Customer Inquiry, Dispute & Information (CIDI) User Guide
Contents
1. 00029465 Responsible Massih Ahmadi SCID PWRX Owner You can save the printable version to a folder by clicking File gt Save As in the print window EA CSIA CS LCollins v1 Page 28 of 33 CAISO PUBLIC You can also print from a list view 4 Click the Printable View utility while viewing a list 5 Print View window is displayed 6 Click Print this page s s IMS All Cases Portal California ISO Customer Portal Mozilla Firefox Sel UL File Edit View History Bookmarks Tools Help AN a _ o EA S7 F Google v aA N cil isa https na7 salesforce com 500 x fcf 00BAl 7 7 E gt Google P 3 A __ IMS All Cases Portal California IS a A e Close Window 4 e PrintThis Page L e Print utility IMS All Cases Portal 25 Displaying records 1 25 more records available Case Number ContactName SCID Status Subject Category Trade Date Resource ID Date Opene 00028687 Emmett GLEN Closed 12 21 09 Oasis 1 4 2010 Caroline Pri 00028688 Emmert GLEN Closed Glendale IFM RTM 1 4 2010 Caroline WHL lt Previous Page Next Page gt 00028690 Emmett GLEN Closed OASIS Oasis 11712010 Caroline Missin 00028631 Vincent Melie PASA Closed Missing MQS 1 11 2010 ent held Chent held Chent Field 3 Entiyit awar 33195 00028692 Emmer GLEN Closed On 1 2 Oasis 1 14 2010 Caroline OASIS v 33203 lt m gt Done 3 33312 00028691 Vincent Mel2. cog a case tor customer i Log a case for customer Recently Viewed 4 support View cases Charge Code Number Charge Code Name Charge Group Effective Start Date Effective End Date Frequency 1353 Black Start Energy Allocation Black Start Energy 01044998 314 2 2030 Daily Search All v Advanced Search The above screen shot shows Charge Code as being active EA CSIA CS LCollins v1 Page 14 of 33 CAISO PUBLIC Select the Cases tab and Cases Home page is displayed Click the drop down arrow in view and select a filtered view such as All Open Cases IMS a nn nome narge LOC My Profile Logout All Open Cases IMS Portal Ww Log a case for customer support A New Case View cases New Case SCID Account Owner Date Time Opened Contact Name Type Subject Status SCID Resolution Charge Code Company name 31 01 2010 4 00 PM xxxx xxx IMS Advance New Aaaa Blank Subm During Company name 0203 2010 4 00 PM xxxx xxx IMS OASIS New AAAA Blank report During 00029459 Company name 03 03 2010 4 00 PM XXXX XXX IMS Predispatch New AAAA Blank AL EEE AEA During Edit 00029460 Company name 0403 2010 4 00 PM xxxx xxx MS Schedulingp New AAAA Blank During Edit 00029462 Company name 08403 2010 4 00 PM XXXX XXX IMS Sul Assigned XXXXXXXX By selecting from the drop down in View you can filter the cases according to IMS cases SDS cases All Cases MS Portal All Cases IMS Portal All C
3. SCID 001963 XxXxX Lisa Client hment Cancel Contact Name Lisa Hopkins JA SB internet ii Description Search All Ww Fr gt PO 6 Selecting SCID e Click the search icon and the Lookup window is displayed e Click on the SCID User link for the appropriate SCID Log a case for customer Contact Name Lisa Hopkins support SCID SCID OD 1363 as View cases Subject User Guide link does not work Description Search All W Link to user guide does not open Categor a Resource ID Advanced Search wit Other t3 Loo O Trade Date 1710422010 17042010 Software Reference fe Trade Hours Available 00029465 All Hours Be Lisa Client 00029466 00029461 You can add an attachment upon 00030245 E submitting the ticket 00023453 00029450 Client Field 1 Client Priority EJ ED ED C C Hana 0029456 00029462 00029463 Client Field 3 Client Field 2 Email Recipients PPE Submit J Submit and Add Attachment cancel 7 Click Submit or Submit and Add Attachment EA CSIA CS LCollins v1 Page 18 of 33 CAISO PUBLIC 8 To add an attachment a In this example the Submit and Add an Attachment button was selected b Follow the instructions on the page to add an attachment Home Cases Charge Code e Click browse to select a file to attach Click Attach File My Profile Logout Click Done 1 Select the File Type the path of the file or cli
