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Smart360 Reconnection Request Management - FAQ's

Getting Started & Dashboard Overview

Q: How do I access the Reconnection Request module in Smart360? A: To access Reconnection Request Management:

  1. Navigate to the Reconnection module from the main dashboard
  2. View KPI cards showing Pending Disconnection, Completed Disconnection, Pending Connection, and Completed Connection
  3. Access Current Requests tab for active requests or Request History tab for closed/completed requests
  4. Use search bar to find specific requests by request ID, name, or account number
  5. Apply filters by status, type, date, or priority as needed

Q: What information is displayed on the Reconnection Dashboard? A: The dashboard shows key metrics including:

  • Pending Connection: Reconnection requests awaiting processing or completion
  • Completed Connection: Successfully completed reconnection requests
  • Pending Disconnection: Disconnection requests in progress
  • Completed Disconnection: Successfully completed disconnection requests
  • Search Functionality: Find requests by request ID, customer name, or account number
  • Filter Options: Status, type, date, and priority filters for refined viewing

Q: How do I create a new reconnection request? A: To create a reconnection request:

  1. Click "Create Request" or navigate to reconnection request form
  2. Search and select customer by name, account number, or phone
  3. System automatically determines request type (Reconnection for inactive customers)
  4. Select reason for reconnection from dropdown
  5. Choose preferred date and time slot
  6. Add optional notes (max 250 characters)
  7. Review details and submit request

Customer Search & Request Type

Q: How do I search for a customer when creating a reconnection request? A: Customer search functionality:

  • Search Options: Enter customer name or account number
  • Partial Matching: System supports partial matches for all search criteria
  • Profile Locking: Customer profile automatically locks during request creation to prevent changes
  • Auto-fill: System populates customer name, account number, service address, contact info, and category
  • Status Check: System verifies customer is eligible for reconnection

Q: How does the system determine if it's a reconnection or disconnection request? A: Request type determination:

  • Reconnection Request: Automatically selected if customer status is inactive
  • Disconnection Request: Automatically selected if customer status is active or any status other than inactive
  • System Logic: Based on current customer account status in the system
  • Auto-population: Request type auto-populates as "Reconnection" when initiated from Reconnection module

Request Details & Scheduling

Q: How do I select the reason for reconnection? A: Reconnection reason selection:

  • Required Field: Must be selected from dropdown before proceeding
  • Source: Reasons populated from system settings > reconnection reasons
  • Reason Codes: Each reason has associated codes and priority levels
  • Examples: Payment completed, voluntary reconnection, new occupancy, service restoration
  • Priority Assignment: System automatically assigns priority based on selected reason

Q: How do I schedule a preferred date and time for reconnection? A: Scheduling process:

  • Date Selection: Choose preferred date using date picker (cannot select past dates)
  • Time Slots: Select from admin-configured time slots (typically 2-hour blocks)
  • Availability: Only available time slots are displayed
  • Past Date Prevention: System prevents selection of dates in the past
  • Optional Field: If not specified, system will schedule based on availability

Status Management & SLA Tracking

Q: What are the different reconnection request statuses? A: Request status lifecycle:

  • Pending: Newly created request awaiting acknowledgment
  • In Progress: Request has been acknowledged and is being worked on
  • On Hold: Request temporarily paused (can be resumed)
  • Completed: Request successfully completed with service restored
  • Closed: Request closed with specific reason (cancelled, duplicate, etc.)

Q: How does SLA tracking work for reconnection requests? A: SLA monitoring includes:

  • SLA Targets: Fixed thresholds set in system settings (Acknowledgement: 2 hrs, Response: 4 hrs, Resolution: 24 hrs)
  • SLA Due Date: Calculated from creation date plus defined resolution time
  • Time Remaining: Current time minus target resolution time
  • SLA Status: Shows "On Track" if within SLA rules, "Breached" if exceeded
  • Real-time Updates: SLA status updates continuously based on current time

Q: How do I acknowledge a reconnection request? A: Request acknowledgment process:

  1. Open the reconnection request detail view
  2. Click the "Acknowledgement" button to change status to In Progress
  3. Button changes to "Put on Hold" once acknowledged
  4. Use "Put on Hold" to pause request (status becomes On Hold)
  5. Use "Resume" button to return request to In Progress status

Plan Selection & Configuration

Q: How do I select a billing plan for reconnection? A: Plan selection process:

  1. Navigate to "Plan" tab in the reconnection request detail view
  2. Use search bar to search plans by plan name or short name
  3. System displays available plans filtered by customer category and sub-category
  4. Review plan details including monthly fees, rates, and features
  5. Select appropriate plan and click "Save and Next"
  6. System stores plan selection and proceeds to activation step

Q: What types of billing plans are available? A: Common billing plan types include:

  • Standard Residential Plan: Basic monthly billing with standard rates
  • Budget Billing Plan: Fixed monthly amounts based on usage history
  • Time-of-Use Plan: Peak and off-peak rate structures
  • Commercial Plans: Business-specific rate structures
  • Special Programs: Low-income, senior, or other assistance programs Plans are filtered based on customer category and eligibility.

Service Activation & Meter Assignment

Q: How do I activate services and assign meters for reconnection? A: Service activation process:

  1. Navigate to "Activate" tab after plan selection
  2. System displays metered utility services included in the selected plan
  3. Select appropriate meter for each utility service
  4. Enter last reading and reading date for each meter
  5. Ensure all utility services with metered requirements are attached with meters
  6. Click "Reconnect" to assign meters to consumer and update status to Active

Q: What information is required for meter assignment? A: Meter assignment requirements:

  • Meter Selection: Choose from available meters based on utility type
  • Last Reading: Enter the final reading value from the meter
  • Reading Date: Specify the date when the reading was taken
  • Validation: System validates that all metered services have assigned meters
  • Completion: All utility services must be properly configured before reconnection

Q: What happens when I complete the reconnection process? A: Upon reconnection completion:

  • Meter Assignment: Selected meters are assigned to the consumer account
  • Status Update: Consumer status changes from "Inactive" to "Active"
  • Service Restoration: Utility services become available for use
  • Billing Activation: Billing cycle starts based on selected plan
  • Notification: Customer receives confirmation of service restoration

Service Orders & Field Coordination

Q: How do I create a service order for reconnection? A: Service order creation:

  1. Navigate to "Service Order" tab in reconnection request detail view
  2. Select service order type from templates associated with consumer category
  3. Choose scheduled date using date picker
  4. Add remarks in text box for special instructions
  5. Click "Add Service Order" button to create the order
  6. Service order links directly to reconnection request for tracking

Q: What information is displayed for existing service orders? A: Service order tracking shows:

  • SO Number: Unique service order identifier
  • SO Name: Service order description
  • SO Status: Current status of the service order
  • Schedule Date: Planned completion date
  • Created On/By: Creation date and user
  • Assigned To/On: Technician assignment details
  • Remarks: Special instructions or notes
  • Actions: View details and download report options

Communication & Documentation

Q: What Quick Actions are available from the reconnection request detail view? A: Quick Actions include:

  • Send Response to Consumer: Redirects to individual messaging in communication module
  • Create Service Order: Redirects to service order tab for field coordination
  • Add Internal Note: Redirects to communication tab for team notes
  • Reconnect and Activate: Navigates to plan tab if plan not set, otherwise to activate tab
  • Close Request: Opens dialog box to close request with reason and notes

Q: How do I close a reconnection request? A: Request closure process:

  1. Click "Close Request" from Quick Actions
  2. Select reason from dropdown options:
    • Issue resolved
    • Duplicate request
    • Cancelled by consumer
    • No consumer response
    • Other
  3. Add additional notes explaining closure
  4. Confirm closure - request status changes to "Closed"
  5. Closed requests appear in Request History tab

Q: How does the communication system work? A: Communication functionality includes:

  • Communication Tab: Display of all communications sent to consumer or internal notes
  • Add Notes: User can add notes by selecting internal or consumer visibility
  • Communication Types: Email, SMS, phone calls, and in-person interactions
  • Timestamps: All communications logged with date, time, and user attribution
  • Audit Trail: Complete history maintained for compliance and reference

