Callback List

When incidents are edited, the Callback List may be impacted, depending on the scenarios activated. The tables below describe how specific changes to an incident may affect the Callback List.

All Scenarios

This table displays the incident edits that affect the callback list regardless of the scenarios activated.

Operation Performed on Incident

How Callback List is Affected

Cancel Incident

Customer(s) associated with incident are removed

Reassign calls associated with an incident

Updates the incident ID associated with customer on callback list

Save As New Incident

Changes incident ID

Incident Created

This table displays the incident edits that affect the callback list when the IncidentCreated scenario (i.e., the CallbackOnPowerOut event) is enabled.

Operation Performed on Incident

How Callback List is Affected

Add Device to Incident

Customers added to the list

Consolidate Incidents

Change incident ID and adds new customers

Move Upstream

Customers added to the list

Change Device

Customers added to the list for new device; customers removed from list for original device

Incident Restored

This table displays the incident edits that affect the callback list when the IncidentRestored scenario (i.e., CallbackOnPowerRestored event) is enabled.

Operation Performed on Incident

How Callback List is Affected

Change Device

Customers added to the list for new device; customers removed from list for original device

Remove Device

Customers removed from list

QR code for this page

Was this helpful?