4. Additional SCIDs New Banking Information o Market Simulation Issues e Settlements Disputes OO 0 0 2 Oo OC OO Those inquiries cases that should not be entered into CIDI are e Connectivity issues managed through the CAISO Help Desk e Real Time issues handled by the CAISO Real Time desks Resolution Time The ISO is committed to meeting clients expectations regarding the fast resolution of cases To the extent practical the ISO will endeavor to resolve all cases within 10 business days or less Settlement Disputes will continue to be processed as they are today according to the methodology outlined in Settlements and Billing BPM lf an SC calls or emails their Client Representative to request a case be entered into CIDI the Client Representative will enter the case into CIDI by the close of business on the day received If the SC seeks faster attention to their case they can enter the case directly into CIDI and follow up with a phone call thereby ensuring that the ISO team has all of the pertinent information and is aware of the case EA CSIA CS LCollins v1 Page 5 of 33 CAISO PUBLIC Time Sensitive Cases lf a case requires resolution within a 60 minute time horizon the ISO strongly recommends that the SC contact their Client Representative by telephone Client Priority Field In response to feedback from our customers the ISO has included a customer priority field to assist the ISO in understanding the priority of cases
5. Cente View cases record Search All ov Record Type Hame Description po ae Ls The red bar indicates a required field l This defaults to Inquiry Ticket iune sae aa e a The choice is Inquiry Ticket or Settlement Dispute Inquiry Ticket o 00030314 00029465 EA CSIA CS LCollins v1 Page 25 of 33 CAISO PUBLIC The Case Edit screen displays a This is the Case Edit screen for SDS cases You must select the appropriate SCID from search icon All the SCIDs assigned to your digital certificate will Submit Submit amp Add Attachment Cancel appear here D Contact Name Lisa Hopkins e ie oe III SDS Trade Data Settlement Fun ai asaza Po Trade Hours State ment Disputed initial i we j A Chosen nia a Select the appropriate Charge Code Statement Publication ie L asmazonai Placeholder Request C e Fields in with the RED bar are system required fields Case Reason Description 5 Enter all required fields e SCID User e Charge Code e Trade Date e Trade Hours e Dispute Amount e Settlement Run e Statement Disputed e Statement Publication Date eCase Reason e Description 32k char System Validations Trade Date lt Today Trade Hours If All Hours is selected individual hours cannot also be selected Settlement Run Must be a numeric value at least 10 digits in length Statement Publication Date lt Today EA CSIA CS LCollins v1 Pag
6. Disputes the ISO Calendar Market Notices AWE and System Operating Messages It also has links to legacy applications ADS SLIC OMAR SRS no single sign on in addition to single sign on links to new applications RR Resource Requirements All the SCIDs will be available to select per digital certificate profile Individual SCIDs can be selected to display all issues entered for that specific SCID or all Issues for all SCIDs within your profile can be displayed Welcome Icollins gt FH California ISO Market Participant Portal Help Contact Us Personalize Me Your Link to Power MPP Home Applications Welcome to the California ISO Market Participant Portal O BAPI Seok peeke the centralized access point for secure applications and business critical information CHRI tii 4 1 2010 Announcing New Features Now Available Automated refresh implemented for Market Operations Day CIDI Customer Inquiry Dispute Ahead HA and RT Market Status Market Event Log AWE and and Information Markat ati Gd oasis pet nae e Click the CIDI to enter inquires or s settlements disputes Um OASIS History Fg rade Resource Adequacy He RAAM Availability Management Market Operations Market Status Market Event Log System Operating Messages G3 RIMS Resource Interconnection Management System Day Ahead Market Hour Ahead and Real Time Market we sen eae Select Trade Dat
