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Service Status

Last Updated: Aug 06, 2020

Service Statuses are configured in Setup / Product Catalog / Service / Service Status

Overview

Service statuses are used to setup the service states you require, for instance 'Preactive', 'Active', 'Suspended' and so on. Services in different statuses can have different recurring charges, e.g. you can charge a standard monthly price for a service in an 'Active' status and a reduced price if the service transitions to another status (suspended/on hold or whatever you decide to name the status). One time charges can also be applied as a service transitions into another status (e.g. charging an activation fee when a service transitions from 'Pre-Activated' to 'Activated'). The charges that are applicable when a service's status is changed are setup when configuring package frequencies on packages. The statuses that services are permitted to transition to are configured under service transitions.

Prerequisites

Service statuses can be setup as needed, there are no prerequisite configuration steps.

The Service Status Panel

The Service Status panel on the left of this screen allows you to select existing statuses to view and edit on the Edit Service Status panel to the right. 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 status. Statuses that are in use cannot be deleted

Adds a new service status

Service Status List

The Service Status list on the left of the screen shows status that are currently setup.

When you select a status in the list additional details will be displayed in the Edit Service Status panel to the right. These details are explained below.

Edit Service Status Panel

The information in this panel reflects the currently selected status. From here you can change status 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).

Edit Service Status Fields and Options:

  • Name: describes the status, e.g. Active, Suspended, Canceled

  • Prevent Changes: prevents account-service settings from being altered when an account-service is the status. The only setting that can be altered while an account-service is in a unchangeable status is the 'Status' setting on the account-service

  • Status: the base system status, detailed below:

    • Billable: permits recurring service charges to be applied when the account-service is in the status. The recurring charge for the particular service status is configured on the package package frequencies screen. See the packages help for more information on how package frequencies are configured

    • Non-Billable: prevents recurring service charges from being applied while the account-service is in the status. All other charges will still apply, such as one-time/transition charges configured on the package package frequency

    • Canceled: canceled is a non-billable base status that is configured by default on the 'Canceled' service status and cannot be configured on any user defined service status. Services in a canceled status cannot transition back to any other status. E.g. you cannot change a canceled status back to an active status, 'Canceled' is a permanent state

References tab

This section displays where the selected service status is used in the system. By default the reference data is displayed in a summary format to indicate where the status is in use, however the Entity drop down field can be used to view the exact system objects that the service status is configured on.