRequest (Change Contract)
Consumer Contract Milestone Type Consumer Contract Rule Consumer Contract Product Consumer Contract Product Component
C1-APPLSLREM - Apply service location remove contract rule for contract product
C1-ConsumerContractRule (Consumer Contract Rule) C1-ContractChangeRequest (Contract Change Request Root) C1-ChangeContChangeRequest (Change Contract)
Consumer Contract Rule Consumer Contract Product Consumer Contract Product Component
C1-StopCancelSvcLocSA - Stop or Cancel Service Agreement for a Service Location
C1-RegistrationPoint (Registration Point) C1-ConsumerContractRule (Consumer Contract Rule)
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Business Object Entities to Configure: 2.1 Apply Service Location Add Contract Rules for Contract Product Actor/Role: C2M(CCB) Description: If there are ‘Service Location – Add’ Contract Rules configured, they will be applied here during the Activation Setup process. Available Plug-In(s) Business Object Entities to Configure: 2.2 Start Service Agreement for Existing Registration Point Actor/Role: C2M(CCB) Description: If it is an already existing Registration Point and the Service Location is related to the Registration Point, then a new Service Agreement will be Started for this existing Registration Point. This is the scenario where the new customer starts a service where the Registration Point is known (i.e. an existing customer has already registered for this supply) to start the ‘Back to Back’ process. Available Plug-In(s)
C1-ContractChangeRequest (Contract Change Request Root) C1-ChangeContChangeRequest (Change Contract)
Registration Point Service Agreement Consumer Contract Rule Consumer Contract Product Consumer Contract Product Component
C1-APPLSLADD - Apply service location add contract rule for contract product
C1-CsrSvcLocMarketProcessRoot (Contract Service Location Market Process Root) C1-ConsumerContractRule (Consumer Contract Rule)
Consumer Contract Rule Consumer Contract Product Consumer Contract Product Component
C1-CCRuleCreateSA - Create a Service Agreement
C1-RegistrationPoint (Registration Point) C1-ConsumerContractRule (Consumer Contract Rule)
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Business Object Entities to Configure: 2.3 Transition CS Request to Activation Setup Error Status Actor/Role: C2M(CCB) Description: If the Activation Setup process was not successful, the CS Request will transition to Activation Setup Error status. 2.4 Create To Do Entry Actor/Role: C2M(CCB) Description: When the CS Request transitions to Activation Setup Error status, it will create a To Do for Customer Service Request. Available Plug-In(s) Business Object 2.5 Transition CS Request to Initiate Service Location Actions Status Actor/Role: C2M(CCB) Description: If the Activation Setup process was successful, the CS Request will transition to Initiate Service Location Actions status. 2.6 Initiate CS Request Service Location Processing Actor/Role: C2M(CCB) Description: The Initiate Service Location Actions status will try to start the processing for CS Request Service Location. Available Plug-In(s)
C1-ContractChangeRequest (Contract Change Request Root) C1-ChangeContChangeRequest (Change Contract)
Registration Point Service Agreement Consumer Contract Rule Consumer Contract Product Consumer Contract Product Component
C1-CSRERRTD - Create To Do for Customer Service Request
C1-ContractChangeRequest (Contract Change Request Root) C1-ChangeContChangeRequest (Change Contract)
C1-TRASLACRQ - Perform the related CS Request Service Locations Action
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Business Object 2.7 Transition CS Request to Initiate Service Location Action Error Status Actor/Role: C2M(CCB) Description: If the CS Request Service Location processing cannot be initiated, CS Request will transition to Initiate Service Location Action Error status. 2.8 Activate CS Request Service Location(s) 5.1.5.1a C2M.Manage Metered Site Actor/Role: C2M(CCB) Description: If the CS Request Service Location processing was successfully initiated, CS Request Service Location will be transitioned from a ‘Pending’ to ‘Perform Action’ Status to start the CS Request Service Location processing. Refer to ‘5.1.5.1a C2M.Manage Metered Site’ process for more information. 2.9 Transition CS Request to Wait for Service Location Actions Status Actor/Role: C2M(CCB) Description: While the CS Request Service Location is being processed, the CS Request will transition to Wait for Service Location Actions status to wait for all CS Request Service Location(s) to be processed 2.10 Evaluate CS Request Service Location Status Actor/Role: C2M(CCB) Description: During the Wait for Service Location Actions status, the CS Request will monitor the Status of CS Request Service Locations. Available Plug-In(s) Business Object Background Process
C1-CsrSvcLocMarketProcessRoot (Contract Service Location Market Process Root) C1-ContractChangeRequest (Contract Change Request Root) C1-ChangeContChangeRequest (Change Contract)
C1-TRNSCSR - Monitor and transition Customer Service Request
