--- title: "Change Reasons" slug: "change-reasons" updated: 2026-08-07T17:26:30Z published: 2026-08-07T17:26:44Z canonical: "help.idibilling.com/change-reasons" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.idibilling.com/llms.txt > Use this file to discover all available pages before exploring further. # Change Reasons When you make a change to a service (for example (Swap Equipment, Hotline, or Disconnect) you are required to select a Change Reason. Change Reasons are created and managed via the Change Reason table in Data Management. The entries in the table populate specific drop-down lists when working with a customer record. To access this table, under **Data Management** double-click **Change Reasons**. Note that the columns in this table vary depending upon the Change Type you select from the drop-down menu. **Change Reason Table for Disconnect** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/85354.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A58Z&se=2026-11-14T11%3A49%3A58Z&sr=c&sp=r&sig=DVimJ90jI0z3Ff6I32%2FqFtxIzmpTmLtpmY%2FXHZTi2HM%3D) **Change Reason Table for Hotline, Redirect, Suspend** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/85355.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A58Z&se=2026-11-14T11%3A49%3A58Z&sr=c&sp=r&sig=DVimJ90jI0z3Ff6I32%2FqFtxIzmpTmLtpmY%2FXHZTi2HM%3D) **Change Reason Table for Reconnect, Swap Equipment, Market Change, Move Service** **![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/85356.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A58Z&se=2026-11-14T11%3A49%3A58Z&sr=c&sp=r&sig=DVimJ90jI0z3Ff6I32%2FqFtxIzmpTmLtpmY%2FXHZTi2HM%3D)** The Change Reason options are: - Disconnect - Reasons why an account may be disconnected. - Hotline - Reasons why calls to a service are not terminated at that number, but are forwarded to a collection agency or customer service (wireless). - Redirect - Reasons why calls to a service are not terminated at that number, but are forwarded to collection agency or customer service (wireline). - Suspend - Reasons why a service or an account may be turned off without being disconnected. - Swap Equipment - Reasons why a retail product, such as a handset, may be swapped (wireless). - Market Change - Reasons why a market change was made to an account - Move Service - Reasons why the service was moved from one account to another The shortcut menu for this table lets you add, edit and delete change reasons. See **Edit or Add a Change Reason.** Whether you are creating a new Change Reason or editing an existing one, the add/edit dialog provides some combination of the following fields, depending on the selected Change Type: ([Show Picture](/docs/change-reasons#expandblock-54436-72289-d1e141540)) #### Dialog for Disconnect Change Reasons ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/85358.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A58Z&se=2026-11-14T11%3A49%3A58Z&sr=c&sp=r&sig=DVimJ90jI0z3Ff6I32%2FqFtxIzmpTmLtpmY%2FXHZTi2HM%3D) #### Dialog for Hotline, Redirect, Suspend Change Reasons ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/85359.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A58Z&se=2026-11-14T11%3A49%3A58Z&sr=c&sp=r&sig=DVimJ90jI0z3Ff6I32%2FqFtxIzmpTmLtpmY%2FXHZTi2HM%3D) #### Dialog for Reconnect, Swap Equipment, Market Change, Move Service Change Reasons ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/85360.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A58Z&se=2026-11-14T11%3A49%3A58Z&sr=c&sp=r&sig=DVimJ90jI0z3Ff6I32%2FqFtxIzmpTmLtpmY%2FXHZTi2HM%3D) | Change Reason ID | This is a system-generated number and cannot be modified. | | --- | --- | | Description | Enter a description of the change reason. | | Start Date | Enter the first date the change reason is available for selection in the appropriate drop-down lists. | | End Date | Enter the last date the change reason is available for selection in the appropriate drop-down lists. | | Assess ETF (check box) | **Only applies to Change Type = Disconnect.** If selected, the Assess ETF column is displayed with True (ETC is charged). If cleared, the Assess ETF column is displayed with False (ETC is not charged). | | Aging Interval Days | **Only applies to Change Type = Disconnect.** Service number aging duration: - Entered as number of days - 0 is a valid entry (= immediately available) - Null is a valid entry (= use value specified in Add/Edit Service Number Inventory form in Customer Management (Inventory Management > Service Number Inventories > Inventories > Add/Edit When service number aging is set for a change reason it will supersede the aging rules set up in Customer Management. If a change reason does not have service number aging defined, the Customer Management rules will apply. | | NLAD De-Enroll Type | **Only applies to Change Type = Disconnect.** Select the appropriate National Lifeline Accountability Database de-enroll type. This is used only if your company offers the Lifeline program. | | Block Make Sale Restore | **Only applies to Change Type = Hotline. Redirect or Suspend** Specifies whether or not to allow users to restore a service when the service has been hotlined/suspended/redirected for this reason. This works in combination with user permission - Allow Restore of Blocked Services. This permission regulates a user’s ability to restore a service in POS Make Sale if the service has been hotlined/suspended/redirected with a Change Reason marked as Block Make Sale Restore. Users having Allow Restore of Blocked Services permission can continue with a manager override to restore; otherwise, a user with this permission will be required to log-in and complete the manager override. |