Service Management
Customer and customer-service records — the subscriber view of IM
Overview
After OM sends a work order and IM processes it, IM automatically generates two records: a Customer record (who the subscriber is) and a Customer Service record (what they have). Operators can query both via the Service Management module.
Subscriber identity — name, account, CRM order, address, segment, level.
Service details — type, technical parameters, assigned resources, physical and logical resource links.
Customer Record Fields
| Field | Type | Req. | Description | Example |
|---|---|---|---|---|
| Customer Name | string | Yes | Full name of the subscriber (supports Arabic) | |
| Customer Segment | dropdown | No | Market segment — maintained by IM admin |
Residential
|
| Account Number | string | Yes | CRM account number — primary customer lookup key |
155800085
|
| Customer Order ID | string | Yes | CRM order ID that originated this record |
20004189064385
|
| Service Number | string | No | PSTN/line number, full number required for exact search |
2341290
|
| Second FTTH Phone | string | No | Second phone line (FTTH dual-line scenarios) | |
| Old Second FTTH Phone | string | No | Previous second FTTH phone (for change-phone-no orders) | |
| SIP Domain Name | string | No | SIP domain for IP-Phone services | |
| Customer Level | dropdown | No | VIP/priority level — maintained by IM admin |
Customer Service Record Fields
Service records contain all technical parameters received from OM. This is the full RFS view of what's provisioned.
| Field | Type | Req. | Description | Example |
|---|---|---|---|---|
| Service | dropdown | No | Service name filter (e.g. ADSL New Subscriber, FTTH Termination) | |
| Frame Number | string | No | DSLAM frame number |
579
|
| ONT Serial | string | No | ONT serial number (FTTH) |
4857F6A3
|
| ONT Model | string | No | ONT device model | |
| OLT Name | string | No | OLT device name (FTTH) | |
| VLAN | string | No | VLAN ID (FTTH) | |
| FTTH Dslam IP | IP x.x.x.x | No | FTTH DSLAM IP address | |
| Card Number | string | No | Line card number in frame | |
| Port Number | string | No | Subscriber port on card | |
| Compound Name | dropdown | No | Residential compound (FTTH) — maintained by admin | |
| ONT Signaling IP | IP x.x.x.x | No | ONT management/signaling IP | |
| WAN IP | IP x.x.x.x | No | WAN IP address (Option Pack static IP) | |
| Subnet Mask | IP x.x.x.x | No | Subnet mask for static WAN IP | |
| LAN IP | IP x.x.x.x | No | LAN IP (Option Pack) | |
| STB SN | string | No | Set-top box serial number (IPTV) | |
| STB Mac Address | string | No | STB MAC address | |
| IP-Phone Mac | string | No | IP phone MAC address | |
| IP-Phone Model | string | No | IP phone model | |
| Domain Name | string | No | Domain name (Domain service) | |
| Customer Mobile | string | No | Mobile number — stored encrypted, displayed as (*****456) | |
| Customer Active Email | string | No | Active email address | |
| Service Number | string | No | PSTN phone number | |
| Old Service Number | string | No | Previous number (change-phone-no scenario only) | |
| IP Phone Extension | string | No | Extension number | |
| IP Address | string | No | IP address for IP-Phone | |
| ADSL/FTTH Sector | dropdown | No | Sector for ADSL or FTTH — independent dropdowns | |
| ADSL/FTTH Zone Name | dropdown | No | Zone — selecting filters Exchange Name dropdown | |
| ADSL/FTTH Exchange Name | dropdown | No | Auto-filled from zone selection | |
| Local Loop | dropdown | No | Yes/No — whether local loop is used. Queried independently. | |
| ONT ID | string | No | ONT identifier | |
| SIP Domain Name | string | No | SIP domain | |
| IPTV Password | string | No | IPTV password — stored encrypted, shown as ******* |
Physical & Logical Resource Drill-Down
Each customer service record shows two action buttons at the end of the row:
Opens the physical resource view for this service — shows all physical hardware (ports, cards, frames, ONTs) assigned to this subscriber line.
Opens the logical resource view — shows all logical allocations (VLANs, IP addresses, PPPoE credentials) for this service.
Encrypted Fields
Three fields are always encrypted at rest
- Customer Mobile: Displayed as
(*****456)— last 3 digits visible - Customer Email: Displayed as
********— fully masked - IPTV Password: Displayed as
*******— fully masked
Operators need the Decryption Permission for each field individually to see the real value.
Custom Service Types
Adding new service types
- • Must have the same service name and code as defined in the OM service catalog
- • Follows the same CFS/RFS parameter classification
- • Huawei provides the configuration guide after deployment