Service Information & Details

Q: What service information is displayed in the reconnection request? A: Service information includes:

  • For Each Utility Type: Electricity and Water services
  • Meter Details: Meter Number, Device Number retrieved from linked service account
  • Meter Type: Fetched from service master table
  • Current Reading: Last meter reading taken before reconnection request
  • Reading Date: Date when the current reading was recorded
  • Service Status: Current status of each utility service

Q: How is request priority determined? A: Priority determination:

  • Reason-Based: Priority automatically assigned based on selected reconnection reason
  • VIP Status: VIP customers may receive higher priority handling
  • Business Rules: Internal rules may affect priority based on account value or service type
  • Display: Priority level shown below account number in request detail view
  • Impact: Higher priority requests may receive faster processing and scheduling

Search, Filters & Reporting

Q: How do I search for specific reconnection requests? A: Search functionality includes:

  • Search Fields: Request ID, customer name, account number
  • Real-time Results: Search updates as you type
  • Case-Insensitive: Search works regardless of letter case
  • Exact/Partial Match: Support for both exact and partial matching
  • Quick Access: Click results to open detailed request view

Q: What filtering options are available? A: Available filters include:

  • Status: Filter by request status (Pending, In Progress, Completed, etc.)
  • Type: Filter by Reconnection or Disconnection requests
  • Date: Filter by request creation date ranges
  • Priority: Filter by High, Medium, Low priority levels
  • Combined Filters: Use multiple filters simultaneously for precise results

Q: How do I view request history and timeline? A: Timeline and history access:

  • Timeline Tab: Shows all request-related activities tracked and logged
  • Activity Log: Chronological list of actions, status changes, and communications
  • User Attribution: Shows who performed each action with timestamps
  • Status Lifecycle: Complete progression from Pending through completion
  • Audit Trail: Comprehensive record for compliance and analysis

Troubleshooting & Common Issues

Q: Why can't I create a reconnection request for a specific customer? A: Common restrictions:

  • Customer Status: Customer must have "Inactive" status for reconnection requests
  • Active Customers: Active customers cannot have reconnection requests (system will suggest disconnection)
  • Profile Lock: Customer profile may be locked by another active request
  • Account Issues: Outstanding issues may prevent reconnection eligibility
  • Permission Issues: Verify you have appropriate access rights

Q: What should I do if no billing plans are displayed for a customer? A: Plan availability issues:

  • Category Matching: Plans are filtered by customer category and sub-category
  • Plan Configuration: Verify plans are configured for the customer's category
  • System Settings: Check if plans are active and properly configured
  • Contact Administrator: May need admin assistance to configure appropriate plans
  • Customer Category: Verify customer category is correctly set

Q: Why is the "Reconnect and Activate" button not working? A: Activation requirements:

  • Plan Selection: Must select and save a billing plan first
  • Meter Assignment: All metered utility services must have assigned meters
  • Required Readings: Must enter last reading and reading date for all meters
  • Service Configuration: Verify all utility services are properly configured
  • System Validation: Check for any validation errors in the activation process

Q: How do I handle customers who need special reconnection arrangements? A: Special circumstances handling:

  • VIP Customers: System displays VIP badge and may provide priority processing
  • Payment Plans: Coordinate with billing department for special payment arrangements
  • Service Restrictions: Document any special service limitations or requirements
  • Field Instructions: Use remarks field in service orders for special technician instructions
  • Approval Required: Some situations may require supervisor approval before processing

Q: What happens if a reconnection request is rejected or fails? A: Failure handling:

  • Documentation: Record specific reasons for rejection or failure in notes
  • Customer Communication: Notify customer of issues and required corrective actions
  • Status Update: Update request status appropriately (On Hold, Closed)
  • Resolution Path: Provide clear steps for customer to resolve issues
  • Follow-up: Schedule follow-up contact or actions as needed
  • Escalation: Involve supervisors for complex rejection scenarios
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