Actions Gallery

Interval – Duration

The interval fields work together. Use these fields to specify how long to delay before the next ranked task should go to In-Progress status. Duration is an integer value to indicate the number of units as specified by Time Interval (Days, Hours, Minutes, Seconds).

Interval – Time Interval

Wait Time End

Enter the exact date and time that you want the Workflow system to complete this item.

Recompute on Resume

When a Workflow instance was placed on hold and the Add Wait Time action has an’ In-Progress’ status, the system will use this parameter value to determine if the wait time evaluation should start over or continue with the time already elapsed when In Progress status. This field can be populated with a value of Yes or No. If left blank the system evaluates the fields as a No value.

This is the OrderID available in the Orders web module via the Order Search Results, Order Summary page or Order Details page. Also available in Customer Care via the Orders tab on the Order History page.

Amount*

Adjustment amount (unsigned). The adjustment type determines if it is a credit or debit amount.

Adjustment Date

Adjustment date. If blank, the current date/time will be used.

Batch Name

Batch name for the adjustment. This is a free form text field.

Block Posting

Select Yes or No. if No, the adjustment will be created as unblocked.

Check Number

Check number for the adjustment. This is a free form text field (10 characters).

Customer ID*

Customer ID (account number) for the adjustment.

Description

Description for the adjustment.

Reason

Adjustment Reason. Available reasons are configured in the Admin Console Data Management table.

Type*

Adjustment Type. Available types are configured in the Admin Console Data Management table.

Customer ID*

Customer ID for the transaction.

Epay Account ID

Numeric ID for the E-Pay account to use. IDs are available via E-Pay account search.

If no value is provided, the action will use the active recurring account. If no active recurring account exists, the active account with the oldest start date will be used.

If no active E-Pay account is found, the action will error.

Amount*

Transaction amount (unsigned). The Transaction Type will determine if it is a credit or debit amount.

Originating Transaction ID

Originating E-Pay transaction ID (numeric) when creating a credit transaction. When provided, the transaction ID must be valid. IDs are available via E-Pay transaction search.

Transaction Type*

Credit/Debit.

Transaction Description

A value can be selected from the drop down.

Process Immediately*

Yes/No. When Yes is selected, the transaction will be processed immediately. When No is selected, the transaction will be processed when the payment gateway transaction job runs.

Assigned To*

User or group the Follow-Up is assigned.

Description*

Description for the Follow-Up.

Follow-Up Date*

The Follow-Up date is calculated based on:

• Duration Type (required): Select a value from the drop-down

• Duration (required): enter an integer

• Override Date: Date/Time to be used with Follow-up Date calculation

If Override Date is left blank, the Follow-Up Date is calculated as the current date time plus the duration entered.

If Override Date is populated, the Follow-Up date is calculated as the Override Date/Time plus the duration entered.

Object Type

Select a value from the drop down.

Notes:

• When creating a Follow-up using the user interface, this is assigned systematically (based on where the follow-up is created – an account, ticket, etc). When using the action, you must select an object type so that it can be associated correctly.

• Journal Item should be selected when associating the follow-up to a Ticket.

Object ID

Populate based on the Object Type selected. Find object IDs in their respective object searches.

Status*

Follow-Up Status. Available statuses are configured in the Admin Console Data Management table.

Type*

Follow-Up Type. Available types are configured in the Admin Console Data Management table.

Attributes

If there is an attribute definition associated with the Follow-Up type, the attribute properties and values can be entered as a JSON string.

Example (attribute with one property called ‘Address Type’:

{“Address Type”:”Residential”}

Object Type*

Follow-up

Object ID*

Follow-up ID (Find via Follow-up search).

Duration*

Integer value for days or hours (duration type) to send the reminder before the follow-up is due.

Duration Type*

Days or Hours

Object Type*

Select the type of object the journal will be associated to: Customer, Ticket, Follow-Up, Billing Order, Dispute or Equipment.

Notes:

• When creating a journal using the user interface, this is assigned systematically (based on where the journal is created. When using the action, you must select an object type so that it can be associated correctly.

• Select Journal Item when associating the journal to a Ticket or Follow-Up.

Object ID*

Populate based on the Object Type selected. IDs are available via the respective object searches.

Description*

Description for the Journal.

Status

Journal Status – Available statuses are configured in the Admin Console Data Management table.

Type*

Top-level classification for logical grouping based on business purpose. This drop down is populated by the corresponding table in Admin Console Data Management.

Attributes

If there is an attribute definition associated with the Journal type, the values for the attribute properties can be entered as a JSON string.

