Case manager

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Case manager

 

System definition for case manager

 

Case types

It is possible to configure different type of cases, for each case type the following is described:

•The module the case will be handled in:

oSimple cases are described in Customer.

oOutages are described in Operator.

oBigger cases are described in Designer.

•The type of customer that will be handled in the case type:

oExisting customer, which means customers that are imported from the billing system.

oNon existing customers, for example new customers for a new connection.

 

Each dpPower-user defines the case types to be used.

To define the different case types:

1.Select Administration > Codelists > Codelist manager.

2.Select the code list owner CUSTOMER and the codelist CASE_TYPE_CL.

 

Explanation for the different columns

CODENUM

This is a unique internal numerical value for the code list. This value is auto generated.

 

 

CODETEXT

Title of the case type. This text will be shown when selecting the case type.

Some case type are language handled:

2004,1            Felanmälan el / Error report electrical

2004,2            Felanmälan övrigt / Error report other

2004,3            Kundarbete / Customer task

2004,10          Mätarfrågor / Meter questions

2004,20          Ej debiterbar kabelvisning / Non chargeable locate cable

2004,30          Nyanläggning/Ombyggnad / Construction/Reconstruction

2004,50          Övrigt / Other

MODULE_NAME

Here, a possible module name for the case is entered.

OPERATOR = Electrical error report that is handled by Operator.

CUSTOMER_WORK = Customer work, handled by Designer. This requires a customer specific configuration for each customer.

METER_QUESTIONS = Meter questions, simple case that remains in the case manager and creates cases of the type Meter questions (otype 46004).

LOCATE_CABLE = Cable location, simple case that remains in the case manager and creates cases of the type cable location (otype 46001).

CONSTRUCTION = Construction/reconstruction, simple case that remains in the case manager and creates cases of the type Construction/reconstruction (otype 46003).

OTHER_ERROR_REPORTS = Other error report that remains in the case manager and creates cases of the type Other error report (otype 46005).

For the case types that do not have a module name set, the DEFAULT_MODULE section is used, here you create cases of the type Internal case (46000). The attribute forms for all such cases therefore look the same.

PRIORITY

 

RESPONSIBLE

Here you enter the name of the user who is responsible for this case type. If  the name also is defined under Administration > User information, then this user will get an e-mail when a new case is created.

CUSTOMER_APPLICABLE

1 - Means that this case type can be created for an existing electrical customer.

0 - Means that this case type can not be created for an existing electrical customer.

NON_CUSTOMER_APPLICABLE

1 - Means that this case type can be created for a non existing electrical customer.

0 - Means that this case type can not be created for a non existing electrical customer

 

Status for the case

To define the different case statuses:

3.Select Administration > Codelists > Codelist manager.

4.Select the code list owner CUSTOMER and the codelist CASE_STATUS_CL.

 

Explanation for the different columns

CODENUM

This is a unique internal numerical value for the code list. This value is auto generated.

 

CODETEXT

Title of the case status. This text will be shown when selecting the case status.

Some status type are language handled:

2004,101            Öppet /Open

2004,102            Avslutat / Error report other

2004,103            Kundarbete / Customer task