When a wireless service number in the IDI platform gets out of sync with information in the switch, the refresh service provisioning action lets you re-provision 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 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.
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.
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 Client using the automated Billing System Update workflow action. Once the order is sent to the 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, in 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.
Prerequisites
The Refresh Service 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)
Running the Refresh Service Action
To run the Refresh Service action:
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 or click Select All to select all providers.
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.
