Simple Resscheduling Flow

# Simple Resscheduling Flow ```flow invoke=>start: Start Reschedule op=>operation: Can Dates Be Provided? cond=>condition: Yes or No? iocondition=>doRescheduleWithDate: Query Dates doPendingReschedule=>end: Do Pending Reschedule doRescheduleWithDate=>end: Do Reschedule with Date invoke->op->cond cond(yes)->doRescheduleWithDate cond(no)->doPendingReschedule ``` The rescheduling implmentation can be simplified and limited to determining if there is a date that can be selected. If not, perform a pending reschedule. If a date can be selected then perform a reschedule for a specificly selected available date. # Implementation of Resscheduling Flow ```flow invoke=>start: Start Reschedule op=>operation: Connectivity Available? yesNo=>condition: Yes or No? datesAvailable=>condition: Dates Available? dateSelected=>condition: Dates Selected? io=>doRescheduleWithDate: Query Dates doPendingReschedule=>end: Do Pending Reschedule doRescheduleWithDate=>operation: Do Reschedule with Date lookupDates=>inputoutput: GET Available Dates performDatedReschedule=>inputoutput: POST Dated Reschedule rescheduleComplete=>end: Reschedule Complete invoke->op->yesNo yesNo(no)->doPendingReschedule yesNo(yes)->doRescheduleWithDate doRescheduleWithDate->lookupDates->datesAvailable datesAvailable(no)->doPendingReschedule datesAvailable(yes)->dateSelected dateSelected(no)->doPendingReschedule dateSelected(yes)->performDatedReschedule->rescheduleComplete ``` # Reschedule with Date *(Date Available and Selected)* ### Mobile App Process I: Consumer Selects Specific Date ```mermaid sequenceDiagram Consumer ->> Technician/App: I need to reschedule Technician/App ->> Server: GET /ato/{atoReference}/reschedule/availability activate Server Server -->> Technician/App: Response Get Availability [date1,date2] Note right of Server: The API queries scheduling availability. Returns array of dates deactivate Server Technician/App ->> Consumer: Pick select date1 or date2 activate Consumer Consumer ->> Technician/App: I would like to pick date1 deactivate Consumer Technician/App ->> Server: POST /ato/reschedule/{atoReference}/{selectedDate} activate Server Server -->> Technician/App: Return HTTP 200 OK Note right of Server: The API sets ATO to new scheduling date. deactivate Server Note right of Technician/App: The app should refresh allow Tech to comment and skip that stop. ``` ### ATO ERP Reschedule (Reschedule Date) Behavior _In the case of a Rescheduling Order with a Selected Reschedule Date_ - In ***sched*** table (original ***sched*** date record): - The original `sched.total_sched` record is decremented to return the available to that ***sched*** representation that the order was originally a part of - In ***sched*** table context for the **new** scheduling record (new ***sched*** date related record): - The new `sched.total_sched` record is incremented to reduce availability in the new ***sched*** representation of the new date - In ***orderMaster*** - `orderMaster.dateScheduled` date is removed and converted to the newly selected schedule date - `orderMaster.scheduleLater` is changed from either 0/1 to 0 - `orderMaster.status toggles` from Any to Active - `orderMaster.callType` toggles from any to 20 (note this does not happen in pending ops) - For each in ***orderDetail***: - `orderDetail.dateScheduled` is covered from previous date to new date - `orderDetail.scheduleLater` toggles from any to 0 - `orderDetail.callType` toggles from any to 20 (note this does not happen in pending ops) - New record is inserted into reschedule with following values: - `reschedule.businessType` copied from OM - `reschedule.orderNumber` is copied from OM - `reschedule.oldDateScheduled`, previous value of `orderMaster.dateScheduled` is entered in this field - `reschedule.newDateScheduled` is entered as new date value - `reschedule.dateChanged` current date and time the reschedule was expedited by the operator - `reschedule.operator` the id of the ATO user making the reschedule - `reschedule.reason` is entered which is selected from the dropdown/select list of reschedule reasons - `reschedule.comments` is entered from a comment field presented to the ATO user during reschedule operation - Followup Server-Side Actions - If selected/before e-mail update occurs and the consumer elected to receive an e-mail confirmation of the change to a dated reschedule (if that checkbox is marked) ATO generates an e-mail to the consumer’s e-mail address informing them of the reschedule - Future implementations will also need to support SMS text message gateways SaaS services --- # Reschedule Process Diagram: Pending Reschedule **Business Knowledge/Definition of a Pending Reschedule** When an order is set to a pending reschedule. The order is changed and no longer has a specific scheduled date. In this case the order is marked as pending and requiring rescheduling. **Downstream Rescheduling Process** - The order is placed in to a queue for ARCA customer service department to investigate; - If ARCA does not have scheduling availability ARCA Operations Dispatch will be tasked to add capacity to scheduling availability; - ARCA's call center/customer service then make an outbound call to the consumer to negotiate and confirm a firm scheduling date; - Customer service will perform a reschedule of that order, setting it for a specific date. ### Mobile App Process II.A: Reschedule Process Diagram: Set as Pending