If a serial number is wrongly assigned to a customer and you are unable to retrieve the correct serial number for that customer- you will need to change this control unit to 'serial unknown'.
- Before doing this the call center should try to contact the customer to get the correct serial and change it themselves using the Correct Customer Serial number in the CSCC Module
- or confirm with Smart Solar/Product Support the correct entity for those control units
If unable to confirm with Call Centre the correct serial and also confirm with SS that the CU is in a different entity to the customer then you can proceed to change the CU to 'smart unknown'.
To do this
- Go to CRM>>>>Serial Number History
- Find the CU that you want to change
- Select the current customer that has the CU
4. Click on More and Select 'Set invalid serial to SMART UNKNOWN'
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