7. Open Cases Portal Studert Recently Viewed Cases oor S05 All Cases Portal Trainer Meine 305 All Closed Cases Portal Student Advanced Search OO0301 za Hyperlinks can take you to different pages in the application EA CSIA CS LCollins v1 205 All Open Cases Portal 20S My Cases Portal SDS My Closed Cases Portal S505 My Open Cases Portal CAISO PUBLIC Page 11 of 33 Detail Pages drill down into the case created with more detailed information fields Side Bar side bar offers a quick link to log a case view cases recent cases and search Home Cases Charge Code My Profile Logot Log a case for customer zubpiari VIEW tases Search All w Advanced Search 00030175 DIDI FF 00030099 T j a Page 12 of 33 EA CSIA CS LCollins v1 CAISO PUBLIC Field Definitions Field Name Description Date Time Opened Date and time the case was entered into the system This is the ID that identifies your company SCID Note Some companies have many SCIDs Be sure to select the SCID related to the case If the SCID is not displayed contact the Client Representative Short description of the Issue up to 255 characters Subject Put important information from the issue something unique that describes issue Example Inaccurate OASIS ATC Values 5 25 06 5 31 06 Follow Up Date Used to send an email reminder for the case Used to create a Case either an
8. Response Accept Decline Resolution Add Comment N en e Click the Accept Decline Resolution button e Select Accept Resolution or Decline Resolution and enter a response Save Cancel Accept Decline EYI Resolution None Accept Resolution Decline Resolution Response save cancel EA CSIA CS LCollins v1 Page 33 of 33 CAISO PUBLIC
9. User Guide link does not work Description Link ta User guide does not open Comment add more comments EA CSIA CS LCollins v1 Page 21 of 33 CAISO PUBLIC View Comments You can view fewer or more comments by clicking the up and down arrows as indicated below Add Comment Comment Created By Lisa Hopkins 17 04 2016 9 50 PM add more comments Created By Lisa Hopkins 17 04 2010 9 44 PM receive an error the following error error 123 Always show me fewer a i 7 mare records per related list ji Settlement Dispute cases are non editable once submitted If you wish to make a change to a submitted Settlements Dispute case please contact your Client Representative or send an email to ISODisputes 8caiso com EA CSIA CS LCollins v1 Page 22 of 33 CAISO PUBLIC Searching The search area on the left column of the page allows you to search my case task notes or charge code You can also enter a specific case Home ases Charge Code My Profile Logout Back to List Cases Log A case for Customer Case Information Support Case Number o003034 4 View cases ESS Responsible Owner Massif Skin Follow up Date o Do ee S Subject User Guide li Seah A ee ees a a Mi ial i Cases Description Link ta user e T asks Charge Code Tura d Category Other Trade Date 17042010 Trade Hours Clicking the back arrow in the browser will take you back to the exact pr
10. including status changes pending tasks for one of your tickets or an action item reminder at a future follow up date you can set e Enter longer text descriptions up to 32 000 characters e Attach and access files related to your ticket e Enter text in Case Comments that track with dates the historical interactions with the ISO IMS only e Disagree with a resolution provide comments and automatically re assign the issue back to the ISO IMS only CIDI was developed in partnership with a newly formed ISO customer focus group called CPG or Customer Partnership Group and is designed with our customers in mind The ISO has incorporated many suggestions from this group into the initial rollout and is looking forward to partnering with this group to develop and enhance the functionality and usability of CIDI as we move forward together We hope you find CIDI to be an effective tool for managing your business interactions with the ISO Feel free to call your client representative if you have questions Thank you Don Fuller Director Customer Services and Industry Affairs EA CSIA CS LCollins v1 Page 4 of 33 CAISO PUBLIC Inquiry and Dispute Process Types of Inquiries The following inquiries cases can be entered into CIDI e Inquiries Verifying or updating Master File information Updates of personnel for application access Inquiries on Charge Types Metering questions scheduling Questions Digital Certifications Name changes