Reschedule ```mermaid sequenceDiagram Consumer ->> Technician/App: I need to reschedule Technician/App ->> Server: GET /ato/{atoReference}/reschedule/availability activate Server Server -->> Technician/App: Response Get Availability [date1,date2] Note right of Server: The API queries scheduling availability. Returns array of dates deactivate Server Technician/App ->> Consumer: Pick select date1 or date2 activate Consumer Consumer ->> Technician/App: NONE OF THESE DATES ARE ACCEPTABLE deactivate Consumer Technician/App ->> Server: POST /ato/reschedule/{atoReference}/ activate Server Server -->> Technician/App: Return HTTP 200 OK Note right of Server: The API sets ATO to a status Pending Reschedule. deactivate Server Note right of Technician/App: The app should refresh allow Tech to comment and skip that stop. ``` In this case connectivity is available however the consumer either cannot agree to the provided dates, communication may not be available with the consumer (in the case of a consumer not home), or the consumer is not available to commit to any of the available/offered rescheduling dates. ### Mobile App Process II.B: Reschedule Process Diagram: Set as Pending Reschedule Due to Lack of Connectivity ```mermaid sequenceDiagram Consumer ->> Technician/App: I need to reschedule Technician/App ->> Server: GET /ato/{atoReference}/reschedule/availability activate Server Server -->> Technician/App: Connection Cannot be Established Note right of Server: The API is unavailable to query scheduling availability. Technician/App ->> Consumer: Connect to dispatch, customer service will call you Technician/App ->> Server: POST /ato/reschedule/{atoReference}/ activate Server Server -->> Technician/App: Request Tolled Note right of Server: When connectivity with the API can be restablished the App will POST to the pending reschedule endpoint deactivate Server ``` In this case connectivity cannot be established and the device will cache the reqeust until connection can be re-established, then the request will be sent to POST pending reschedule. ### ATO ERP Reschedule (Pending Reschedule) Behavior In the case of a Scheduled Order to a Pending-Reschedule When a reschedule date is unavailable, consumer cannot commit to a date, communication cannot be established with consumer, communications failure between mobile device and API, bad weather: - In ***sched*** table (or ***lowIncomeSched*** table for 500 series programs) - The original sched.total_sched record is decremented to return the available to that ***sched*** representation that the order was originally a part of - In ***orderMaster*** table - `orderMaster.dateScheduled` date is removed and converted to NULL - `orderMaster.scheduleLater` is changed from 0 to 1 - `orderMaster.status` toggles from Active to Hold - For each in ***orderDetail***: - `orderDetail.dateScheduled` is covered from a date to a null - `orderDetail.scheduleLater` toggles from 0 to 1 - New record is inserted into ***reschedule*** - `reschedule.businessType` copied from OM - `reschedule.orderNumber` is copied from OM `reschedule.oldDateScheduled`, previous value of `om.dateScheduled` is entered in this field - `reschedule.newDateScheduled` is entered as a NULL value - `reschedule.dateChanged` current date and time the reschedule was expedited by the operator - `reschedule.operator` the id of the ato user making the reschedule - `reschedule.reason` is entered which is selected from the dropdown/select list of reschedule reasons - `reschedule.comments` is entered from a comment field presented to the ATO user during reschedule operation - Followup Server-Side Actions - If selected/before e-mail update occurs and the consumer elected to receive an e-mail confirmation of the change to a pending reschedule (if that checkbox is marked) ATO generates an e-mail to the consumer’s e-mail address informing them of the reschedule - Future implementations will also need to support SMS text message gateways SaaS services #### Downstream ERP Processes Affected by Reschedule (Pending Reschedule) Behavior - Operations: - Dispatching - Scheduling and Capacity Management - Executive & Client Services: - Customer Complaint Reporting - Customer Complaint and Issue Impact Mitigation - Key Performance Indicator (KPI) Reporting - Institutional Utility Customer Owned Customer Service Operations - ETL - Web Portal - ARCA Las Vegas Customer Service: - CRM & Java ATO - Reschedule Task Queue - Telephony Integration (five9 live agent autodialer integration) - Autodialer Nuance Processes, Autodialer VRU Automated Rescheduling Operations and Chron/ETL --- Edit Note Flowchart Documentation: http://flowchart.js.org/ Example Implementation: https://github.com/adrai/flowchart.js/blob/master/example/index.html ```flow st=>start: Start|past:>http://www.google.com[blank] e=>end: End:>http://www.google.com op1=>operation: My Operation|past op2=>operation: Stuff|current sub1=>subroutine: My Subroutine|invalid cond=>condition: Yes or No?|approved:>http://www.google.com c2=>condition: Good idea|rejected io=>inputoutput: catch something...|request para=>parallel: parallel tasks st->op1(right)->cond cond(yes, right)->c2 cond(no)->para c2(true)->io->e c2(false)->e para(path1, bottom)->sub1(left)->op1 para(path2, right)->op2->e st@>op1({"stroke":"Red"})@>cond({"stroke":"Red","stroke-width":6,"arrow-end":"classic-wide-long"})@>c2({"stroke":"Red"})@>op2({"stroke":"Red"})@>e({"stroke":"Red"}) ```