Disconnection and Reconnection

This function allows an agent of a utility company to request a disconnection or a reconnection of supply for a customer. For example, a customer may want to close their vacation home for the winter. The customer can call an agent to request a disconnection of supply and then call back at a later date to request a reconnection.

A disconnection or a reconnection can be requested for an account, a premise, a contract or another reference object. The devices related to the reference objects are displayed in the disconnection or reconnection request and can be selected for disconnection or reconnection.

Activities

You can use the following activities to create a disconnection or reconnection request for a business partner, a premise, a contract, or another reference object.

Request Disconnection

Activity	Description
Identify an account	When you create a disconnection request, an interaction record is created for that account.
Select a reference object	The reference object could be an account, a premise, a business agreement, a device, and so on. When you have selected a reference object, the link to create a new disconnection document appears in the object context menu below the reference object.
Create a disconnection request	If there is an active disconnection document for this reference object, the disconnection request will merely be one more activity on the disconnection document. Select the devices which need to be disconnected.

Note Note

If a device is an AMI device it is possible to disconnect the device remotely in a separate disconnection order. It is also possible to request an immediate disconnection for an AMI device.

End of the note.

Note Note

The disconnection document created from CRM is based on the variant with the disconnection reason Customer Request (for more information, see the ERP Customizing under Start of the navigation path SAP Utilities Next navigation step Customer Service Process Execution Disconnection/Reconnection Define Processing Variants for Disconnection Documents End of the navigation path ). You should make sure that in this variant the checkboxes to require notification for disconnection or reconnection remain unchecked, as it is not allowed to create notification work items for CRM Customer Request disconnection or reconnection.

End of the note.

Search Disconnections

Activity	Description
Search	You can search for a disconnection document for an account, a premise, a business agreement, a contract, and so on.

Note Note

You can select the appropriate checkbox to automatically fill the search criteria with the identified account, premise, or business agreement.

End of the note.

View Disconnections

Activity	Description
View disconnection documents for a reference object	Navigate from the object context menu or from the result list of the Search Disconnection Documents page
View information for each disconnection document	View the activities and objects involved for each disconnection document. You can also view additional information about the disconnection or reconnection entry such as meter readings and disconnection charges.
Cancel or change the scheduled time of a disconnection or a reconnection order

Request Reconnection

Activity	Description
Identify an account	When you create a disconnection request, the system creates an interaction record for that account.
Create a reconnection request	Select either a reference object or a disconnection document. The Request Reconnection function is available only if there is currently a disconnection document with the status Installation Fully Disconnected. The list of devices that are currently disconnected will be displayed.
Select devices to be reconnected	If some devices are AMI devices which can be remotely reconnected, it is also possible to request an immediate reconnection.