C1-ContractChangeRequest (Contract Change Request Root) C1-ChangeContChangeRequest (Change Contract) C1-CsrSvcLocMarketProcessRoot (Contract Service Location Market Process Root)
F1-GEN-BOMON - Transition to Default Next Status (Script)
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2.11 Transition CS Request to Completion Setup Status Actor/Role: C2M(CCB) Description: If all the CS Request Service Locations are in a ‘Final’ Status Condition, the CS Request will transition to the Completion Setup status. 2.12 Review Wait for Service Location Actions Status Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can review the CS Request while it is in Wait for Service Location Actions status and determine whether to transition the CS Request to the following statuses:
- Wait for Modification/Withdrawal Requests - Withdraw Waiting Service Location Actions - Notify User Modification Required - Notify Customer Modification Required - Manual Alteration - Cancel
2.13 Request Transition to Wait for Modification/Withdrawal Requests Actor/Role: CSR or Authorized User Description: While the CS Request is in Wait for Service Location Actions status, as part of the preprocessing of the CS Request when a product becomes ineligible, the CSR or Authorized User can request to transition the CS Request to Wait for Modification/Withdrawal Requests status. 2.14 Request Transition to Withdraw Waiting Service Location Actions Actor/Role: CSR or Authorized User Description: If the CSR or Authorized User determines that the CS Request Service Location Actions are no longer required, the CSR or Authorized User can request to transition the CS Request to Withdraw Waiting Service Location status. This will attempt transition all the CS Request Service Locations to a ‘Request Withdraw’ status where applicable 2.15 Transition CS Request to Withdraw Waiting Service Location Actions Status Actor/Role: C2M(CCB) Description: The CS Request will transition to Withdraw Waiting Service Location Actions status. 2.16 2.16 5.1.5.1a C2M.Manage Metered Site Actor/Role: C2M(CCB) Description:
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When the CS Request transitions to Withdraw Waiting Service Location Actions status, it will pass a request to transition the associated CS Request Service Location(s) to a ‘Request Withdraw’ Status. Refer to ‘5.1.5.1a C2M.Manage Metered Site’ process for more information. 2.17 Request Transition to Notify User Modification Required Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can request to transition the CS Request to Notify User Modification Required status. This transition is typically performed by the CS Request Service Location when user modification is required where the CS Request Service Location is Objected, Rejected or Consumer Product is no longer eligible 2.18 Transition CS Request to Notify User Modification Required Status Actor/Role: C2M(CCB) Description: The CS Request will transition to Notify User Modification Required status. 2.19 Create To Do Notify User Modification Required Actor/Role: C2M(CCB) Description: When the CS Request transitions to Notify User Modification Required status, it will create a To Do. Available Plug-In(s) Business Object Entities to Configure: Background Process 2.20 Request Transition to Notify Customer Modification Required Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can request to transition the CS Request to Notify Customer Modification Required status. This transition is typically performed by the CS Request Service Location when customer modification is required where the CS Request Service Location is Objected, Rejected or Consumer Product is no longer eligible 2.21 Transition CS Request to Notify Customer Modification Required Status Actor/Role: C2M(CCB)
C1-NTUSRMODR - Notify User Modification is Required
C1-ContractChangeRequest (Contract Change Request Root) C1-ChangeContChangeRequest (Change Contract)
To Do Type To Do Role
F1-GEN-BOMON - Transition to Default Next Status (Script)
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Description: The CS Request will transition to Notify Customer Modification Required status. 2.22 Notify Customer Modification Required Actor/Role: C2M(CCB) Description: In order to notify the customer, either a Customer Contact or a Notification can be created. Available Plug-In(s) Business Object Entities to Configure: Background Process 2.23 3.4.1.1 C2M.Manage Customer Contacts Actor/Role: C2M(CCB) Description: In order to notify the customer using a customer contact, refer to ‘3.4.1.1 C2M.Manage Customer Contacts’ process. 2.24 Request Transition to Manual Alteration Actor/Role: CSR or Authorized User Description: When a CSR or Authorized User is notified through a To Do that a modification is required, once the modifications have been performed, the CSR or Authorized User can request to transition the CS Request to Manual Alteration status. 2.25 Transition CS Request to Manual Alteration Status Actor/Role: C2M(CCB) Description: The CS Request will transition to Manual Alteration status.
