Select Affected Customers

Available in Responder Explorer.

Responder supports the existence of multiple customers on a single load point (e.g., apartment building). When someone from a multi-customer load point calls to report an outage, Responder creates an outage for that customer only rather than for the entire load point.

The Select Affected Customers tool is available in the right-click menu on most incidents on load points. This tool displays all customers on the load point. If there are multiple customers, the dispatcher may select those who are experiencing an outage as well.

The Select Affected Customers tool is available when the selected incident meets the following criteria:

Probable or Confirmed status
Actual Status and Expected Status fields must differ (e.g., tool not available on Restored incidents)
Incident may have only one device

The Select Affected Customers tool returns results only if the feature is a load point (i.e., feature with the FDRMGRLOADPOINT model name assigned). The tool may be available on feature that do not have the appropriate model name assigned, but in these cases it will not return results.

Follow the steps below to use the Select Affected Customers tool.

Right-click an incident and choose Select Affected Customers. This tool is available on all incidents meeting the above criteria. If the load point contains only one customer (NOT a multi-customer load point), then only that customer is displayed.

Select the checkbox(es) next to customers to include them in the outage. You may also unselect customers to remove them from the outage. Customers who have called to report no power at their location may be removed ONLY if there is an upstream incident to which they may be assigned. Selecting/unselecting customers impacts the # Cust. value on the Responder Explorer grid.

Selecting and unselecting customers in this dialog adds/removes load points (or rows) in the RX_LOADPOINTS table.

Sample Scenario:

Dexter Palmer is watching the Denver Broncos on television in his apartment when his power goes out. Frantic to see if his team was able to convert on a fourth and two at the opponent's ten yard line with less than a minute left to play, he uses his cell phone to call his power company – Power Company of America (PAC).

A friendly representative at PAC logs Dexter's call, which results in an incident that contains calls from a few of his neighbors as well (all distressed Bronco fans). Dispatcher Jill Baxter, sees the incident, dispatches a crew to check it out.

Minutes later, the crew reports that only the third floor of Dexter’s apartment building is experiencing the outage. Jill uses the Select Affected Customers tool to manually select all residents of the third floor (3A, 3B, 3C, etc.). The crew quickly restores power, but alas Dexter has to watch the highlights on SportsCenter.