Once a service has been started and goes into service, the subsequent service changes must be made by using Re-rate, Cancel and other service actions. In addition, a generic Change Status action is available for less common transitions. All actions rely on Change Status, i.e., Cancel would be equivalent to Change Status with Cancel as the target status.
The following happens when service status is changed:
- Service status is changed to the new value (the transition must follow allowed paths in the transition diagram).
- Service End Date is set for final statuses (equal to the change effective date).
- A service change record is created.
- The change is logged in the service timeline (Service Details → Timeline).
- Status change event is logged in Chatter.
If effective date is in the future, the change is saved as a request to be executed in the future. It will be visible in the service timeline as a pending change (in yellow):
The change will be processed automatically by the Apply Service And Element Changes job (Setup → Nextian Settings → Apply Service And Element Changes) when the Effective Date has been reached.
Please read more about applying changes to services here.
Service status can be changed manually by a user or automatically from a work order.
User-initiated status change
Status can be changed via the Change Status action on service details:
To change service status:
- Open service details.
- Click Change Status.
- Select New Status.
- Select Effective Date.
- Confirm with Save.
If the provided Effective Date is in the future, a change record will be created with that date, otherwise the service status will be immediately changed.
| Meaning of Cancel other pending status change(s)This option controls what happens when a new change is created, but there’s a pending change already. By default, all prior changes are canceled and their prior service change records deleted. There are some cases when this is not desired — for example, an automated process flow may schedule a change to Suspended For Non-Pay one week after notice followed by Canceled For Non-Pay two weeks after notice. In that case both changes should take place. |
Work order-initiated status change
In that case work order templates control the process flow by defining appropriate tasks and their sequence, for example cancellation template may have a ‘Disconnect Service’ as the last step of order processing.