Example:

Attribute definition with 2 properties ‘Address Type’ and ‘County’:

Syntax: {“Address Type”:”Residential”,”County”;”Washington”}

Is Retained

Yes/No – This exposes the journal/follow-up/tickets in the Customer Summary view (IDI Desktop Client) and InfoCenter (Tickets web application).

Action:

• Duration*

• Duration Type*

• Override Date

Use these fields to specify an offset from when the trigger fires to populate the Ticket’s Action Date field. This is the time by which the Ticket should be moved from Open status, to another status that indicates the issue is receiving attention (for example In Progress). To illustrate, if company policy requires non-priority issues to be acted on withing 24 hours of being opened, such Tickets should be assigned an action date of open date + 24 hours.

• The Duration Type specifies the time unit (Hour, Day, Week, Month…). Enter as an integer.

• The Duration specifies the quantity (e.g. 1 week, or 8 hours).

• Override Date is the Date/Time to be used with Action Date calculation

• If Override Date is left blank, the Action Date is calculated as the current date time plus the duration entered.

• If Override Date is populated, the Action date is calculated as the Override Date/Time plus the duration entered.

Assigned To*

Person or group assigned to resolve the ticket.

Attributes

If there is an attribute definition associated with the ticket type, the attribute properties and values can be entered as a JSON string.

Example (attribute with one property called ‘Address Type’:

{“Address Type”:”Residential”}

Category

This menu is populated based on the selected type which may or may not have categories defined (in Admin Console).

Type*

Top-level classification for logical grouping based on business purpose. This drop down is populated by the corresponding table in Admin Console Data Management.

Commit

• Duration

• Duration Type

• Override date

Use these fields to specify an offset from when the trigger fires to populate the Ticket’s Commit Date field. This is the date and time the customer was told the problem would be resolved.

• The Duration Type specifies the time unit (Hour, Day, Week, Month…). Enter as an integer.

• The Duration specifies the quantity (e.g. 1 week, or 8 hours).

• Override Date is the Date/Time to be used with Commit Date calculation

• If Override Date is left blank, the Commit Date is calculated as the current date time plus the duration entered.

• If Override Date is populated, the Commit date is calculated as the Override Date/Time plus the duration entered.

Customer ID*

For a Customer or Global ticket, enter the CustID.

Contact

Enter the contact.

Description*

Enter a description.

Facilitator

Person or group responsible for managing the assigned user.

Impact/Urgency

Impact is a measure of the effect it has on the customer. Select from the drop-down menu. Urgency is a measure of the extent to which the Ticket’s resolution can bear delay. These drop downs are populated by the corresponding tables in Admin Console Data Management. The combination of selected Impact and Urgency may determine Ticket Priority if so configured.

Priority*

Priority is used to identify the relative importance of a Ticket and may be used to guide how quickly a Ticket should be resolved. This drop down is populated by the corresponding table in Admin Console Data Management.

Status*

This indicates the point where the Ticket has progressed in your resolution process. This drop down is populated by the corresponding table in Admin Console Data Management.

Subcategory 1 & 2

Enter as may be applicable.

Title*

Enter a title.

Type*

Top-level classification for logical grouping based on business purpose. This drop down is populated by the corresponding table in Admin Console Data Management.

Wait for Ticket to Close*

Yes/No/False – This only applies if the action is used in a Workflow (not a trigger). This can be used to pause the workflow until the ticket closes (when Yes is selected). No = False. False is the default.

Action:

• Duration*

• Duration Type*

Use these fields to specify an offset from when the trigger fires to populate the Ticket’s Action Date field. This is the time by which the Ticket should be moved from Open status to another status that indicates the issue is receiving attention (for example In Progress). To illustrate, if company policy requires non-priority issues to be acted on withing 24 hours of being opened, such Tickets should be assigned an action date of open date + 24 hours.

• The Duration Type specifies the time unit (Hour, Day, Week, Month…). Enter as an integer.

• The Duration specifies the quantity (e.g. 1 week, or 8 hours).

Assigned To*

Person or group assigned to resolve the ticket.

Category

This drop down is populated based on the selected type which may or may not have categories defined (in Admin Console)

Commit

• Duration

• Duration Type

Use these fields to specify an offset from when the trigger fires to populate the Ticket’s Commit Date field. This is the date and time the customer was told the problem would be resolved.

• The Duration Type specifies the time unit (Hour, Day, Week, Month…). Enter as an integer.

• The Duration specifies the quantity (e.g. 1 week, or 8 hours).

Facilitator

Person or group responsible for managing the assigned user.

