Addition of key information to all Service Now tickets
Summary
This Change seeks to improve the key business information, required by the DNOs, included in the SNOW tickets produced by CSS Service Desk for CSS Asynchronously rejected messages
Latest update and next planned activity
Date of latest update
Latest Update
The code elements of this change were implemented on the 12 April 2024. The technical solution will be delivered as part of the June 2024 REC Release.
Impacts Overview
Priority and rationale
Standard
Priority last updated on 29 May 2026
Solution development
Problem Statement
The SNOW tickets received by ERDS and GRDS for messages that CSS has asynchronously rejected (e.g., for business rule reasons) currently do not contain the relevant data for the SDSPs to triage and take any necessary action to resolve the underlying issue(s).This may delay the resolution of the SNOW tickets, potentially having an impact on aConsumers Switch.
Proposed solution summary
- As a Consumer I want the Switch process to work efficiently and effectively, so that I can switch Energy Supplier without unnecessary delay or issues.
- As an ERDS and GRDS, I want to receive SNOW tickets that contain all of the relevant data to enable me to triage and resolve issues efficiently, so that Consumers do not experience unnecessary switching delays and I am able to meet my service level obligations.
- As the CSS Provider, I want the ERDS related SNOW tickets to contain all of the relevant data to enable the efficient resolution of issues without the need for a manual workaround to be utilised, so that Consumers do not experience unnecessary switching delays.
No documents available.
Change Plan
Solution Analysis and Development
Completed
Start:
22 Aug 2022Due:
07 Feb 2023Completion:
07 Feb 2023Service Provider Impact Assessment - Preliminary
Completed
Start:
07 Feb 2023Due:
20 Mar 2023Completion:
20 Mar 2023Service Provider Detailed Impact Assessments
Completed
Start:
20 Mar 2023Due:
10 Jul 2023Completion:
27 Jun 2023Preliminary Change Report issued
Completed
Start:
10 Jul 2023Due:
14 Jul 2023Completion:
14 Jul 2023Responsible Committee review
Completed
Start:
14 Jul 2023Due:
26 Jul 2023Completion:
26 Jul 2023Consultation trigger
Completed
Start:
26 Jul 2023Due:
28 Jul 2023Completion:
28 Jul 2023Consultation close
Completed
Start:
28 Jul 2023Due:
18 Aug 2023Completion:
18 Aug 2023Final Change Report issued
Completed
Start:
18 Aug 2023Due:
15 Sep 2023Completion:
14 Sep 2023Responsible Committee decision
Completed
Start:
15 Sep 2023Due:
27 Sep 2023Completion:
27 Sep 2023Original submission
Change details
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22 Aug 2022
Change details
Addition of key information to all Service Now tickets
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Impacts
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Priority & timing
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Activity
Proposed solution summary changed to As a Consumer I want the Switch process to work efficiently and effectively, so that I can switch Energy Supplier without unnecessary delay or issues.As an ERDS and GRDS, I want to receive SNOW tickets that conta…
Proposed solution summary changed to As a Consumer I want the Switch process to work efficiently and effectively, so that I can switch Energy Supplier without unnecessary delay or issues.As an ERDS and GRDS, I want to receive SNOW tickets that contain all of the relevant data to enable me to triage and resolve issues efficiently, so that Consumers do not experience unnecessary switching delays and I am able to meet my service level obligations.As the CSS Provider, I want the ERDS related SNOW tickets to contain all of the relevant data to enable the efficient resolution of issues without the need for a manual workaround to be utilised, so that Consumers do not experience unnecessary switching delays..
Show moreImplementation Date has been updated to 12 Apr 2024.
Orphaned SME: Lead Technical Analyst has been allocated as SME.