By default, when a customer with a Connect Status of NonPay (2) calls to report an outage, the only value available in the Trouble field is <None>. This prevents a delinquent customer from reporting an outage and having power restored before paying an outstanding account balance.

You can modify the values available in the Trouble field. To do this, follow the steps below.

1. Open the Web.config file. This file is installed here: C:\Inetpub\wwwroot\Responder.
2. Look for the following XML:

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   <add key="customerInput.allowCallForNonPayCustomer" value="none"/>

3. Edit the value to include all values that may be reported by a non-paying customer. The Trouble Type field uses the CALL_TROUBLE domain. For example:

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   <add key="customerInput.allowCallForNonPayCustomer" value="none, other"/>

4. Save and close Web.config.

The change will be reflected in the Trouble field when entering call information on the Responder web browser.