CC&B automatically creates field activities when a specific Customer Event takes place. This depends on the way you have setup your Field Activity Type Profiles, the templates within, and associated SP Condition(s) on the template. CC&B uses the service point type, its state and referenced customer event to determine which field activity type to generate.
Customer events available in the base product include:
Cut for Non-payment (CNP)
Disconnect Warning (DIWA)
Reconnect for Payment (REPY)
Reread (RERD)
Stop Service (STOP)
Start Service (STRT)
Start/Stop (STSP)
Note the Field values/codes defined for each event.
CC&B comes with a flexibility to define new set of customer events. These can be defined in the Look Up - CUST_EVT_FLG. Values from the Look Up are used on the Field Activity Type Profile Template page.
So what's the use of having user-defined Customer Events? And how will the system detect such events in order to create field activity(s)?
Well, system can only detect such events when you reference a user-defined customer event on a Severance Event Type for an event type Create Field Activities.
This way you can create additional field activities of a specific field activity type for user-defined customer events.
One of our customers adopted this feature and created a user-defined customer event CNPW - Cut for Non-payment for Water Services. This event was then linked on a Field Activity Type Profile and referenced on a Severance Event - CUT FOR NON PAY-W. The associated Severance Process was configured to trigger a reconnection process if it was cancelled (done by defining a Post Cancel Algorithm). Whenever this Severance Event was executed, a specific type of Field Activity was generated for disconnection purposes. The Field Activity type was determined by the system from the Field Activity Type Profile referenced for the SP Type, SP's state and the referenced user-defined customer event.
All was working well until the time when they realized that in spite of the Severance Process getting cancelled (when a payment was made); the Post Cancel Algorithm was not executed to start a Reconnection Severance Process for the purpose of generating a reconnection field activity and reconnecting the service.
Basically, the Post Cancel algorithm (if specified on a Severance Process Template) is triggered when a Severance Process gets cancelled because a credit transaction has affected/relieved a Service Agreement's debt.
So what exactly was happening? Now we come to actual question as to what are limitations in having user-defined customer event.
System defined/base customer events are hard-coded across the entire system. There is an impact even if you remove any customer event entry from the Look Up. User-defined customer events are not recognized by the system anywhere else except in the severance process, as described above.
There are few programs which have routines to first validate the completion of disconnection field activities, which were raised as a result of customer event CNP - Cut for Non-payment in order to perform other associated actions. One such program is the Post Cancel Algorithm, referenced on a Severance Process Template, generally used to reconnect services which were disconnected from other Severance Event, specifically CNP - Cut for Non-Payment. Post cancel algorithm provided by the product - SEV POST CAN does the following (below is the algorithm's description):
This algorithm is called after a severance process has been cancelled (typically because the debt was paid and the SA is no longer eligible to be on the severance process). It checks to see if the process has a completed 'disconnect' event and, if so, starts a reconnect process using the Reconnect Severance Process Template defined in the parameter.
Notice the underlined text. This algorithm implicitly checks for Field Activities having completed status, which were generated from Severance Events as a result of CNP - Cut for Non-payment customer event.
Now if we look back to the customer's issue, we can relate that the Post Cancel algorithm was triggered, but was not able to find any 'Completed' CNP - Cut for Non-payment related field activity. And hence was not able to start a reconnection severance process. This was because a field activity was generated and completed for a customer event CNPW - Cut for Non-payment of Water Services instead.
To conclude, if you introduce new customer events, you should be aware that you don't extend or simulate base customer events, the ones that are included in the base product, as they are further used to provide/validate additional business functions.
