CDP mismatch appointments and standard

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Storyboard Text

  • I need to create orders and I always use the Service Portal to do that.
  • There's no urgency for this connection so I'll leave the default selection of Standard for the appointment SLA.
  • I don't have an appointment ID to enter so I'll reserve an appointment now.
  • The available appointments window is only showing me appointments with an SLA of Standard. I'll select one of those.
  • John's job is to reserve stand alone appointments. These will be added to Orders after they are Acknowledged via the B2B.
  • I need to reserve an accelerated appointment for 222 State Street in Armidale.
  • This order is for 222 State St, Armidale. I have an appointment ID for that address so I'll assign it to the order.
  • Mary's job is to assign appointments to Orders. She opens the order in the Service Portal and enters the appointment ID corresponding to the address.
  • Service Portal
  • The order hasn't gone through. The error message says I need match the Standard appointment SLA requested with a standard SLA appointment ID.
  • When she submits the order, the SLA of the appointment ID is validated against the requested appointment SLA. They should match.
  • Service Portal
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