Configuring service order codes

Service order codes indicate why the service order was requested, such as a device event or a communication problem. IEE Service Order Management synchronizes with the external service order management system so that service order codes displayed in IEE are always current. When the service order is closed, IEE archives the service order along with the last code assigned to it.

Create the service order codes in IEE that you want IEE to track and store. You do not need to create codes for service orders you do not need to see in the IEE Service Orders workbench.

If IEE requests service orders and the external system sends a service order code that IEE does not recognize, IEE assigns that service order a code of unknown.

If the external system sends service order data that IEE did not request and IEE does not recognize the service order code, IEE ignores the service order. The IEE task monitor shows an error message that the service order could not be uploaded. For more information, see Task monitor.

Repeat these steps for each service order code.

  1. Go to Service Orders > Service Order Settings.

  2. Click Add Code.

  3. Enter the service order code. The name must be an alphanumeric string that does not contain spaces or special characters.

  4. Enter a text description about the purpose of this code, such as Investigate Tamper or Change Meter.

  5. Select the Restore Communication Behavior. This parameter determines whether the service order triggers a cancellation request when over the air communication is restored.

    • None. IEE does not send a cancellation request.

    • Manual. IEE does not send a cancellation request. IEE updates the service order state to CEPathValidation when communication has been restored.

    • Automatic. IEE sends a cancellation request. IEE updates the state to CancellationRequested when communication has been restored.

  6. Select the valid Service Order Categories that apply to the Service Order Code. The categories selected will determine the category/code combinations that can be used when creating a service order manually.

  7. If this code indicates that the work has been completed and the service order can be closed, select Completion Code. This is for informational purposes and does not change the status of a service order to Closed.

  8. Click OK.

  9. Click Save.

  10. (Optional) Right-click the code in the Codes list and perform additional configuration:

    • Use for Gap Fill. IEE marks all service orders that are generated by the gap fill process with this code. For more information, see Assigning gap fill code, category, and status.

    • Use for Cancellation. IEE sends this code with cancellation requests when communication has been restored.