Service Case Coordination

A service case records the reported time, affected scope and external incident identity within an organization and service area. Its subject and record number make the work recognizable to the team. Utility Coordinator uses the case to organize the relevant interval readings, source evidence and attachments, while the owner remains accountable for the operational handoff.

The case lifecycle follows Reported, Triaged, Assigned and Review before a supported restoration and closure. Those stages describe the operational work surrounding the meter data. An interval can have its own review and acceptance result under that case. Keep the separate states clear so a completed reading does not make an unresolved case disappear from the team’s discussion.

• Actual reported scope. Record when the incident was reported and the affected units known to the team. Retain the external incident identity and relevant asset reference. Check that the organization and service area describe the intended operating scope before the case is routed.
• Authorized ownership. Triage verifies the external incident identity and assigns an authorized responder. The case owner gives the team a person to follow for the next action. Keep membership and organization scope aligned with the work the person is allowed to prepare.
• Evidence handoff. Bring source-identified observations and supporting files into the review context. The supervisor needs the current revision and the intended subject, whether the decision concerns operational evidence, restoration or an interval under the case. Retain the operation identity with the resulting evidence.

Agree what affected units means for your service operation and how the value is established. Decide which external system owns the incident identity and how the coordinator checks it. Keep the source reference available when a duplicate or ambiguous case needs investigation. Avoid assuming that affected scope is unique across separate cases when reviewing area totals.

Confirm the organization and service-area ownership rules, the people eligible to receive work and the information needed for the review handoff. Resolve the signed-in user’s team membership before relying on a personal case view. Define how the team handles changed scope so the supervisor reviews current evidence rather than an earlier version of the incident.

Use an illustrative service incident with an external reference and a known affected scope. Utility Coordinator records the actual reported time, checks the intended service area and opens the case as Reported. Triage verifies the external identity and assigns the work. The coordinator then gathers the interval and source context needed for independent review.

Repeat the handoff after the affected scope changes. Present the current revision and make the difference visible to Authorized Utility Supervisor before a guarded action proceeds. Then inspect a completed interval under a case that still lacks restoration evidence. Its acceptance should remain traceable while the case stays in its appropriate operational state. The owner must still be able to explain the next response.

• Service Cases — Open operational work with reported scope, service area and accountable owner.
• My Service Cases — Cases assigned to the staff member associated with the signed-in user.
• Service Case Board — Reported through review-stage work for discussing the next response.

Use case intake and evidence review, then follow restoration and closure when field confirmation is available.