I E C 61 68 -8 ® Edition 201 5-05 I N TE RN ATI ON AL S TAN D ARD colour i n sid e Ap pl i cati on i n te g rati on at e l ectri c u ti l i ti es – S ys te m i n te rfaces for d i s tri bu ti on m an ag em en t – IEC 61 968-8:201 5-05(en) P art 8: I n te rfaces for cu s tom er operati on s T H I S P U B L I C AT I O N I S C O P YRI G H T P RO T E C T E D C o p yri g h t © I E C , G e n e v a , S wi tz e rl a n d All rights reserved Unless otherwise specified, no part of this publication may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying and microfilm, without permission in writing from either IEC or IEC's member National Committee in the country of the requester If you have any questions about I EC copyright or have an enquiry about obtaining additional rights to this publication, please contact the address below or your local I EC member National Committee for further information IEC Central Office 3, rue de Varembé CH-1 21 Geneva 20 Switzerland Tel.: +41 22 91 02 1 Fax: +41 22 91 03 00 info@iec.ch www.iec.ch Ab ou t th e I E C The I nternational Electrotechnical Commission (I EC) is the leading global organization that prepares and publishes I nternational Standards for all electrical, electronic and related technologies Ab o u t I E C p u b l i ca ti o n s The technical content of IEC publications is kept under constant review by the IEC Please make sure that you have the latest edition, a corrigenda or an amendment might have been published I E C Catal og u e - webstore i ec ch /catal og u e The stand-alone application for consulting the entire bibliographical information on IEC International Standards, Technical Specifications, Technical Reports and other documents Available for PC, Mac OS, Android Tablets and iPad I E C pu bl i cati on s s earch - www i ec ch /search pu b The advanced search enables to find IEC publications by a variety of criteria (reference number, text, technical committee,…) It also gives information on projects, replaced and withdrawn publications E l ectroped i a - www el ectroped i a org The world's leading online dictionary of electronic and electrical terms containing more than 30 000 terms and definitions in English and French, with equivalent terms in additional languages Also known as the International Electrotechnical Vocabulary (IEV) online I E C G l os sary - s td i ec ch /g l oss ary More than 60 000 electrotechnical terminology entries in English and French extracted from the Terms and Definitions clause of IEC publications issued since 2002 Some entries have been collected from earlier publications of IEC TC 37, 77, 86 and CISPR I E C J u st Pu bl i s h ed - webstore i ec ch /j u stpu bl i sh ed Stay up to date on all new IEC publications Just Published details all new publications released Available online and also once a month by email I E C C u stom er S ervi ce C en tre - webstore i ec ch /csc If you wish to give us your feedback on this publication or need further assistance, please contact the Customer Service Centre: csc@iec.ch I E C 61 68 -8 ® Edition 201 5-05 I N TE RN ATI ON AL S TAN D ARD colour i n sid e Ap pl i cati on i n te g rati on at e l ectri c u ti l i ti e s – S ys te m i n te rfaces for d i s tri bu ti on m an ag em en t – P art 8: I n terface s for cu s tom e r ope rati on s INTERNATIONAL ELECTROTECHNICAL COMMISSION ICS 33.200 ISBN 978-2-8322-2678-0 Warn i n g ! M ake su re th a t you obtai n ed th i s pu bl i cati on from an au th ori zed d i s tri bu tor ® Registered trademark of the International Electrotechnical Commission –2– I EC 61 968-8: 201 I EC 201 CONTENTS FOREWORD Scope Norm ative references Terms, definitions and abbreviations Terms and definitions Abbreviations Reference and inform ation m odels Reference model General Customer support (CS) Custom er support functions and com ponents Static information m odel General Classes for custom er support Custom er support m essage types General Trouble ticket 1 General 1 2 Message form at I ncident information General Message format Service request 5 General 5 Message form at 5 Service order 5 General Work request General 7 Custom er agreement General Message form at 20 Annex A (normative) XM L schem as for m essage payloads 21 Bibliograph y 58 Figure Figure Figure Figure Figure Figure Figure Figure Figure – I EC 61 968-8 context m odel – Exam ple of trouble ticket exchange between CI S and OMS 1 – Trouble ticket message – Exam ple of incident inform ation exchange between OMS and CI S – I ncident inform ation message – Exam ple of a service request exchange between CI S and WMS – Service request message – Exam ple of a service order exchange between CI S and WMS – Exam ple of a work request exchange between CI S and WMS I EC 61 968-8: 201 I EC 201 –3– Figure – Exam ple of a custom er exchange between CI S and external or third party system s Figure 1 – Custom er agreement message 20 Figure A – Trouble ticket XSD 24 Figure A – I ncident information XSD 28 Figure A – Custom er agreement XSD 35 Figure A – Service request XSD 57 Table – Docum ent overview for I EC 61 968-8 Table – Business functions and abstract com ponents Table – Customer support classes –4– I EC 61 968-8: 201 I EC 201 INTERNATI ONAL ELECTROTECHNI CAL COMMISSI ON _ AP P L I C AT I O N I N T E G R AT I O N AT E L E C T