MessageID*

Identifies the email that creates the Ticket.

Priority*

Priority is used to identify the relative importance of a Ticket and may be used to guide how quickly a Ticket should be resolved. This drop down is populated by the corresponding table in Admin Console Data Management.

Status*

This indicates the point where the Ticket has progressed in your resolution process. This drop down is populated by the corresponding table in Admin Console Data Management.

Subcategory 1 & 2

Title*

Enter a title.

Type*

Top-level classification for logical grouping based on business purpose. This drop down is populated by the corresponding table in Admin Console Data Management.

Workflow ID*

Name of the Workflow definition.

Note:

Only checked in Definitions will be available for selection.

Coordinator*

ID/name of the individual who will be coordinating this instance.

Name Override

Actual name of this definition. This is a free text field. You can enter a unique name to set it apart from another instance.

Instance GUID

This can be assigned to the workflow to uniquely identify it. Systems use this to give workflow an ID, so it can lookup the workflow later.

Requested Due Date

Date and time for instance to be completed.

Extended Data

Ties into user defined extended data in the Workflow definition.

Auto-Start

Enter Yes or No.

Link Reference ID

This field and Link Reference Type are used to establish the linkage between a workflow and its related customer or ticket.

Enter the specific customer or ticket ID based on the selected Link Reference Type.

Link Reference Type

Select Customer or Ticket.

Action:

• Duration*

• Duration Type*

Use these fields to specify an offset from when the trigger fires to populate the Ticket’s Action Date field. This is the time by which the Ticket should be moved from Open status to another status that indicates the issue is receiving attention (for example In Progress). To illustrate, if company policy requires non-priority issues to be acted on withing 24 hours of being opened, such Tickets should be assigned an action date of open date + 24 hours.

• The Duration Type specifies the time unit (Hour, Day, Week, Month…). Enter as an integer.

• The Duration specifies the quantity (e.g. 1 week, or 8 hours).

Add Affected Customers*

Populates Affected Customer information on the Ticket as needed. This is used to associate customers the Equipment Ticket based on the equipment assignments for the selected equipment. Only customers that have the equipment assigned to them can be associated to an Equipment Ticket.

Assigned To*

Person or group assigned to resolve the ticket.

Category

This drop down is populated based on the selected type which may or may not have categories defined (in Admin Console)

Commit

• Duration

• Duration Type

Use these fields to specify an offset from when the trigger fires to populate the Ticket’s Commit Date field. This is the date and time the customer was told the problem would be resolved.

• The Duration Type specifies the time unit (Hour, Day, Week, Month…). Enter as an integer.

• The Duration specifies the quantity (e.g. 1 week, or 8 hours).

Create Child Tickets

Yes/No – When affected customers are added to an Equipment Ticket, you have the option to create Child Tickets for them.

False = No

Facilitator

Person or group responsible for managing the assigned user.

MessageID*

Identifies the email that creates the Ticket.

Priority*

Priority is used to identify the relative importance of a Ticket and may be used to guide how quickly a Ticket should be resolved. This drop down is populated by the corresponding table in Admin Console Data Management.

Resolve Child Tickets*

Yes/No

False = No

Resolution – Status

This is the Status to use when the Ticket is resolved. Options are based on the corresponding table in Admin Console Data Management.

Resolution Type

This is the Type to use when the Ticket is resolved.

Status*

This indicates the point where the Ticket has progressed in your resolution process. This drop down is populated by the corresponding table in Admin Console Data Management.

Subcategory 1 & 2

How are these used? I don’t see them in tickets GUI

Type*

Top-level classification for logical grouping based on business purpose. This drop down is populated by the corresponding table in Admin Console Data Management. Not a documentation issue but seems weird type and category are so far removed from each other in the GUI is category options are based on type selection

Is New Customer*

Yes/No.

Customer ID*

This is the account number.

Contact ID*

Available via contact search.

Contact Type ID*

System-generated ID associated to a Contact Type as indicated in the Contact Type table in Admin Console Data Management

Current/Previous

The values in these fields are for use by the notification that is sent.

Customer ID*

This is the account number.

CPNI Updated*

Drop down menu – Yes/No

AdjustmentID*

ID of the Adjustment. Available via Customer Care Adjustment Search or Adjustment Details page.

Unblock Adjustment

Select Yes (unblock the adjustment) or No (leaves it blocked).

Action Date

When the follow-up is expected to be completed.

Assigned To

User or group the Follow-Up is assigned.

Close

Yes/No. Yes closes the follow-up

Description

Description for the Follow-Up.

