Canceling service orders

You can send a request to the external service order management system to cancel open service orders.

Note: You must have the Cancel Service Order security permission to cancel service orders. If your user account does not have this permission, the Cancel menu option is not available to you.

1. Go to Service Orders > Service Order Monitor.

2. Use Filters or Search to find the service order that you want to cancel.

   Filtering Service Orders

   You can filter the service order list by criteria specific to service orders and by general configuration entities.

   Note: You can filter the list by applying a filter or by using a search query. You cannot use a filter and a search query at the same time.

   1. Go to Service Orders > Service Order Monitor.

   2. In the top pane, click the Filter button to open the Service Orders Filter dialog.

   3. In the Service Order Specific Parameters pane, select a date type:

      • Request Date. The date IEE sent a request to the external system to create a service order.
      • Create Date. The date the external system created the service order.

   4. From the Date Range dropdown menu, select a defined range such as Yesterday or Last Thirty Days. To enter exact start and end dates, select Custom and enter the Start Time and End Time manually.

   5. In the Parameter list, select one or more parameters to add to the Build Filter Criteria table. The filter counts each additional parameter as an AND condition.

      For example, if you select Category and Code, the filter displays service orders that match the defined criteria for both the Category and the Code. The filter does not display service orders that match only the Category criteria or only the Code criteria.

   6. For each parameter, select a Condition for the values. For example, select Equals to include items that have one of the values defined in the filter. Select NotEquals to exclude items that match the values.

   7. For each parameter, define a maximum of three values to include in the filter. The filter counts each additional value as an OR condition.

      For example, to filter for open and in process service orders, select the Status parameter and set the Condition to Equals. In the Value column, select Open. In the Or column, select In Process. After you apply this filter, the service order monitor displays only service orders either the Open status or the In Process status.

   8. (Optional) You can use the Common Filter to add configuration parameters such as Service Point ID or Premise ID to the filter. For more information, see Using the common filter.

   9. Click Apply to refresh the service order list and view only those service orders that match the filter.

   Searching for Service Orders by Entity

   You can search for service orders by a standard set of configuration entities or by the service point ID. If no open service orders exist, the search returns “No records found.”

   Note: You can filter the list by applying a filter or by using a search query. You cannot use a filter and a search query at the same time.

   1. Go to Service Orders > Service Order Monitor.

   2. In the top pane, select the entity type from the Search dropdown menu and then enter the entity ID in the text box.

      Note: Enter exact values. Wildcards are not supported.

      • Service Point. Enter the exact service point ID.

      • Meter. Enter the exact meter ID.

      • Account. Enter the exact account ID.

      • Premise. Enter the exact premise ID.

      • Service Order. Enter the exact service order ID.

   3. Click the Search button to refresh the statuses counts and the service order list.

3. Right-click the service order and select Cancel. IEE updates the service order status to Cancellation Requested and sends the cancellation request to the external system.

   Note: If your user account has security permission to cancel service orders in bulk, you can use CTRL-click or SHIFT-click to select multiple service orders. Right-click the selection and select Cancel.

4. (Optional) To verify whether the service order has been canceled, filter the service order list by the Status of CancellationRequested. If the service order does not appear, filter the list by the State of Closed. When IEE receives confirmation that the external system has canceled the service order, the service order state changes to Closed.