Refresh Service Via Web Applications

When a wireless service number in the IDI system gets out of sync with information in the switch, the refresh service provisioning action lets you reprovision the service without having to disconnect and reconnect. Wireless carriers that use the IDI Desktop Client refresh service functionality can now perform the same action in the web order applications. Refresh service can be initiated from the Orders web module or Customer Care.

The web application refresh order will use your provisioning company’s existing task plan/execution plan set up in the IDI Desktop Client to provision the refresh by assigning the order type to a simple workflow with a billing system update action.

Note:

If you did not previously use refresh service functionality and want to start, contact your Account Manager to open a professional services work order to have this set up, or to schedule workflow training.

Setup

Setup for this functionality may require:

• Security roles/permissions – Users responsible for refresh service must be assigned a role with the new Refresh Service permission.

• Order Field Configuration – This can be used to restrict access and/or default the order type when using the refresh action.

• Map order to Billing System Update workflow – This is required for users new to this functionality that do not yet have this prerequisite set up in their system.

Security Permission

Users responsible for performing the refresh service action must be assigned a role with the new Refresh Service permission located under Orders in the Security web module. The following roles come preconfigured with the Refresh Service permission:

• Order Admin

• Order Manager

• Order User

  

Order Field Configuration

Access to the Refresh action in Orders can be restricted through Order Field Configuration. You can also use this to default the order type when using the refresh action.

Map Order to Billing System update Workflow

Web-based refresh service orders use you provisioning company’s existing task plan/execution plan in the IDI Desktop Client to provision the refresh request. The web order must be sent to the Desktop Client using the automated Billing System Update workflow action. Once the order is sent to the Desktop Client, the system will assign the refresh task plan, and the provisioning request will be sent.

For help creating and configuring a workflow with a Billing System Update action, contact your Account Manager to open a professional services work order or to schedule workflow training.

To check the order type configuration, go to the Orders Web module and select MANAGE > Order Scenarios. Select an Order Scenario from the list on the left. This displays the workflow configuration details on the right side of the page with additional buttons to edit or delete the scenario. Click NEW to add a new scenario for order-service combinations. This displays the Workflow Configuration fields on the right side of the page.

Refresh Service Starting Block

Enabling starting blocks is not a requirement; however, if enabled, a preconfigured Refresh starting block will be available in the web-based Product Catalog with the Starting Action set to Refresh Service. You can use this starting block as is, modify it as needed, or create a new starting block with Starting Action set to Refresh Service. For more on starting blocks refer to the Product Catalog web help or the Web Sales article in the IDI Knowledge Center.

Performing a Refresh Action

The Refresh action is only available to users with Refresh Services permission as set up in the Security module. Also, this action is only available on services with provisionable products. The system only displays the provisioning companies/switch providers for the provisioning SKUs assigned to the service. You can choose one or more provisioning companies/switch providers, and edit, update, or remove the selected provisioning companies.

• Service Criteria

• Active (disconnect date is NULL or in the future)

• Not in a suspended status

• Service Class is Wireless

• Service has active provisioning products assigned to it

• Provisioning Product Criteria

• Provisioning Company ID is > 0 and not NULL

• Active (disconnect date is NULL or in the future)

Using Customer Care

Whether starting blocks functionality is enabled in your system or not, you start on the Services and Features page where you can select one service at a time to refresh. In the left panel, select a service with provisionable products, then proceed as follows:

• When starting blocks is not enabled use the Actions drop-down menu in the right panel to select the Refresh action.

  Note:

  This action will not be available if the selected service is not eligible for a refresh (does not meet all criteria as previously described).

  

• When starting blocks is enabled the Actions menu is replaced by a Start Transaction button which displays the select starting block form. Note: Be sure to use the service-level Start Transaction button as Refresh is a service-level action.

  

  Select the Refresh Service starting block. Note: This block will not be available via the account-level Start Transaction button, nor will it be available if the selected service is not eligible for a refresh (meets all criteria as previously described).

  

  Whether you initiate the Refresh action from the Actions menu, or Refresh Service starting block, it opens the Orders web module to the New Order page. In the Basic Information section the Customer field is pre-populated. Order Type may also be pre-populated with a default value if set up through Order Field Configuration (or starting block configuration if applicable). If not Order Type must be selected. The Refresh Service Information section will show the selected service number with the provisioning companies/switch providers for the provisioning SKUs assigned to the service. Select Provisioning Providers as applicable. The Select All check box lets you select all providers with one click (version 23.4 and later).

  

  On saving, the selected provisioning companies are displayed on the service detail view where you can edit, update or remove the selected provisioning companies. The Order details will not show provisioning SKUs for provisioning companies selected on the service; however, they will be sent to the client for provisioning.

  

  On clicking Review Order, the Service Summary view will summarize the number of services that will be refreshed.

  

Using Orders

When you initiate an order in the Orders web module, neither the customer nor the service are pre-selected. This gives you the flexibility to refresh multiple services on a single order. Whether starting blocks is enabled or not, there are no practical differences except that the refresh starting block may set some defaults on the new order.

• On the New Order page select the customer. Order Type may also be pre-populated with a default value if set up through Order Field Configuration (or starting block configuration if applicable). If not Order Type must be selected.

  

• On the Order Details page, click the Modify Service icon.

  

• Then in the right panel choose Action > Refresh and select one or more services with provisionable products.

  

  On clicking Add to Order you’ll be prompted to select one or more provisioning providers. Select provisioning providers as applicable. The Select All check box lets you select all providers with one click (version 23.4 and later).

  

  Note:

  The application will display all the provisioning providers for the selected services. If any of the selected services don’t have the selected provisioning providers, those services will not be staged. Only selected services with applicable provisioning products will be added. Below you can see only four of the five selected services have been added.

  

  On clicking Review Order the Order Summary will indicate the number of services being refreshed.