RI C U T I L I T I E S – S YS T E M I N T E RF AC E S F O R D I S T RI B U T I O N M AN AG E M E N T – P a rt : I n te rfa c e s fo r c u s t o m e r o p e ti o n s FOREWORD ) The I nternati on al Electrotechni cal Comm ission (I EC) is a worl d wid e organization for stan dardization com prisin g all n ation al el ectrotechnical comm ittees (I EC National Comm ittees) The object of I EC is to prom ote internati onal co-operation on all q uestions concerni ng stand ardi zati on in the el ectrical an d electronic fi elds To this en d and in additi on to other acti vities, I EC pu blish es I nternational Stan dards, Techn ical Specificati ons, Technical Reports, Publicl y Avail abl e Specificati ons (PAS) an d Gu ides (h ereafter referred to as “I EC Publication(s)”) Th ei r preparation is entrusted to tech nical comm ittees; any I EC N ational Comm ittee interested in the subj ect dealt with m ay partici pate in this preparatory work I nternational, governm ental an d n on governm ental organ izations l iaising with th e I EC also participate i n this preparation I EC collaborates closel y with the I ntern ational Organi zation for Stand ardization (I SO) in accordance with ditions determ ined by agreem ent between th e two organi zati ons 2) The form al decisions or ag reem ents of I EC on tech nical m atters express, as n early as possible, an i nternati onal consensus of opi nion on the rel evant subjects since each technical com m ittee has representati on from all interested I EC N ational Com m ittees 3) I EC Publications have the form of recom m endations for intern ational use an d are accepted by I EC National Com m ittees in that sense While all reasonable efforts are m ade to ensure that th e technical content of I EC Publications is accu rate, I EC cann ot be h eld responsi ble for th e way in which th ey are used or for an y m isinterpretation by an y en d u ser 4) I n order to prom ote intern ational u niform ity, I EC National Com m ittees und ertake to apply I EC Publications transparentl y to the m axim um extent possible i n their national an d regi on al publicati ons Any d ivergence between an y I EC Publication and the correspondi ng national or regi on al publicati on sh all be clearl y in dicated in the latter 5) I EC itself d oes n ot provi de an y attestation of conform ity I n dependent certificati on bodies provi de conform ity assessm ent services and, in som e areas, access to I EC m arks of conform ity I EC is not responsi ble for an y services carri ed out by ind ependent certification bodi es 6) All users shou ld ensure that th ey h ave the l atest editi on of thi s publicati on 7) No liability shall attach to I EC or its directors, em ployees, servants or ag ents inclu din g in divi du al experts an d m em bers of its tech nical com m ittees and I EC Nati onal Com m ittees for any person al i nju ry, property d am age or other dam age of any n ature whatsoever, whether di rect or indirect, or for costs (includ i ng leg al fees) and expenses arisi ng out of the publ ication, use of, or relian ce upon, this I EC Publicati on or any other I EC Publications 8) Attention is drawn to th e N orm ative references cited in th is publ ication Use of the referenced publ ications is indispensable for the correct applicati on of this publication 9) Attention is drawn to the possibility that som e of the elem ents of this I EC Publication m ay be the su bject of patent rig hts I EC shall not be held responsibl e for identifyi ng any or all such patent ri ghts I nternational Standard I EC 61 968-8 has been prepared by I EC technical committee 57: Power system s management and associated information exchange The text of this standard is based on the following documents: FDI S Report on votin g 57/1 548/FDI S 57/1 573/RVD Full inform ation on the voting for the approval of this standard can be found in the report on voting indicated in the above table This publication has been drafted in accordance with the I SO/I EC Directives, Part A list of all parts of the I EC 61 968 series, under the general title: Application integration at electric utilities – System interfaces for distribution management, can be found on the I EC website I EC 61 968-8: 201 I EC 201 –5– The committee has decided that the contents of this publication will rem ain unchanged until the stability date indicated on the I EC web site under "http://webstore iec ch" in the data related to the specific publication At this date, the publication will be reconfirmed, • withdrawn, • replaced by a revised edition, or • amended A bilingual version of this publication may be issued at a later date • I M P O RT AN T th a t it – Th e co n ta i n s u n d e rs t a n d i n g c o l o u r p ri n t e r of ' co l ou r c o l o u rs i ts i n si de' wh i ch c o n te n ts l ogo a re U s e rs on th e co ver c o n s i d e re d sh ou l d pag e to t h e re fo re of th i s be p ri n t p u b l i cati on u s e fu l th i s fo r i n d i c a te s th e d o cu m e n t c o rre c t u si n g a –6– I EC 61 968-8: 201 I EC 201 INTRODUCTION The purpose of this part of I EC 61 968 is to define a standard for the integration of Customer Support (CS), which would include Custom er Service, Trouble Management and Point of Sale related components integrated with other system s