11. that you submit Please work with your client representative to establish a process regarding the use of this field EA CSIA CS LCollins v1 Page 6 of 33 CAISO PUBLIC Getting Started You must have a Scheduling Coordinator ID SCID and have a CAISO Multi Application CMA digital certificate installed along with access to the Portal before you can use CIDI 1 Be sure to install the certificate per the instructions provided to you 2 If you do not have a certificate and or do not have access to the portal then request access using the Application Access Request Form AARF located at htto www caiso com docs 2000 03 01 20000301 10195926538 xls Once you have access open Internet Explorer and type https portal caiso com Bookmark this page 3 The Market Participant Portal MPP Home page will be displayed with the Issue Management and Settlements Disputes views displayed within a Portlet similar to today EA CSIA CS LCollins v1 Page 7 of 33 CAISO PUBLIC Market Participant Portal MPP The Market Participant Portal adds value to Market Participant businesses by streamlining access to secure ISO applications and business critical information enabling more efficient participation with the ISO by having e Centralized access to ISO applications e Single log on to applications using digital certificates e Centralized access to public information sources of frequent use MPP has Active Portlets to Issue Management Settlements
12. BX Califor vw California ISO USER GUIDE CALIFORNIA ISO Customer Inquiry Dispute amp et User Guide CAISO PUBLIC Revision History Version Date Description By 04 26 10 CIDI initial user guide Latisha Collins 04 27 10 Final Edits Nathan Hall DM EA CSIA CS LCollins v1 Page 2 of 33 CAISO PUBLIC Table of Contents IEC UC UON oo une ta a d mt E d i a i ti au 4 Inquiry Dispute Process c cece ence cece eee e tees eeaeeeaeeeeaeeeaeeesattnaneeanes 5 TYDES e nas gio O ANRC E RE INN ACR E rt III N e rn ere etn nT meee pe N N renee arene er weer re 5 IRESOIUTION TIME norrena ER ER RRE ER RE 5 _ Time Sensitive 1S SUC S nara aia a aa sai a dai aa la ei a aa 6 CONC PEOPLE Elias sis gata ara aia ia at t Da a ale nt ed it 6 GERN CN DECI ostean ai iu o E nu adu a aa a ad aa i a d d ti 7 Market Participant Portal MPP e eee 8 Customer Inquiry Dispute PaGe ccccc eee eee ae 10 Man PE E scame tie atena ate niste rii e aia la ap aan ara d ea 10 Terminology eee eee eee eee aaraee 11 FIE DETIN EI O arc ciocan sac aa iii al a ie td a a e aa 13 Base NOV RC CIO imite nina E A 0 pi d i d ap 14 How to Create a New Case Inquiry Ticket eee 16 AGE CODE ES sont amino iei cal aia ca teal i taie cas an ta ents 21 VASS OIL E ES sae aiatctseenenctteconsndnadunancitnaehencttedenuncratccadnenceen ete dea iei la vede dute 22 SEAC ING saca oaie santa ecosistem e 23 Advanced SCAM s
13. Inquiry or a Settlement Dispute Desciintian Details relating to the issue Full explanation of the subject up to 32 000 p characters Used to provide comments and communication to the ISO IMS The client representative for the account or the ISO employee AM Responsible Owner responsible for ensuring the case is resolved SDS The dispute analyst assigned to the case This field is a free form text field for the user to enter key words that can be used om for searching filtering and reporting IMS only email Beciionie This field that allows the user to enter multiple emails that will be copied on p changes to the case including significant status and case comments Indicates where the case is in the process New A case will have this status when it is first created Assigned A case will have this status when an owner has been designated to work the case This could be the client rep a SME or a dispute analyst Awaiting Client Response Used to communicate to customers that there is an action information required from them Resolved Pending Validation A case that has had a solution resolution Status provided and is waiting for client verification IMS only Pending Recalc An approved dispute case that is pending the dispute analysts verification of corrections associated with the dispute case on the recalculated Settlement statement Closed A case that the resolution has been accepted or dispute cas
