Dunning: Service notification in disconnection document created with wrong customer

[Former Member]

Hi All,

During dunning a disconnection document 123 created for customer XXXX on today (23rd May). Also service notification got created with same customer XXXX.

On next day(24th May) the customer XXXX moved-out and a new customer YYYY move-in (25th May) to the same premise.

Few days later (assume on 26th May) for some reasons the disconnection activity of disconnection order 123 is cancelled and a new disconnection order generated. Disconnection document is created with actual customer XXXX but service notification got created with new customer YYYY which is incorrect.

Is this standard SAP expected behaviour or the process followed is incorrect ?

I have debugged the code and found SAP is picking the new customer who occupied the premise on that particular day irrespective of the customer available in disconnection document.

Please let me know what to do in this scenario?

Thanks,

Suresh

[ivor_martin]

Hi,

Because the contract related to customer XXXX is terminated, I would say that the Service Notification is correct in selecting the customer associated with the new contract.

Ordinarily its not best practice not penalize the new (recently moved in) customer for a Dunning Disconnection on a prior customer's payment habits.  The business process should be designed to ensure that this does not happen.

If you are still concerned with why the Notificaiton selects the new customer, then try creating an OSS message and wait for the response.

Regards,

Ivor M.

[AmlanBanerjee]

Hi Suresh,

In standard SAP, the process is correct, as you are performing the disconnection at the installation level.

As Installation has a 1:1 relationship with contract at one point of time.So at one particular time slice, the contarct which is linked to the installation, the disconnection order will be raised against that.

However, this can be mitigated by either process or by system validation at the time of move-out.

The move-out would only happen if the disconnection has been successful and the acknowledgement of the same has been received in SAP. In other words, successful disconnection process should trigger the move-out process.

This will ensure that no move-in happens and if there is any problem with the discoonection order, it will be raised against the old account and not the new one.

Hope it helps in answering to your query.

Thanks,

Amlan

[Former Member]

Hi Amlan,

In my case future dated Move-out & Move-in happened, when disconnection order is created the old customer is still active but after few days when the disconnection activity is cancelled and a new service notification created system created disconnection doc with old customer and service notification with new customer which doesn't look good. So my question is incase if collection dep want to cancel the disconnection process and start a new one what process they should follow ?

[ivor_martin]

Hi Suresh,

After the Disconnection Actvity is cancelled, the user can go into change Disconnection Document (EC86) and mark the Disconnection document as "Complete" (Status 99).

Then they can create a new Disconnection document for the new customer.

Regards,

Ivor

[nagarajan_mariappan]

Hi Suresh,

   Once you complete the disconnection of the customer xxx u got the meter reading of the customer.

The status of the disconnection document is "99" completed.

(once again u check the status of the document 20- disconnection started, 21-disconnection carried out and 99 -completed.)

Move-in happens to the customer yyy is different day only,while u create the disconnection document for yyy. you can use the refernce object in EC85 as Business Partner.Then you wont get the confusion

of the same disconnection document 123.

regards,

Nags