and business functions within the scope of I EC 61 968 The scope of this standard is the exchange of information between a customer support system and other system s within the utility enterprise The I EC 61 968 series of standards is intended to facilitate inter-application integration as opposed to intra-application integration I ntra-application integration is aimed at program s in the same application system , usuall y comm unicating with each other using middleware that is em bedded in their underlying runtim e environment, and tends to be optimised for close, real time, synchronous connections and interactive request/repl y or conversation comm unication models I EC 61 968, by contrast, is intended to support the inter-application integration of a utility enterprise that needs to connect disparate applications that are alread y built or new (legacy or purchased applications), each supported by dissim ilar runtim e environm ents Therefore, these interface standards are relevant to loosel y coupled applications with more heterogeneity in languages, operating systems, protocols and managem ent tools This series of standards is intended to support applications that need to exchange data every few seconds, m inutes, or hours rather than waiting for a nightl y batch run This series of standards, which are intended to be im plemented with m iddleware services that exchange messages am ong applications, will com plement, not replace utility data warehouses, database gateways, and operational stores As used in I EC 61 968, a Distribution Managem ent System (DMS) consists of various distributed application components for the utility to manage electrical distribution networks These capabilities include m onitoring and control of equipm ent for power delivery, management processes to ensure system reliability, voltage management, demand-side management, outage managem ent, work m anagem ent, automated m apping and facilities management Standard interfaces are defined for each class of applications identified in the Interface Reference Model (I RM), which is described in I EC 61 968-1 : Application integration at electric utilities – System interfaces for distribution management – Interface Architecture and General Requirements This part of I EC 61 968 contains the clauses listed in Table Tabl e Cl au s e – D o c u m e n t o v e rv i e w fo r I E C - Ti tl e P u rp o s e Scope The scope and pu rpose of the docum ent are descri bed Norm ative references Docum ents that contai n provisi ons which, th roug h reference i n this text, constitute provisions of this internati onal stand ard Term s, definitions and abbreviati ons Reference an d inform ation m odels Descripti on of gen eral approach to custom er support, reference m odel, interface reference m odel, custom er support functions and com ponents, m essage type term s and static inform ation m odel Custom er support m essage types Messag e types related to the exchange of inform ation for docum ents related to custom er services Sam ple XML schem as for m essage payl oads To provide XSD i nform ation for inform ation use on ly Annex A I EC 61 968-8: 201 I EC 201 AP P L I C AT I O N –7– I N T E G R AT I O N AT E L E C T RI C U T I L I T I E S – S YS T E M I N T E RF AC E S F O R D I S T RI B U T I O N M AN AG E M E N T – P a rt : I n te rfa c e s fo r c u s t o m e r o p e ti o n s S cop e This part of I EC 61 968 specifies the information content of a set of message types that can be used to support m an y of the business functions related to customer support Typical uses of the m essage types include service request, customer agreement, and trouble managem ent The purpose of this part of I EC 61 968 is to define a standard for the integration of customer support (CS), which would include customer service, trouble m anagem ent and point of sale related com ponents integrated with other systems and business functions within the scope of IEC 61 968 The scope of this standard is the exchange of inform ation between a custom er support system and other systems within the utility enterprise N o rm a t i ve re fe re n c e s The following docum ents, in whole or in part, are normativel y referenced in this docum ent and are indispensable for its application For dated references, onl y the edition cited applies For undated references, the latest edition of the referenced docum ent (including an y amendments) applies I EC 60050, International Electrotechnical Vocabulary I EC 61 968-1 , Application integration at electric utilities – System interfaces for distribution management – Part 1: Interface architecture and general recommendations I EC TS 61 968-2, Application integration at electric utilities – System interfaces for distribution management – Part 2: Glossary IEC 61 968-6, Application integration at electric utilities – System interfaces for distribution management – Part 6: Interfaces for maintenance and construction I EC 61 968-1 , Application integration at electric utilities – System interfaces for distribution management – Part 11: Common information model (CIM) extensions for distribution I EC 61 968-1 00, Application integration at electric utilities – System interfaces for distribution management – Part 100: Implementation profiles IEC 61 970-301 , Energy management