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Originally Posted by Fingy
This issue is in "ntl Billing and Installation" so I would assume from this that the customers account is not held on ICOMs so any information you have given as to how the fault job would show on the system is incorrect.
The last line stating they are now an ex-NTL customer would also give away that it is not on ICOMS. 
There should still be a record on the customers account of them calling to book a fault tech to come out. This has to be there and recorded as this is a contact from the customer to the company and therefore as with every call should be noted on the account to build up an accurate fault history.
If this call was closed as part of an "outage", faults despatch should technically contact the customer to ensure that their issue has been resolved before cancelling the job. |
Now somebody seeing things from where im coming from....it doesnt take nothing for a curtasy call to check before they cancel