Service order management data flow

The service order management process includes an exchange of requests and responses between IEE and an external service order management system.

1. When IEE Service Order Management receives a hardware or communications failure exception, it immediately routes the exception to the utility's service order management application with a request to create a service order. IEE users can also send a request for a service order manually.

2. The external service order management system validates the request. If the request passes validation, the external system creates a service order and sends a confirmation to IEE. If the request fails, the external system notifies IEE that the request was rejected.

3. IEE tracks the service order from creation through rejection, cancellation, or closing.

4. If configured to do so, IEE sends a cancellation request to the source system if communication has been restored to the meter.

Note: It is possible for a single meter to generate multiple service orders. For example, one service order request might be triggered by a reading gap and another might be triggered by a device event.

If the two requests have different service order codes or categories, the external system processes the requests separately. If they have the same service order code and category, they are combined into a single request. A meter cannot have more than one open service order with the same code and category.