system application program interface (EMS-API) – Part 301: Common information model (CIM) base 3 T e rm s , d e fi n i t i o n s a n d a b b re vi a t i o n s T e rm s a n d d e fi n i t i o n s For the purposes of this standard, the terms and definitions given in I EC 60050-300, I EC 61 968-2, I EC 62051 and I EC 62055-31 appl y Where there is a difference between the definitions in this standard an d those contained in other referenced I EC standards, then those defined in I EC 61 968-2 shall take precedence over the others listed, and those defined in this document shall take precedence over those defined in I EC 61 968-2 To be publ ished –8– I EC 61 968-8: 201 I EC 201 Ab b re v i a t i o n s CI M Comm on information m odel CI S Customer inform ation system CRM Customer relationship management CSR Customer service representative ERT Estimated restoration tim e I VR I nteractive voice response NO Network operations OMS Outage m anagem ent system POS Point of sale UML Unified m odelling language WM Work m anagem ent XSD XML schema definition Re fe re n c e a n d i n fo rm a t i o n m o d e l s R e fe re n c e m o d e l G e n e l The diagram in Figure serves as a reference m odel and provides exam ples of the logical com ponents and data flows related to the context of this part of I EC 61 968 Figure describes the inform ation flows between the com ponents defined in this part of IEC 61 968 and the components in the reference m odel defined in I EC 61 968-1 61 968 Parts 3-1 (1 0) External to DMS (EXT-ACT) (5) (6) Maintenance and construction (MC) (3) (3) Trouble call management (N O) (4) (2) (1 ) (6) Customer service (CSRV) Trouble call management (TCM) Part Customer support (CS) Trouble ticket I ncident information Service order Work request Customer agreemen t Service request F i g u re IEC – I E C - c o n t e xt m o d e l – 46 – I EC 61 968-8: 201 I EC 201 specific terminal arrangement. Serial number of this asset. All multipliers applied at this meter. All meter readings provided by this meter. All names of this identified object. Any free text that name the object. Type of this name. Description of the name type. Name of the name type. Multiplier applied at the meter. Master resource identifier issued by a model authority I EC 61 968-8: 201 I EC 201 – 47 – The mRID must semantically be a UUID as specified in RFC 41 22 The mRID is globally unique. For CIMXML data files in RDF syntax, the mRID is mapped to rdf:ID or rdf:about attributes that identify CIM object elements. Kind of multiplier. Current transformer ratio used to convert associated quantities to real measurements. Test constant. Meter kh (watthour) constant The number of watthours that must be applied to the meter to cause one disk revolution for an electromechanical meter or the number of watthours represented by one increment pulse for an electronic meter. Register multiplier The number to multiply the register reading by in order to get kWh. Potential transformer ratio used to convert associated quantities to real measurements. Product of the CT ratio and PT ratio. Multiplier value. All names of this identified object. Set of values obtained from the meter. All reading values contained within this meter reading. – 48 – I EC 61 968-8: 201 I EC 201 Date and time interval of the data items contained within this meter reading. End date and time of this interval. Start date and time of this interval. The Name class provides the means to define any number of human readable names for an object A name is <b>not</b> to be used for defining inter-object relationships For inter-object relationships instead use the object identification 'mRID'. Any free text that name the object. Type of this name. Description of the name type. Name of the name type. Specific value measured by a meter or other asset, or calculated by a system Each Reading is associated with a specific ReadingType. Reason for this reading being taken. Reading(s) taken or to be taken in response to a billing-related inquiry by a customer or other party A variant of 'inquiry'. Reading(s) taken or to be taken in conjunction with the resetting of one or more demand registers in a meter. Reading(s) taken or to be taken in response to an inquiry by a customer or other party. Reading(s) taken or to be taken in conjunction with installation of a meter. Reading(s) taken or to be taken to support management of loads on distribution networks or devices. Reading(s) taken or to be taken to support research and analysis of loads on distribution networks or devices. Reading(s) taken or to be taken in conjunction with a customer move-in event. Reading(s) taken or to be taken in conjunction with a customer move-out event. Reading(s) taken or to be taken for some other reason or purpose. Reading(s) taken or to be taken in conjunction with removal of a meter. Reading(s) taken or to be taken in conjunction with a connection or re-connection of service. Reading(s) taken or to be – 50 – I EC 61 968-8: 201 I EC 201 taken in conjunction with a disconnection of service. (used only when there are detailed auditing requirements) Date and time at which the reading was first delivered to the metering system. System that originally supplied the reading (e.g., customer, AMI system, handheld reading system, another