Module
Work Order Management
How IM receives, stores, and tracks work orders from OM
Overview
When a customer places a service order (via CRM → OM), OM sends a work order to IM via the EgyptWorkSheetAll SOAP endpoint. IM stores the work order, registers the subscriber service, and updates resource occupancy records.
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IM only receives WOs from OM
IM does not process work orders from CRM, Self-Care, or any other system. OM is the exclusive source.
Work Order Lifecycle
TO-DO
Work order received from OM. Service provisioning is pending or in progress.
Finished
Work order processing complete. Service inventory has been updated.
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No suspend/resume states
IM does not support suspended or paused work orders. Only TO-DO and Finished states exist.
Work Order Query Fields
Operators can search work orders using any combination of the following criteria:
| Field | Type | Req. | Description | Example |
|---|---|---|---|---|
| Customer Order ID | string | No | Exact match on CRM order ID |
20004189064385
|
| Product | dropdown | No | Product type: ADSL Broadband, VDSL Broadband, FTTH Broadband, Option Pack, Family Filter, FTTH IP-Phone, IPTV, Hosting, Domain, Email, Free Email, Admin Fee | |
| Service | dropdown | No | Specific service action (e.g. ADSL New Subscriber, FTTH Termination, VDSL Change Phone No.) | |
| Service Number | string | No | Exact match on customer PSTN/line number. Must enter full number. |
2341290
|
| Area Code | dropdown | No | Geographic area — maintained manually by IM admin | |
| Domain Name | string | No | For Domain service orders | |
| IP Phone Extension | string | No | For IP-Phone service orders | |
| IP Address | IP (x.x.x.x) | No | Service IP address | |
| ADSL Sector | dropdown | No | ADSL sector — linked to ADSL zone | |
| ADSL Zone Name | dropdown | No | ADSL zone — selecting this filters the Exchange Name dropdown | |
| ADSL Exchange Name | dropdown | No | Auto-populated after selecting ADSL Zone Name | |
| FTTH Sector | dropdown | No | FTTH sector | |
| FTTH Zone Name | dropdown | No | FTTH zone | |
| FTTH Exchange Name | dropdown | No | Auto-populated after selecting FTTH Zone Name | |
| WO Status | dropdown | No | Filter by status: TO-DO or Finished |
Products & Services Reference
Products
- ADSL Broadband
- VDSL Broadband
- FTTH Broadband
- Option Pack
- Family Filter
- FTTH IP-Phone
- IPTV
- Hosting
- Domain
- Free Email
- Admin Fee
Common Service Actions
- ADSL/VDSL/FTTH New Subscriber
- ADSL/VDSL/FTTH Termination
- ADSL/VDSL/FTTH Change Phone No.
- Change ADSL to VDSL
- ADSL/VDSL/FTTH Home Visit
- IPTV New Subscriber / Termination
- IP-Phone New Subscriber / Termination
- Option Pack New / Termination
- Domain New / Termination
- Email New / Termination
- Family Filter New / Remove
Security Notes
⚠
Email is encrypted and masked
Customer email addresses are stored encrypted. The UI displays them as
********. Only operators with the Decrypt Email permission can see the real address.
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Permission-based query access
IM provides input-parameter-level permissions. An operator can only use query fields they have been granted access to. For example, an operator without zone permission cannot filter by zone.