Follow-up ID*

Identifies the follow-up to be modified.

Status

Follow-Up Status. Available statuses are configured in the Admin Console Data Management table.

Attributes

If there is an attribute definition associated with the Follow-Up type, the attribute properties and values can be entered as a JSON string.

Example (attribute with one property called ‘Address Type’:

{“Address Type”:”Residential”}

Journal ID*

Numeric ID of the Journal to be modified – available via Journal Search.

Description

When provided, the Description will be updated to this value.

Status

Menu populated via corresponding Admin Console Data Management table.

Type

This drop down is populated by the corresponding table in Admin Console Data Management.

Attributes

If there is an attribute definition associated to the journal, the values for the attribute properties can be modified as a JSON string.

Example:

Attribute definition with 2 properties ‘Address Type’ and ‘County’:

Syntax: {“Address Type”:”Residential”,”County”;”Washington”}

Assigned To

Populates the Ticket’s Assigned To field (User responsible for handling this Ticket).

Priority

Priority is used to identify the relative importance of a Ticket and may be used to guide how quickly a Ticket should be resolved. Options are based on the corresponding table in Admin Console Data Management.

Status

Ticket Status indicates the point where the Ticket has progressed in your resolution process. Options are based on the corresponding table in Admin Console Data Management.

Ticket ID*

Identifies the ticket to be modified.

OrderID

Available in the Orders web module via the Order Search Results, Order Summary page or Order Details page. Also available in Customer Care via the Orders tab on the Order History page.

Block Posting

Yes or No

Reason

Select the Adjustment Reason. These are defined in Admin Console Data Management.

Service Processing Actions

Optional filtering parameter can be used to selectively specify service(s) on the order to be impacted by the action.

Service Catalogs

Optional filtering parameter can be used to selectively specify service(s) on the order to be impacted by the action.

Service Items

Optional filtering parameter can be used to selectively specify service(s) on the order to be impacted by the action.

Order ID*

Available in the Orders web module via the Order Search Results, Order Summary page or Order Details page. Also available in Customer Care via the Orders tab on the Order History page.

Profile ID*

Select any one of the available Profiles as configured in the Provisioning web application.

SMTP. Host*

SMTP server.

SMTP.Port

SMTP port number.

SMTP.Enable SSL

Whether the connection is secured by SSL (true) or not (false).

From*

Email address of the sender. Multiple senders must be separated by a semicolon. Do not include a space between the addresses. Example: email1@idibilling.com;email2@idibilling.com;email3@idibilling.com

To*

Email address recipient. Multiple recipients must be separated by a semicolon. Do not include a space between the addresses. Example: email1@idibilling.com;email2@idibilling.com;email3@idibilling.com

Subject*

Subject of the email.

Body

Text included in the body of the email.

Template Name*

Name of the template to be used to create the notification.

Type*

Type of template to be used to create the notification. The first field contains the name of the Template Type. The second field contains the object ID of the Template Type using the format @[orderid].

Valid types: Order, Account, Other

ObjectID

When Type = Order, this is the OrderID, when it is Account, it is a CustID; when Type = Other, this can be other IDs (PaymentAccountTransactionID, EPayTransactionID,PaymentAccountID are examples).

Delivery Method*

Method to be used to deliver the notification.

Valid entries: Email, SMS_SMTP, SMS_SMPP

From*

Email address of the sender. Multiple senders must be separated by a semicolon. Do not include a space between the addresses. Example: email1@idibilling.com;email2@idibilling.com;email3@idibilling.com

To*

Email address recipient. Multiple recipients must be separated by a semicolon. Do not include a space between the addresses. Example: email1@idibilling.com;email2@idibilling.com;email3@idibilling.com

CC

Carbon copy recipient

BCC

Blind carbon copy recipient

Subject*

Subject of the email

Body*

Body of the email

Link Reference ID

Depending on what is put in Link Reference Type, this is a CustID or a Ticket ID.

Link Reference Type

From Alias

Optional alias.

To*

Recipient address. Multiple recipients must be separated by a semicolon. Do not include a space between the addresses. Example: email1@idibilling.com;email2@idibilling.com;email3@idibilling.com

CC

Carbon copy recipient

BCC

Blind carbon copy recipient

Subject*

Subject of the email

Body*

Body of the email

Link Reference ID

Depending on what is put in Link Reference Type, this is a CustID or a Ticket ID.