C1-NTCUSTMOD - Notify Customer Modification is Required
C1-ContractChangeRequest (Contract Change Request Root) C1-ChangeContChangeRequest (Change Contract)
Customer Contact Type Customer Contact Class Notification Type
F1-GEN-BOMON - Transition to Default Next Status (Script)
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Available Plug-In(s) Business Object 2.26 Reset Modification Wait Details Actor/Role: C2M(CCB) Description: This algorithm type is used to reset the elements used in the wait for modification processing: -Modification Wait Until Date/Time -Modification To Do Entry Created -Modification Customer Notification Sent status. Available Plug-In(s) Business Object 2.27 Request Transition to Cancel CS Request Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can request to transition the CS Request to a Cancelled status. 2.28 Evaluate Contract Product Component Rules Actor/Role: C2M(CCB) Description: When the CS Request is in Completion Setup Status, the system evaluates the Consumer Contract Product and Consumer Contract Product Component Contract eligibility criteria in order to determine if the Consumer Contract Product is still valid for the CS Request Service Location(s) that were processed 2.29 Apply On Completion Add Contract Rules Actor/Role: C2M(CCB)
C1-RSTMODWT - Reset Modification Wait Details C1-ConAltPre Basic Contract Alteration UI Map Pre-Processing C1-CSRequestAlteration Customer Service Request Contract Product Details C1-ConAltPos Basic Contract Alteration UI Map Post-Processing
C1-ContractChangeRequest (Contract Change Request Root) C1-ChangeContChangeRequest (Change Contract)
C1-RSTMODWT - Reset Modification Wait Details
C1-ContractChangeRequest (Contract Change Request Root) C1-ChangeContChangeRequest (Change Contract)
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Description: If there are ‘On Completion – Add’ Contract Rules configured, they will be applied here during the Completion Setup process. Available Plug-In(s) Business Object Entities to Configure: Background Process 2.30 4.1.1.1 C2M.CCB.v2.6.Manage Adjustment and Adjustment Approval Actor/Role: C2M(CCB) Description: If there is a need to create Adjustments, an Adjustment will be created by the configured Contract Rule. For more information refer to ‘4.1.1.1 C2M.CCB.Manage Adjustment and Adjustment Approval’ process. Business Object Entities to Configure: 2.31 Apply On Completion Remove Contract Rules Actor/Role: C2M(CCB) Description: If there are ‘On Completion – Remove’ Contract Rules configured, they will be applied here during the Completion Setup process.
