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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: from the main menu navigate to the consumer services. from the side navigate you will see the reconnection section, click on that you will land on to your desired page.

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 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


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

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

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: 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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