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Service Transitions

Last Updated: Oct 28, 2020

Service Transitions are configured in Setup / Product Catalog / Service / Service Transitions

Overview

Service transitions allow you to charge a fee when a service transitions from one status to another (e.g. pre-active to active). When configuring package frequencies you can setup transition charges based on the transitions you create, for instance applying installation fees, activation fees or re-activation fees as service statuses are changed.

Prerequisites

Service statuses need to be configured before service transitions can be setup.

Service Transitions Panel

The Service Transitions panel on the left of this screen allows you to select existing transitions to view and edit on the Edit Service Transition panel. Actions are also available in this panel which are shown as icons above the Filter text box. The available actions are described below.

Actions

Icon

Description

Deletes the selected service transition. Service transitions that are in use cannot be deleted

Adds a new service transition

Edit Service Transition Panel

The information in this panel reflects the currently selected service transition. From here you can change transition details (fields will display a red left border if a value is required and purple text if the field is read-only and cannot be modified).

Service Transition Fields and Options:

  • Name: this is a name that describes the transition you are configuring and should reflect your internal terminology, e.g. 'Activation', 'Reactivation', 'Suspension', etc.

  • From Status: this indicates the status the service is changing from, e.g. you can set this field to a 'Suspended' service status and the 'To Status' field to a 'Active' service status to create a 'Un-suspend' or 'Reactivate' transition. The statuses shown in the 'From Status' list are populated with the Service Statuses you have defined, the explanation of what statuses mean in the system can be found in the service status help. The From Status field by default will include a status called [New], meaning 'Newly Created' (essentially [New] is 'from nothing'). New can only be set in the 'From Status' field, once a status is changed from 'New' to another status, the service status can never be switched back to New again

  • To Status: this value works in conjunction with the 'From Status' field to define a transition. E.g. a From Status value of 'Active' with a To Status value of 'Canceled' would setup one type of 'Cancelation' transition. See the From Status description above for more information

References tab

This section indicates where the selected service transition is in use. When references exist a 'Filter References' field will be shown which allows you to filter down to the references that you wish to see.