Service Order Process User Guide

Updated: 04/20/15

Document Number: 36UG4061552

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Copyright © 2015 SEDC

All rights reserved.

No part of this document may be copied or reproduced in any form or by any means without

the express prior written consent of SEDC.

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Changes and updates are periodically made to the software and services may be reflected in

future publications. This publication does not intend to completely document every feature and

function of the software; it only provides a general guide. Please consult other documentation

in addition to this document. Information in this document is subject to change without notice

and does not represent a commitment on the part of SEDC and/or its affiliates. All rights

reserved. Other product names mentioned may be trademarks of other vendor/manufacturers.

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Table of Contents

OVERVIEW 4

SETTING UP UPN 4

CONFIGURING SECURITY SETTINGS 4

CONFIGURING PARAMETER SETTINGS 5

WORKING WITH SERVICE ORDERS 5

CREATING SERVICE ORDERS 5

VIEWING OPEN SERVICE ORDERS 8

PROCESSING SERVICE ORDERS 9

RUNNING OFFLINE BATCH PROGRAMS 10

RUNNING AN OFFLINE BATCH PROGRAM 10

PRINTING AN OFFLINE BATCH PROGRAM REPORT 12

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Overview Service orders allow a utility to communicate between UPN users and the technicians in the

field. Whenever a utility account requires attention from field technicians, a Service Order is

created based upon the type of work needed at the location. This user guide covers the

Service Order Process from service order creation to work completion.

Service orders can be created in UPN for a variety of reasons including:

Connect Electric/Water/Gas

Disconnect Meter

Meter Change

In addition to adding service orders to the system, you can add additional information to an

existing service order, cancel a service order, and process completed service orders.

Setting Up UPN

Configuring Security Settings

Security settings must be appropriately configured in UPN before using the Service Order

Process. To configure security settings:

1. Navigate to CA Main Menu > Control Options > Class Maintenance.

2. Enter a Class Name into the available field, then click Search.

The Class List opens.

3. Click Change, then click the Class Name.

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4. Scroll down and click CA Service Order Menu to open a list of options. Click all items

in this list to enable full Service Order Menu functionality.

Configuring Parameter Settings

Parameter settings must be appropriately configured in UPN before using the Service Order

Process. The following parameters must be configured:

Single-digit parameter 256 – OUTDOOR LIGHT SYSTEM INDICATOR

Single-digit parameter 604 – AUTOMATION OF SERVICE ORDERS

Note: For assistance configuring parameters please contact SEDC Billing Product Support.

Working with Service Orders

Creating Service Orders

Create service orders through the Service Order function link. This link is accessible via the

Member Separator form or the Account History form after locating a Member Separator.

To locate a Member Separator:

1. From CA Main Menu select Inquiry or Search.

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2. From the Inquiry or Search screen select an option from the Option drop-down menu.

Note: The options that display in the Option drop-down menu vary between the Inquiry

and the Search screens.

3. Enter appropriate search criteria in the text field, then click Search. The results pane

displays a list of Member Separators. Click the desired record and the Member

Separator detail screen displays. If you searched for a specific Member Separator or

Customer Name the results pane does not appear and you are immediately directed to

the Member Separator detail screen.

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4. Hover your mouse over Service Order in the top menu, and a list of available service

order types displays.

Click the type of Service Order you want to create for the selected Member

Separator.

5. A new dialog opens allowing you input the appropriate data for the new Service Order.

This new dialog contains required fields and tabs that must be completed before the

service order process begins. If the account is not eligible for the selected service order

type an edit message appears.

6. After entering all applicable data into the new service order dialog click Update to save

the service order to UPN.

Note: The Route To field allows you to assign the service order to a specified department.

After users from the specified department complete the service order it is available for

processing.

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Viewing Open Service Orders

After a Service Order is created, it is identified as an Open Service Order in UPN. A Member

Separator’s Open Service Orders are accessible from the Member Separator detail screen. To

view an Open Service Order:

1. From CA Main Menu select Inquiry or Search.

2. From the Inquiry or Search screen select an option from the Option drop-down menu.

Note: The options that display in the Option drop-down menu vary between the Inquiry

and the Search screens.

3. Enter appropriate search criteria in the text field, then click Search. The results pane

displays a list of Member Separators. Click the desired record and the Member

Separator detail screen displays.

Note: If you searched for a specific Member Separator or Customer Name the results

pane does not appear and you are immediately directed to the Member Separator detail

screen.

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4. Associated Open Service Orders display in the bottom left corner of the Member

Separator detail screen.

5. Click the SO Nbr hyperlink to access Service Order detail or the Details hyperlink to

access Service Order Activity.

Processing Service Orders

After field technicians complete an Open Service Order, a UPN user must process the service

order in UPN so the service order record is updated. To process a service order:

1. Locate and view the Open Service Order detail in UPN. After the Service Order detail

displays click Functions > Process.

2. The following screen appears if data must be added to required fields before processing.

Click Continue to process the service order.

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3. The corresponding Process Service Order dialog displays.

Note: The Process Service Order dialog varies based upon the service order type. The

image shown is for illustrative purposes only.

4. Enter required data to process and complete the service order. The required data may

include fields such as Complete Date, Connect Date, Disconnect Date, Meter FM,

Rate, and Class.

5. Enter optional data as defined by your utility’s business practices.

6. Click OK to complete service order processing and close the service order.

Running Offline Batch Programs UPN Batch Programs allows you to generate multiple reports related to the Service Order

Process system. These reports provide you with information regarding open or completed

service orders as well as service order details.

Running an Offline Batch Program

Offline Batch Programs allow you to generate reports based upon specified data parameters.

To run a Batch Program associated with service orders:

1. Navigate to CA Main Menu > Batch Programs.

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2. The SEDC Programs and Reports dialog opens.

3. Double click a Program Name from the list to run the report. Common reports for the

Service Order Process include:

o Mobile Service Order Report – Completion Details (MORB)

o Mobile Service Order Report – Outdoor Lighting Completion (MOLB)

o Mobile Service Orders – Completed (MOCB)

o Outdoor Light – Service Order Print (SLFB)

o Service Order – Delete (SODB)

o Service Order – Forms (SOFB)

o Service Order Report – Detailed (SVRB)

o Service Order Report – Opened (SORB)

Note: Your ability to run a report is based upon security settings. If you do not have

access to a report check your Class Maintenance security settings or contact SEDC Product

Support.

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4. Answer prompts as required by the batch program.

5. When the report has finished running click Cancel to return to the SEDC Programs

and Reports dialog.

Printing an Offline Batch Program Report

After running an Offline Batch Program you have the ability to print the report to a file, to

Imaging, or to a local printer. To print a report:

1. Click the Reports tab on the SEDC Programs and Reports dialog to view all

generated reports.

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2. Click a report and select an option from the Print To drop-down menu. Click Print.

Note: You may also double click the report name to open the file for viewing before

printing.