C1-APCRLCAPR - Apply Contract Rule Completion Add For Contract Products
C1-ConsumerContractRule (Consumer Contract Rule) C1-ContractChangeRequest (Contract Change Request Root) C1-ChangeContChangeRequest (Change Contract)
Consumer Contract Rule Consumer Contract Product Consumer Contract Product Component
F1-AT-RQ - Transition to Default Next Status (Script)
C1-AdjustmentType (Adjustment Type - Main Details) C1-Adjustment (Adjustment) C1-AdjustmentApprovalProfile (Adjustment Approval Profile)
Adjustment Type Approval Profile
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Available Plug-In(s) Business Object Entities to Configure: Background Process 2.32 4.1.1.1 C2M.CCB.v2.6.Manage Adjustment and Adjustment Approval Actor/Role: C2M(CCB) Description: Removal of contract rules may create adjustments. For more information refer to ‘4.1.1.1 C2M.CCB.Manage Adjustment and Adjustment Approval’ process. Business Object Entities to Configure: 2.33 3.3.2.5 C2M.Maintain Consumer Contracts Actor/Role: C2M(CCB) Description: If all the Consumer Contract Products are Cancelled, the Consumer Contract will be cancelled. Please refer to the ‘3.3.2.5 C2M.Maintain Consumer Contracts’ process. Available Plug-In(s)
C1-APCRLCRPR - Apply Contract Rule Completion Remove For Contract Products
C1-ConsumerContractRule (Consumer Contract Rule) C1-ContractChangeRequest (Contract Change Request Root) C1-ChangeContChangeRequest (Change Contract)
Consumer Contract Rule Consumer Contract Product Consumer Contract Product Component
F1-AT-RQ - Transition to Default Next Status (Script)
C1-AdjustmentType (Adjustment Type - Main Details) C1-Adjustment (Adjustment) C1-AdjustmentApprovalProfile (Adjustment Approval Profile)
Adjustment Type Approval Profile
C1-CANCONSL - Cancel New Contract if no Service Location
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Business Object Background Process 2.34 Create ‘Change’ CS Request Actor/Role: C2M(CCB) Description: If the previous customer was ‘Forced move out’, i.e. a ‘Back to Back’ has occurred, a ‘Change’ CS Request will be created for the previous customer to stop the CS Request Service Location(s) and end the Consumer Contract and Consumer Contract Product(s). If there is a need to change the Consumer Contract Product to the Intended Consumer Contract Product, a ‘Change CS Request’ will be created. This typically occurs when a specific Consumer Contract Product must be processed initially in order for the Intended Consumer Contract Product to be allowed to be processed Available Plug-In(s) Business Object Background Process 2.35 Transition CS Request to Completion Setup Error Status Actor/Role: C2M(CCB) Description: If there are any issues during the Completion Setup process, the CS Request will transition to Completion Setup Error status. 2.36 Transition CS Request to Completed Status Actor/Role: C2M(CCB)
C1-ContractChangeReqContRoot (Contract Change Request Contract Root) C1-ContrctChangeReqContBasic (Contract Change Request Contract Basic)
F1-AT-RQ - Transition to Default Next Status (Script)
CM-CHKELGFMC - Check Eligibility of Forced Move Out Contracts CM-CRCSRINPR - Create a CS Request to change to the intended Product
C1-ContractChangeReqContRoot (Contract Change Request Contract Root) C1-ContrctChangeReqContBasic (Contract Change Request Contract Basic)
F1-AT-RQ - Transition to Default Next Status (Script)
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46 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
Description: If there no issues during the Completion Setup process, the CS Request will transition to Completed status. 2.37 Wait for Modification and Withdrawal Requests Actor/Role: C2M(CCB) Description: During this status, the CS Request waits until a specified modification wait period for all withdrawal requests to be complete, it will then transition the CS Request to the next default state. Available Plug-In(s) Business Object Background Process 2.38 Transition CS Request to Automatic Modification Status Actor/Role: C2M(CCB) Description: If the modification wait period expires, the CS Request transitions to the Automatic Modification status. 2.39 Review Wait for Modification/Withdrawal Requests Status Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can review the CS Request in Wait for Modification/Withdrawal Requests status and determine whether to transition the CS Request to the following statuses:
- Automatic Modification - Manual Alteration - Withdraw Waiting Service Location Actions - Notify User Modification Required - Notify Customer Modification Required - Cancel
2.40 Request Transition to Automatic Modification Actor/Role: CSR or Authorized User Description:
C1-WTMDWTHRQ - Wait for Modification and Withdrawal Requests
C1-ContractChangeRequest (Contract Change Request Root) C1-ChangeContChangeRequest (Change Contract)
