# KCI Reason Codes

When sending a KCI, the reason for the KCI must be populated along with any supporting fields:

In all cases, **serviceOrder** must be updated with the latest order details

### CREATED

Supplier has created a new unsolicited cease order

- **serviceOrder:status** can be ACKNOWLEDGED or COMMITTED as appropriate


### UPDATE

Supplier has updated the order - generic update where one of the below specific reasons do not apply.

### ACKNOWLEDGED

Supplier has acknowledged receipt of the order - suppliers can respond to order requests with a 201 ACKNOWLEDGED status
and then this KCI will not be required.

### COMMITTED

Supplier has committed to the order - suppliers can respond to order requests with a 201 IN_PROGRESS status
and then this KCI will not be required.

- **serviceOrder:status** is IN_PROGRESS
- **serviceOrder:committedDate** must be updated
- **serviceOrder:targetDate** must be updated


**targetDate** can be updated based on delays etc. but **committedDate** is set-once at committed.

### ADDITIONAL

Supplier has updated the order with additional information for the tenant e.g. service characteristics such as SERVICE_ID.

- **text** can be used to provide further information e.g. what has been updated


### WARNING

There is a potential issue, work item or warning that is not (yet) causing a delay.

- **problemCode** must be provided
- **supplierCode** can be provided if available
- **text** can be used to provide further information


### DELAY

There is a problem causing a delay.

- **problemCode** must be provided
- **supplierCode** can be provided if available
- **serviceOrder:status** may be updated (this KCI is usually accompanied by a status change to HELD)
- **text** can be used to provide further information


### INFORMATION_REQUIRED

Tenant must pass an amend order request with the specified additional information.

- **problemCode** can be provided if relevant
- **supplierCode** can be provided if available
- **text** must contain the required information


### REAPPOINT

Tenant must reserve a new appointment and pass an amend order request with the new reservation.

- **problemCode** must be provided
- **supplierCode** can be provided if available
- **text** can be used to provide further information


### REAPPOINTED

Supplier has arranged a new appointment with the end customer.

- **appointmentTimeslot** must be provided
- **appointmentReservationReference** can be provided if available
- **targetDate** must be updated
- **problemCode** can be provided if applicable
- **supplierCode** can be provided if available
- **text** can be used to provide further information


### AMENDED

Supplier has accepted and applied the tenant requested order amendment.

- **serviceOrder** must be updated
- **serviceOrderAmendmentId** or **serviceOrderAmendmentReference** must be provided


### CANCELLED

Supplier has cancelled the order

- **serviceOrder:status** is CANCELLED
- **problemCode** must be provided
- **supplierCode** can be provided if available
- **serviceOrderCancellationId** or **serviceOrderCancellationReference** must be provided where cancellation was requested by tenant
- **text** can be used to provide further information


### ORDER_REJECTED

The order has been rejected.

- **serviceOrder:status** is REJECTED
- **text** must contain the reason for rejection
- **problemCode** can be provided
- **supplierCode** can be provided if available


### AMENDMENT_REJECTED

Tenant has previously sent an amendment request that has been rejected.

- **text** must contain the reason for rejection
- **problemCode** can be provided
- **supplierCode** can be provided if available
- **serviceOrderAmendmentId** or **serviceOrderAmendmentReference** must be provided


### CANCELLATION_REJECTED

Tenant has previously sent a cancellation request that has been rejected.

- **text** must contain the reason for rejection
- **problemCode** can be provided
- **supplierCode** can be provided if available
- **serviceOrderCancellationId** or **serviceOrderCancellationReference** must be provided


### COMPLETED

The order has been completed.

- **serviceOrder:status** can be COMPLETED or PARTIAL as appropriate


KCIs received by the gateway that do not follow these rules may be rejected as 422 Unprocessible Entity

Refer to [Order KCIs](/pages/service-orders/orderkcis) for more information on problem codes.