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Essentially, all three rebill methods follow these general steps: 1. Setting Accounts to Rebill — Includes setting the Customer Master File's Status Code to tag the account to receive a rebill during the next special billing run for the applicable rebill type. 2. Correcting What Was Wrong — User fixes the incorrect rate, date, reading, or other parameter that caused the bill problem. 3. Performing a "Rebill Special Billing" Run — enQuesta backs out (offsets) the old bill and (except for the BATCH SET ACCOUNTS TO REVERSE program) creates a new bill to replace it. enQuesta Work Queue enQuesta Task -Based Work Queue System - Provides a central location to view and manage daily tasks that require user intervention. S &S will provide the following four (4) work queue configurations as part of the standard deployment for the upgrade. The Customer will be responsible for writing and testing optimized SQLs to create any additional queries and S &S will add these SQLs to the Work Queue configuration as a regular part of the annual support and maintenance contract. The Customer will be responsible for the performance impact that any such SQLs may have on the Work Queue as well as other areas of the system The Customer has requested 3 new work Queues Credit - New CIS report, Billing Accounts in Flat, and CIC changes to error Que. The customer will be providing more details for these Queues to be created and S &S will work with the customer to get these deployed. S &S will be adding enhancements for this implementation to allow a user to select which query will run instead of all query running when entering the program. 1. Open Work Orders a. Standard filter will be provided and more specific user or group based filters can be created by the Customer based on the following criteria (e.g., filter for only open shut off work orders): • Work order type • Work order status (e.g., NP, PR, CP, HS, etc.) • Work order scheduled date • Worker b. Users will be able to complete the following actions from the work queue: • Access inquiry and account drill downs • Complete, void or create a work order • Re- assign a work order 2. Work Order Fatal List a. Standard filter will be provided and more specific user or group based filters can be created by the Customer based on the following criteria (e.g., only move in /out fatals): • Work order type • Work order status (e.g., NP, PR, CP, HS, etc.) • Work order scheduled date • Worker City of Santa Ana - enQuesta Upgrade Statement of Work Page 10 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject tp�t f�lifirr Public Records Act