F1-GEN-BOMON - Transition to Default Next Status (Script)
3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request
47 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
The CSR or Authorized User can bypass the modification wait period and request to transition the CS Request to Automatic Modification status. 2.41 Modify Contract Products for Action Issues Actor/Role: C2M(CCB) Description: This algorithm modifies the Customer Service Request to accommodate the impact of the market process having failed or a won registration point's metering being different from expected. The algorithm supports action issues related to Registration Points. Available Plug-In(s) Business Object Background Process 2.42 Transition CS Request to Automatic Modification Error Status Actor/Role: C2M(CCB) Description: If Automatic Modification is not successful, the CS Request will transition to Automatic Modification Error status. 2.43 Mark and Request Cancel Ineligible CS Request Contract Product Actor/Role: CSR or Authorized User Description: When an ineligible Consumer Product is encountered, the CSR or Authorized User can mark the CS Request Contract Product as cancelled and request to cancel the Ineligible CS Request Contract Product. 2.44 Request Update to Cancel CS Request Contract Product Actor/Role: CSR or Authorized User Description: The CSR or Authorized User requests an update to process the Cancelled CS Request Contract Product. 2.45 3.3.2.5 C2M.Maintain Consumer Contracts Actor/Role: C2M(CCB) Description: Refer to ‘3.3.2.5 C2M.Maintain Consumer Contracts’ process. 2.46 Create CS Request Contract Product for New Eligible Contract Product Actor/Role: CSR or Authorized User
C1-MODCPAI - Modify Contract Products for action issues
C1-ContractChangeRequest (Contract Change Request Root) C1-ChangeContChangeRequest (Change Contract)
F1-AT-RQ - Transition to Default Next Status (Script)
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48 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
Description: Once the ineligible Consumer Contract Product is cancelled, the CSR or Authorized User can create a new CS Request Contract Product for New Eligible Contract Product in a Pending status 2.47 Request Add CS Request Contract Product Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can Request Add CS Request Contract Product. 2.48 Add Service Location 5.1.5.1a C2M.Manage Metered Site Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can add a CS Request Service Location to the CS Request if required for a CS Request Contract Product. Refer to ‘5.1.5.1a C2M.Manage Metered Site’ process for more details. 2.49 Request Transition to Manual Alteration Actor/Role: CSR or Authorized User Description: Once all of the user modifications are complete, the CSR or Authorized User can Request Transition to Manual Alteration. Available Plug-In(s) Business Object 2.50 Complete To Do Entry Actor/Role: C2M(CCB) Description: During the Manual Alteration Status, after the Reset Modification Wait Details, the To Do entry will be Completed. Available Plug-In(s)
C1-UPDATEALT - Update Customer Service Request Alteration Switch C1-ConAltPre Basic Contract Alteration UI Map Pre-Processing C1-CSRequestAlteration Customer Service Request Contract Product Details C1-ConAltPos Basic Contract Alteration UI Map Post-Processing C1-ContractChangeRequest (Contract Change Request Root) C1-ChangeContChangeRequest (Change Contract)
F1-TODOCOMPL - Generic To Do Completion
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49 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
Business Object 2.51 Request Transition to Withdraw Waiting Service Location Actions Actor/Role: CSR or Authorized User Description: If the CSR or Authorized User determines that the CS Request Service Location Actions are no longer required, the CSR or Authorized User can request to transition the CS Request to Withdraw Waiting Service Location status. This will attempt transition all the CS Request Service Locations to a ‘Request Withdraw’ status where applicable 2.52 Request Transition to Notify User Modification Required Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can request to transition the CS Request to Notify User Modification Required status. This transition is typically performed by the CS Request Service Location when user modification is required where the CS Request Service Location is Objected, Rejected or Consumer Product is no longer eligible 2.53 Request Transition to Notify Customer Modification Required Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can request to transition the CS Request to Notify Customer Modification Required status. This transition is typically performed by the CS Request Service Location when customer modification is required where the CS Request Service Location is Objected, Rejected or Consumer Product is no longer eligible 2.54 Request Transition to Cancel CS Request Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can request to transition the CS Request to Cancelled status. 2.55 Review Activation Error Status Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can review the CS Request in Activation Error status and determine whether to transition the CS Request to the following statuses:
- Activate - Wait for Modification /Withdrawal Requests - Opting Out - Cancel
C1-ContractChangeRequest (Contract Change Request Root) C1-ChangeContChangeRequest (Change Contract)
3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request
50 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
2.56 Request Transition to Activated Actor/Role: CSR or Authorized User Description: While the CS Request is in Activation Error status, the CSR or Authorized User can request to transition the CS Request back to the Activated status. 2.57 Request Transition to Wait for Modification/Withdrawal Requests Actor/Role: CSR or Authorized User Description: While the CS Request is in Activation Error status for a modification to the CS Request, the CSR or Authorized User can request to transition the CS Request to Wait for Modification/Withdrawal Requests status. 2.58 Request Transition to Opting Out Status Actor/Role: CSR or Authorized User Description: If a customer requests to opt out of the new service request, the CSR or Authorized User can request to transition the CS Request to Opting Out status. 2.59 Request Transition to Cancel CS Request Actor/Role: CSR or Authorized User Description: While the CS Request is in Activation Error status, the CSR or Authorized User can request to transition the CS Request to Cancelled status. 2.60 Review Activation Setup Error Status Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can review the CS Request in Activation Setup Error status and determine whether to transition the CS Request to the following statuses:
- Activation Setup - Wait for Modification /Withdrawal Requests - Cancel
2.61 Request Transition to Activation Setup Actor/Role: CSR or Authorized User Description: While the CS Request is in Activation Setup Error status, the CSR or Authorized User can request to transition the CS Request back to the Activation Setup status. 2.62 Request Transition to Wait for Modification/Withdrawal Requests Actor/Role: CSR or Authorized User Description: While the CS Request is in Activation Setup Error status for a modification to the CS Request, the CSR or Authorized User can request to transition the CS Request to Wait for Modification/Withdrawal Requests status.
3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request
51 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
2.63 Request Transition to Cancel CS Request Actor/Role: CSR or Authorized User Description: While the CS Request is in Activation Setup Error status, the CSR or Authorized User can request to transition the CS Request to Cancelled status. 2.64 Review initiate Service Location Action Error Status Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can review the CS Request in Initiate Service Location Action Error status and determine whether to transition the CS Request to the following statuses:
- Initiate Service Location Actions - Wait for Modification /Withdrawal Requests - Cancel
2.65 Request Transition to Initiate Service Location Actions Actor/Role: CSR or Authorized User Description: While the CS Request is in Initiate Service Location Actions Error status, the CSR or Authorized User can request to transition the CS Request back to the Initiate Service Location status. 2.66 Request Transition to Wait for Modification/Withdrawal Requests Actor/Role: CSR or Authorized User Description: While the CS Request is in Initiate Service Location Action Error status for a modification to the CS Request, the CSR or Authorized User can request to transition the CS Request to Wait for Modification/Withdrawal Requests status. 2.67 Request Transition to Cancel CS Request Actor/Role: CSR or Authorized User Description: While the CS Request is in Initiate Service Location Actions Error status, the CSR or Authorized User can request to transition the CS Request to Cancelled status. 2.68 Review Completion Setup Error Status Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can review the CS Request in Completion Setup Error status and determine whether to transition the CS Request to the following statuses:
- Completion Setup - Cancel
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52 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
