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Spark - Why accounts are stuck at Enrollment Processing status in Aurea?

Upasana Mukherjee
  • Updated

Overview

You found that accounts with no deposit as well as paid deposits are being listed as Enrollment Processing in Aurea for a long time. It is inquired why the accounts appear stuck on that status.

 

Solution

It is likely that the task for generating Welcome Letter is turned off at the Aurea end for you (possibly as per a previous request from you). Spark Enrollment cycle does not complete if the Welcome letter is not generated on the account and it gets stuck waiting for Welcome Letter. 

Please raise a support ticket with us with the list of customer account numbers that appear to be stuck.

We will investigate and fix the issue. We will inform you once the enrollments are back on the flow.

<supportagent>

Although the case here is described for enrollments stuck in Welcome Letter generation, but in case it is stuck due to any other case (ie when following the steps you find out the task is not disabled), create an AESCIS Showstopper JIRA ticket for Engineering as enrollments being stuck will be a critical case for the client.

Prerequisites:

  • Access to the Task Toaster site

  • Access to the Client database

Steps:

To fix the "turned off task" use case, it is required to turn on a particular task Maintenance.GenerateWelcomePacket in the Task Toaster site.

  1. Log into the Task Toaster site.
    The Tasks dashboard is displayed.
    Enter the keyword Maintenance.GenerateWelcomePacket in the text box and hit Enter to search for the task. 
    From the displayed search ​result, click on Task Name Maintenance.GenerateWelcomePacket.
  2. On the resultant screen, under section Client Settings --> Disabled for, look for the client name Spark Energy. 
     Click on the Client name hyperlink adjacent to "Disabled for" to turn on the task for this client.

  3. Refresh the page.
    The client name under Client Settings --> Client should display Status as Success.

    Also, on the same screen, under section Log Viewer, a tab should be displaying the Client name for whom the task is turned on. Click on this tab.

    Log messages indicating that the Maintenance.GenerateWelcomePacket task is preparing to start followed by a completed message will be displayed.

Testing

Run the following select query. Replace the parameter customerAccountNumber with the given customer account number.
In the query result, note the value of EnrollStatusID. 4 indicates that a customer account is to be created. You can inform the client that the enrollments are processed and back on the flow.

use paes_spark;

select EnrollStatusID
from enrollcustomer 
where customeraccountnumber in ('004300792', '004312171')

</supportagent>