Link Reference Type

From*

Email address of the sender. Multiple senders must be separated by a semicolon. Do not include a space between the addresses. Example: email1@idibilling.com;email2@idibilling.com;email3@idibilling.com

To*

Email address recipient. Multiple recipients must be separated by a semicolon. Do not include a space between the addresses. Example: email1@idibilling.com;email2@idibilling.com;email3@idibilling.com

CC

Carbon copy recipient

BCC

Blind carbon copy recipient

Template*

Template used to send the email

Data*

Link Reference ID

Depending on what is put in Link Reference Type, this is a CustID or a Ticket ID.

Link Reference Type

From Alias

Optional alias

To*

Recipient address. Multiple recipients must be separated by a semicolon. Do not include a space between the addresses. Example: email1@idibilling.com;email2@idibilling.com;email3@idibilling.com

CC

Carbon copy recipient

BCC

Blind carbon copy recipient

Template*

Template used to send the email

Data*

Link Reference ID

Depending on what is put in Link Reference Type, this is a CustID or a Ticket ID.

Link Reference Type

CartID

OrderID

Available in the Orders web module via the Order Search Results, Order Summary page or Order Details page. Also available in Customer Care via the Orders tab on the Order History page.

Clear End Date

Yes (clears the current end date) or No

Set Date

Enter the date.

Note:

You can use a dynamic injection variable or static date that will not change.

Interval

Enter X number of days into the future that the end date of the item should be set. If left blank, will default to today’s date or date of the set date/start date.

This field is not required.

Exclude Canceled Items

Yes excludes canceled line items during the execution of this action.

No includes canceled line items during the execution of this action.

Leaving this value blank includes canceled line items during the execution of this action.

Exclude Completed Items

Yes excludes completed line items during the execution of this action.

No includes completed line items during the execution of this action.

Leaving this value blank includes completed line items during the execution of this action.

Service Processing Actions

Optional filtering parameter can be used to selectively specify service(s) on the order to be impacted by the action.

Service Catalogs

Optional filtering parameter can be used to selectively specify service(s) on the order to be impacted by the action.

Service Items

Optional filtering parameter can be used to selectively specify service(s) on the order to be impacted by the action.

CartID

OrderID.

Available in the Orders web module via the Order Search Results, Order Summary page or Order Details page. Also available in Customer Care via the Orders tab on the Order History page.

Set Date

Enter the date.

Note:

You can use a dynamic injection variable or static date that will not change.

Interval

Enter X number of days into the future that the start date of the item should be set. If left blank, will default to today’s date or date of the set date/start date.

This field is not required.

Exclude Canceled Items

Yes excludes canceled line items during the execution of this action.

No includes canceled line items during the execution of this action.

Leaving this value blank includes canceled line items during the execution of this action

Exclude Completed Items

Yes excludes completed line items during the execution of this action.

No includes completed line items during the execution of this action.

Leaving this value blank includes completed line items during the execution of this action.

Service Processing Actions

Optional filtering parameter can be used to selectively specify service(s) on the order to be impacted by the action.

Service Catalogs

Optional filtering parameter can be used to selectively specify service(s) on the order to be impacted by the action.

Service Items

Optional filtering parameter can be used to selectively specify service(s) on the order to be impacted by the action.

MessageID*

Identifies the email to be forwarded.

From Address*

Address the email from which the email was originally sent.

Reference ID*

Ticket ID that the email is linked to. Available via the Tickets web module, Tickets Search Results or Ticket view.

To Address*

Email address that the message will be forwarded to.

Base Ticket URL*

Email address that will be used as the sender on the forwarded email.

CartID

OrderID

Available in the Orders web module via the Order Search Results, Order Summary page or Order Details page. Also available in Customer Care via the Orders tab on the Order History page.

Ignore Activations

Yes – Do not update status on activation or No.

Ignore Disconnects

Yes – Do not update status on disconnect or No.

Exclude Canceled Items

Yes excludes canceled line items during the execution of this action.

No includes canceled line items during the execution of this action.

Leaving this value blank includes canceled line items during the execution of this action.

Exclude Completed Items

Yes excludes completed line items during the execution of this action.

No includes completed line items during the execution of this action.

Leaving this value blank includes completed line items during the execution of this action.

Service Processing Actions

Optional filtering parameter can be used to selectively specify service(s) on the order to be impacted by the action.

Service Catalogs

Optional filtering parameter can be used to selectively specify service(s) on the order to be impacted by the action.

Service Items

Optional filtering parameter can be used to selectively specify service(s) on the order to be impacted by the action.

URL *

The complete URL path.

Is Async*

Whether the process is async (1) or not (0).

Headers – Authorization

Authorization value to be included in the HTTP request.