2.69 Request Transition to Completion Setup Actor/Role: CSR or Authorized User Description: While the CS Request is in Completion Setup Error status, the CSR or Authorized User can request to transition the CS Request back to the Completion Setup status. 2.70 Request Transition to Cancel CS Request Actor/Role: CSR or Authorized User Description: While the CS Request is in Completion Setup Error status, the CSR or Authorized User can request to transition the CS Request to Cancelled status. 2.71 Review Automatic Modification Error Status Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can review the CS Request in Automatic Modification Error status and determine whether to transition the CS Request to the following statuses:
- Automatic Modification - Wait for Modification /Withdrawal Requests - Cancel
2.72 Request Transition to Automatic Modification Status Actor/Role: CSR or Authorized User Description: While the CS Request is in Automatic Modification Error status, the CSR or Authorized User can request to transition the CS Request to Automatic Modification status. 2.73 Request Transition to Wait for Modification/Withdrawal Requests Actor/Role: CSR or Authorized User Description: While the CS Request is in Automatic Modification Error status for a modification to the CS Request, the CSR or Authorized User can request to transition the CS Request to Wait for Modification/Withdrawal Requests status. 2.74 Request Transition to Cancel CS Request Actor/Role: CSR or Authorized User Description: While the CS Request is in Automatic Modification Error status, the CSR or Authorized User can request to transition the CS Request to Cancelled status. 2.75 Review CS Request Related Entities Actor/Role: CSR or Authorized User Description:
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53 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
The CSR or Authorized User must review the CS Request Related Entities when the CS Request has been cancelled 2.76 Request Discard CS Request Person(s) Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can request to discard the CS Request Person(s). 2.77 3.3.1.1a C2M Establish Person and/or Account for Customer Service Request Actor/Role: CSR or Authorized User Description: Refer to ‘3.3.1.1a C2M Establish Person and/or Account’ process. 2.78 Request Discard CS Request Account(s) Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can request to discard the CS Request Account(s). 2.79 3.3.1.1a C2M Establish Person and/or Account for Customer Service Request Actor/Role: CSR or Authorized User Description: Refer to ‘3.3.1.1a C2M Establish Person and/or Account’ process. 2.80 Request Discard CS Request Premise(s) Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can request to discard the CS Request Premise(s). 2.81 5.1.5.1a C2M.Manage Metered Site Actor/Role: CSR or Authorized User Description: Refer to ‘5.1.5.1a C2M.Manage Metered Site’ process. 2.82 Request Discard CS Request Contract(s) Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can request to discard the CS Request Contract(s). 2.83 5.1.5.1a C2M.Manage Metered Site Actor/Role: CSR or Authorized User Description:
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54 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
Refer to ‘5.1.5.1a C2M.Manage Metered Site’ process. 2.84 Request Discard CS Request Product(s) Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can request to discard the CS Request Contract Product(s). 2.85 3.3.2.5 C2M.Maintain Consumer Contracts Actor/Role: CSR or Authorized User Description: Refer to ‘3.3.2.5 C2M.Maintain Consumer Contracts’ process. 2.86 Request Discard CS Request Service Location(s) Actor/Role: CSR or Authorized User Description: The CSR or Authorized User can request to discard the CS Request Service Location(s). 2.87 5.1.5.1a C2M.Manage Metered Site Actor/Role: CSR or Authorized User Description: Refer to ‘5.1.5.1a C2M.Manage Metered Site’ process. 2.88 3.4.1.1 C2M.Manage Customer Contacts Actor/Role: CSR or Authorized User Description: Refer to ‘3.4.1.1 C2M.Manage Customer Contacts’ process.
3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request
55 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
Test Documentation related to the Current Process
ID Document Name Test Type
3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request
56 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
Document Control Change Record
57
Date Author Version Change Reference
06/15/’2020 Jeremy Quan Initial Draft
06/25/2020 Angus MacKenzie Review, comments 07/07/2020 Jeremy Quan Updates applied. Implemented latest
recommendations 08/04/2020 Galina Polonsky Minor updates, Reviewed, Approved
3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request
57 3.3.2.1a C2M.v2.7.CCB.Start Premise Based Service using a Customer Service Request Copyright © 2020, Oracle. All rights reserved.
Attachments Customer Service Request: