Informational KCIs
These KCIs are for information only and do not necessarily require an action from the tenant. However, the KCIs are categorised to identify any changes and aid tenant's business rules/logic to take appropriate action. KCIs will always include the latest version of the order.
| Type | Description | Likely effect on service order or problem |
|---|---|---|
| CREATED | Supplier has created an order - unsolicited cease orders only | Status is RECEIVED_BY_GATEWAY |
| ACKNOWLEDGED | Supplier has acknowledged receipt (KCI1) | Status change to ACKNOWLEDGED |
| COMMITTED | Supplier has committed to fulfilment (KCI2) | committedDate/targetDate updated |
| DELAY | There is an issue causing a delay | Status change to HELD |
| RESUMED | The issue causing the delay has been resolved without impact on target date | Status change to IN_PROGRESS |
| REAPPOINTED | Supplier has re-appointed (if not suitable then treat as a REAPPOINT) | Updated appointment details/target date, possible status change |
| ADDITIONAL | Supplier has provided additional information | Fields may be updated - refer to KCI text |
| WARNING | Supplier has flagged a warning | Fields may be updated - refer to KCI code/text for warning details |
| UPDATE | Supplier has made a general update | Fields may be updated or a note attached |
| AMENDED | Supplier has accepted/applied the requested amendment | Fields updated in line with amendment, status change |
| CANCELLED | Supplier has accepted the requested cancellation and cancelled | Status change to CANCELLED |
| TERMINATED | Supplier has terminated without fulfilment | Status change to CANCELLED, REJECTED or FAILED |
| COMPLETED | Supplier has successfully completed (KCI3) | Status change to COMPLETED or PARTIAL |
Created KCI
Orders are usually created by the tenant so this KCI will not be sent. However, a supplier can create an Unsolicited Cease which will result in this KCI being sent to the tenant. This will be a new order and hence a new order id that the tenant must handle. These orders will then receive further KCIs as appropriate below.
Acknowledged KCI
Once the supplier has received the request and performed initial checks, they will send an acknowledged KCI. Where suppliers acknowledge synchronously, this KCI will be sent by the Fibre Gateway to ensure consistency.
This KCI is also known as KCI1 by some tenants/suppliers.
Committed KCI
Once the supplier has committed to fulfilment, they will send a KCI with the delivery confirmed for the date as requested or as available. This will be returned in the committedDate/targetDate fields (where the expected delivery needs to change from this point, targetDate will be used to reflect the new date).
This KCI is also known as KCI2 by some tenants/suppliers.
Delayed KCI
Where there is a delay in delivery, the supplier may send a KCI to inform the tenant. This will include a standard Fibre Gateway code representing the problem/reason for delay along with optional text and supplier code.
Refer to Order KCIs for more information on problem codes.
Note: a delay KCI by itself is informational and does not require the tenant/end user to reappoint. Further KCIs will be sent once the problem is resolved or could lead to cancellation in some cases.
Resumed KCI
Once the problem causing a delay has been resolved, a REAPPOINT KCI will usually be sent and the tenant must re-appoint. However, in scenarios where a new appointment is not required, the supplier can send a KCI to resume without change. For un-appointed requests, this KCI means the delay is resolved without impact on the target date.
Reappointed KCI
Some suppliers may automatically re-appoint or liaise directly with the end customer to (re)book appointments. In these cases, the supplier will send a KCI to inform the tenant of the new appointment details. If the new appointment is not suitable then this KCI can be handled in the same way as a re-appoint.
Additional Information KCI
Additional service characteristics and notes are sent during the request lifecycle - e.g. this includes the service identifier and VLAN information for new orders. Where the supplier indicates or the Fibre Gateway detects that new information is available, this KCI will be sent instead of the generic updated KCI. Context may be available in the KCI text.
Warning KCI
Where the supplier supports it, a KCI may carry a warning message. These are different from delays as they are for information and no action is required - the request remains in progress. However, there is a chance that the warning could progress to a delay or action required. These KCIs are accompanied by a problem code and/or text.
This KCI will be sent where an appointment was booked but is not required - the appointment will have been cancelled/removed and the KCI will include the problem code:
- APPOINTMENT_NOT_REQUIREDUpdated KCI
Any other information updates will be sent as generic update KCIs. Some suppliers send multiple KCIs that may appear as duplicates or with only minor changes - tenants can generally disregard these KCIs in their workflows but should always use the latest entity details from them.
Amended KCI
Where the tenant has requested an amendment, it will be confirmed as a KCI including the latest version of the updated entity and the corresponding amendment request.
Cancelled KCI
Where the tenant has requested a cancellation and the supplier has subsequently actioned this, it will be confirmed as a KCI including the latest version of the entity and the cancellation request.
Note: this differs from terminated KCI below as it follows a tenant cancellation request.
Terminated KCI
Where the supplier has cancelled without a cancellation request, the KCI will include a standard Fibre Gateway code (see below) representing the problem/reason for cancellation along with optional text and supplier code.
Note: this differs from cancelled KCI above as it originates from the supplier and not a tenant cancellation request.
Refer to Order KCIs for more information on problem codes.
Completed KCI
Once the supplier has fulfilled the request, this KCI will be sent. In some cases it may not have been possible to complete everything on the request (e.g. all engineer tasks on an order) - the PARTIAL state is used to indicate this and should come with appropriate KCI text.
This KCI is also known as KCI3 by some tenants/suppliers.