Customer Care lets you see and update provisioning information for services and features. This lets you view the provisioning data that was sent to the provider and stored in the Provisioning application directly from Customer Care. The edit capability lets you keep the IDI platform and the endpoint in sync when technicians make updates directly to the switch.
Note
When you edit and update the provisioning data in Customer Care, the system does not update the provider's endpoint; it only updates the data stored in the Provisioning application. If you need to update the data at the endpoint, submit an order and use the appropriate provisioning action to send an update to the provider.
Setup
Some setup is required.
Permissions - Two new permissions in Security let you determine which users have the ability to view and update provisioning information in Customer Care. These permissions are assigned to any user with the Customer Admin role in Security. You can add these permissions to other roles as needed.
Making Provisioning properties visible in Customer Care - Settings for provisioning properties in the Provisioning web application let you control whether a property is visible and editable on an order. These settings also control whether provisioning properties are visible and editable in Customer Care. See Provisioning web help.
Accessing Provisioning Information Via Services and Features Page
When you select a service or feature on the Services and Features page, the View menu on the right Details pane provides a Provisioning option.
This option displays provisioning information in the Details pane. Provisioning information is grouped and displayed under the provisionable object created in Provisioning. You can choose to show all items or top-level items only.
All shows provisioning properties assigned to the service and any feature-level items that contain provisioning information. This allows you to view all provisioning data without knowing which feature is assigned to a provisionable object.
Top Level Only shows provisioning properties assigned directly to the service.
Note
There's a message at the bottom of the view to remind you when you edit and update the provisioning data in Customer Care, the system does not update the provider's endpoint; it only updates the data stored in the Provisioning application.
Note
When you attempt to view provisioning information for a disconnected service or feature, you’ll see a message indicating provisioning information is unavailable for disconnected services. This will also display for temporary service numbers. This lets you know the information is unavailable and not just missing.
From this view:
Select a provisionable object’s expand/hide arrow to show the provisioning details, and click the Edit button to enable editing provisioning information.
Required fields are marked with an asterisk and informational text. They are also highlighted in yellow if left undefined. The Edit button transitions to Save and Cancel options. Save is disabled until all required fields are defined.
Accessing Via Service Summary Page
You can also access service-level provisioning information by navigating to the details view for a service via the Account Summary > Service Summary.
Or by clicking the Service number on the Services and Features right Details pane.
Then scroll down to the Provisioning Information pane.
The system defaults to Top Level Only since you’re viewing the service details, but you can select All to view all provisioning data assigned to the service.