enterprise system, etc.). The time when the value was last updated Value of this reading. All qualities of this reading. Elaboration on the quality code. System acting as the source of the quality code. Date and time at which the quality code was assigned or ascertained. Type of this reading quality. I EC 61 968-8: 201 I EC 201 value. – 51 – Type information for this reading Start and end of the period for those readings whose type has a time attribute such as 'billing', seasonal' or 'forTheSpecifiedPeriod'. End date and time of this interval. Start date and time of this interval. A real estate location, commonly referred to as premises. Master resource identifier issued by a model authority The mRID must semantically be a UUID as specified in RFC 41 22 The mRID is globally unique. For CIMXML data files in RDF syntax, the mRID is mapped to rdf:ID or rdf:about attributes that identify CIM object elements. Method for the service person to access this service location For example, a description of where to obtain a key if the facility is unmanned and secured. (if applicable) Direction that allows field crews to quickly find a given asset For a given location, such as a street address, this is the relative direction in which to find the asset For example, a streetlight may be located at the 'NW' (northwest) corner of the customer's site, or a usage point may be located on the second floor of an apartment building. True if inspection is needed of facilities at this service location This could be requested by a customer, due to suspected tampering, environmental concerns (e.g., a fire in the vicinity), or to correct incompatible data. Problems previously encountered when visiting or performing work on this location Examples include: bad dog, violent customer, verbally abusive occupant, obstructions, safety hazards, etc. Coordinate system used to describe position points of this location. A Uniform Resource Name (URN) for the coordinate reference system (crs) used to define 'Location.PositionPoints'. An example would be the European Petroleum Survey Group (EPSG) code for a coordinate reference system, defined in URN under the Open Geospatial Consortium (OGC) namespace as: urn:ogc:def:uom:EPSG::XXXX, where XXXX is an EPSG code (a full list of codes can be found at the EPSG Registry web site http://www.epsg-registry.org/) To define the coordinate system as being WGS84 (latitude, longitude) using an EPSG OGC, this attribute would be urn:ogc:def:uom:EPSG::4236. A profile should limit this code to a set of allowed URNs agreed to by all sending and receiving parties. All asset hazards at this location. Type of this hazard. Main address of the location. Street detail. Additional address information, for example a mailstop. (if applicable) In certain cases the physical location of the place of interest does not have a direct point of entry from the street, but may be located inside a larger structure such as a building, complex, office block, apartment, etc. (if applicable) Utilities often make use of external reference systems, such as those of the townplanner's department or surveyor general's mapping system, that allocate global reference codes to streets. Name of the street. Designator of the specific location on the street. Prefix to the street name For example: North, South, East, West. Suffix to the street name For example: North, South, East, West. Number of the apartment or suite. Type of street Examples include: street, circle, boulevard, avenue, road, drive, etc. True if this street is within the legal geographical boundaries of the specified town (default). – 54 – detail. I EC 61 968-8: 201 I EC 201 Town Town code. Name of the country. Town name. Town section For example, it is common for there to be 36 sections per township. Name of the state or province. Sequence of position points describing this location, expressed in coordinate system 'Location.CoordinateSystem'. Zero-relative sequence number of this point within a series of points. X axis position. Y axis position. I EC 61 968-8: 201 I EC 201 – 55 – (if applicable) Z axis position. Current status information relevant to an entity. Date and time for which status 'value' applies. Reason code or explanation for why an object went to the current status 'value'. Pertinent information regarding the current 'value', as free form text. Status value at 'dateTime'; prior status changes may have been kept in instances of activity records associated with the object to which this status applies. Master resource identifier issued by a model authority The mRID must semantically be a UUID as specified in RFC 41 22 The mRID is globally unique. For CIMXML data files in RDF syntax, the mRID is mapped to rdf:ID or rdf:about attributes that identify CIM object elements. Document subject. All crews participating in this work task. – 56 – I EC 61 968-8: 201 I EC 201 Master resource identifier issued by a model authority The mRID must semantically be a UUID as specified in RFC 41 22 The mRID is globally unique. For CIMXML data files in RDF syntax, the mRID is mapped to rdf:ID or rdf:about attributes that identify CIM object elements. All names of this identified object. Any free text that name the object. Type of this name. sawsdl:modelReference="http://iec.ch/TC57/CIM-generic#NameType">