Is there a "Disconnect for Non-Pay" ticket on the account?
They were not disconnected for non-pay. Enter a "No Water Per Customer" Ticket. If there is a past due balance on the account, take the opportunity to discuss this with the customer. Let them know that this past due balance will eventually result in a disconnection for non-pay if they do not resolve it..
Is the ticket closed?
Create a "Re-connect for Non-Pay" ticket. .
Are there notes on the ticket?
Respond according to what the notes say. If you are unsure of how to proceed, contact Daniel or Jaisen..
Add a note to the ticket indicating the reason why we are canceling the disconnection. Then, Call Water Ops to let them know. Were you able to reach them?
Use the email template to alert Water Ops that this disconnection needs to be canceled..