With utilities transitioning to smart meters, they enter a critical phase of operations and maintenance that requires meticulous attention to detail. This phase includes continuous monitoring of meter performance, timely detection of issues and their quick resolution. Managing vast amounts of smart metering data brings in a whole new level of complex challenges, and coordinating that information between multiple could be overwhelming to even the best in the industry. If not managed properly, issues may arise such as inaccurate data collection, communication lag between field personnel and delays in issue resolution.
Grid’s Automated Ticket and Task Management feature is designed to improve operational productivity and reliability within this context.
Understanding Automated Ticket and Task Management
Ticket and task management features help utilities gain a better understanding of their maintenance teams’ efficiency via different metrics like time to resolution. By integrating Grid with Meter Data Management (MDM) systems, the incoming data is interpreted and assessed against predefined parameters. Users can also automate the creation of tasks and tickets in project management tools like Jira. With this level of integration capabilities, issues like meter malfunctions, data inconsistencies or threshold breaches can be quickly identified and addressed.
Real-Time Monitoring and Maintenance Activities
Having an uninterrupted maintenance procedure in place is essential to ensure the continuous and accurate measurement of utility resources. These activities can include:
Software updates: Regular updates of smart meters for seamless operation with the latest feature and security protocols
Hardware checks: Routine inspections that helps identify potential issues before they turn into major hindrances
Replacement of faulty units: Timely replacement of malfunctioning units such as meters for the maintenance of service quality
Transformer maintenance: Checks and services at regular intervals to ensure proper functioning of transformers and prevention of potential failures
Cabling inspections: Routine assessment of the cabling infrastructure to spot out any possible wear and tear that may lead to outages
By systematically managing the different phases in operations and maintenance, utilities can ensure the successful deployment and long-term reliability of smart metering projects.
Key Features of Grid’s Automated Ticket Management
Grid’s no-code solution enables utilities to streamline ticket and task management via several functionalities:
Data analysis and anomaly detection: Grid’ s no-code platform can be set up by teams even without extensive IT knowledge, helping them continuously monitor MDM data and identify anomalies like meter malfunctions or tampering using predefined events.
Automated ticket creation: Once an anomaly is detected, tickets are automatically generated in Jira or similar project/work tracking tools. Every ticket includes necessary information and is assigned to the appropriate team for quick resolution.
Resolution and verification: After the tickets are created, the technicians address the issues outlined in the tickets and update them with their findings. A system verification is followed to ensure that the problems are fully resolved.
Task tracking: The resolved tickets are analyzed to track tasks, work order completion and any pending issues which may ensue within the network.
With Grid’s capabilities to update tickets in real-time and manage tasks, utilities can significantly improve their response times for maintenance issues while gaining valuable insights into the team performance.
Real-Life application for Grid’s Automated Ticket and Task Management
Use Case: Smart Meter Communication Monitoring
We will now explore a detailed use scenario focusing on how utilities can leverage Grid to monitor the smart meter communications. This section will highlight how teams can identify and resolve issues that arise with non-communicating meters, ensuring minimal disruption to service and operations.
Step 1: Detection of non-communicating meters
Grid’s system continuously monitors smart meters which are connected to the Head End System (HES) servers. In case a meter is sending signals for 48-72 hours, the system automatically flags them as non-communicating. This proactive detection approach helps maintain service quality, as utilities are able to address issues before they escalate.
Step 2: Ticket creation for non-communicating meters
After identifying the non-communicating meters, relevant data for those meters are automatically shared with the HES team. The team generates a worksheet that includes essential details such as:
Consumer number- Unique identifier for the consumer
Meter number- Specific identifier for the non-communicating meter
Event data- Details about the detected issue
Event type- Classification of the problem (for example, signal loss)
Issue description- A brief explanation of the problem or what has occurred
By using API connectors, this data is pushed into another sheet that is designated for ticket creation. In this way, errors arising out of manual entry are eliminated and the ticketing process is accelerated.
Step 3: Assignment and allocation of tickets
After tickets are created, they are assigned to specific agencies who will be responsible for operations and maintenance (O&M). The agency then allocates these tickets to individual installers, with each installer receiving all the necessary data to address the issue effectively.
Step 4: Field updates by installers
When installers are dispatched to resolve the issues, they update the ticket resolution sheet with details about hindrances for a particular meter. They can select from various resolution options if required, which includes:
Meter replacement- If the meter is faulty and needs to be replaced
Spare part replacement- Issues that can be resolved by fixing specific components
Direct resolution- Issues that require minor adjustments such as replacing loose cables
This systematic approach warrants that all necessary actions are documented and tracked in real-time.
Step 5: Dashboard and insights
With the data gathered from previous actions, dashboards can be created for a comprehensive view of the resolution process.
Tickets raised- Total number of tickets which were generated for non-communicating issues
Number of resolved tickets- Total number of issues that have been successfully resolved
Pending tickets- Insights into issues that require attention
Area-wise pending tickets- Visualization of unresolved tickets by geographical area
Frequent issues- Identification of recurring challenges, aiding in developing proactive maintenance strategies
With this data-driven process in place, utilities are able to make informed decisions based on real-time data, increasing their impact and effectiveness.
Conclusion
Grid helps utilities automate the detection of non-communicating meters, along with expediting the ticket creation and task management. This allows businesses to maintain high service standards, minimize downtime, improve response times and attain detailed insights into operational performance. Utilities can now optimize their resources more efficiently, driving greater improvements in service delivery and consumer satisfaction. Ultimately, Grid equips utilities to ensure the successful implementation of their smart metering projects and tackle communication challenges head-on.