14. Software Reference Client Field 1 Client Priority 1 Critical A second record is created and the required fields to be updated are highlighted with a red bar Submit Submit and Add Attachment Cancel Type MS Contact Name Student Trainers see scip 002791 amp 7 Description Information Subject CRM BRQ024 18_SDS_Dispute is in New Status for More Than 3 Bu GRM BRQ024 18_SD Dispute is in New Status for More Than 3 Business Days Trade Hours Description EA CSIA CS LCollins v1 Page 31 of 33 CAISO PUBLIC Tracking Case Details The Case Detail screen contains all fields specifically used for tracking case information A Case Number has been assigned e Status is Pending Recalc and Status Reason is blank for the case Type indicates if the case is an inquiry IMS or a dispute SDS Back to List Cases Case Number 00023989 Account Mame Company Mame SCID Hot Use HAAN BAID Pending Recalc Status Reason Charge Code 6470 Dispute Amount 13 990 56 Charge Code Name Real Time Instructed Imbalance Energy Settlement Runa O000052513 settlement Trade Date 01 04 2009 Statement Disputed Daily Initial Trade Hours All Hours Statement Publication 2605 2009 Date Placeholder Request The various fields can be used for tracking purposes Case Reason Other Description Transaction Point Pe Charge Code Charge Code Name Dispute Determination Approved De
15. ases SOS Portal All Closed Cases SOS Portals All Open Cases his Portal All Open Cases SDS Portal hy Cases My Cases IMS hy Cases SDS hy Open Cases hty Open Cases IMS z If there is a Go button next to selection you My Open Cases SDS i must click Go to make the selection active Recently Wiewed Cases EA CSIA CS LCollins v1 Page 15 of 33 CAISO PUBLIC How to Create a New Case Inquiry Ticket All inquires requiring action must be entered into the CIDI application Each Scheduling Coordinator has an assigned Client Representative 1 Click Log a case for customer support link on the Cases tab 2 The screen will indicate New Case Select Case Record Type a Select Inquiry Ticket 3 Click the Continue button hy Profile Logout Log a case for customer Support VIEW cases R d Type of t ecord Type v ii lnquiry Ticket b Continue JI Cancel e The red bar indicates a required field This defaults to Inquiry Ticket e The choice is Inquiry Ticket or Settlement Dispute Search All Se Record Type Hame Description Inquiry Ticket m mea aa ii pa en Settlement Dispute Advanced Search i 1353 L Michael vida EA CSIA CS LCollins v1 Page 16 of 33 CAISO PUBLIC 4 The Case Edit screen displays a This is the Case Edit screen for Inquiry cases You must select the appropriate SCID from th
16. ck the Browse uttan to find the file LOW a tase Tor CUS lOmer Lou a ease for customer Browse Support VIEW Cases Pag Click the Attach File button Repeat steps 1 and 2 to attach multiple files i When the upload iz complete the file information weil appear below J Attach File Click the Done button to return to the previous page Search All e ma Thi will cancel an in progress Upload Adwanced Search 9 Click Attach File to add the file It will appear in the window below Home Sittin Charge Code 1 Select the File Type the path of the file or click the Browse button to find the file LOG a case Tor customer bes acase Jur custome Browse support View cases 2 Click the Attach File button Repeat steps 1 and 2 to attach multiple files Ahen the upload is complete the file information will appear below 3 Click the Done button to return to the previous page This will cancel an in progress upload Bens Advanced Search File Name TRAIN error bmp Size 1 32MB 00030314 AMMAN Ae 10 Click Done to move to the next screen EA CSIA CS LCollins v1 Page 19 of 33 CAISO PUBLIC 11 Completed Case with attachment and case number Home agaaga charge code My Profile Logout W Attachment s added Back to List Cases Edit Clone Provide Client Response support See Case Information Case Number 00030314 SCID Accou
17. e 04 27 2010 Select Trade Date 04 26 2010 View All 24 Hours SIBR Reports Bids amp Schedules Inter SC Trades Hour Ending Bids amp Schedules Inter SC Trades PUBLISHED PUBLISHED CLOSE PUBLISHED w SDS Settiement Dispute System 18 CLOSE OPEN 19 OPEN OPEN Applications below require separate log on 20 OPEN OPEN v gt Operational Meter ee OMAR abate ik Ragsarting UD es EA CSIA CS LCollins v1 Page 8 of 33 CAISO PUBLIC Inquiry Management Enter Customer Inguiry Dispute and Information Application Submit New Case Tatal Inquiries 12 C My OpenInquiries My Inquiries Today Filter by SCID ALL E tii pa Eora cai See Subject Up Date Status 23590 O2 05 2009 1801 DAM award below bid price O4 10 2009 In Progress 25188 03 25 2009 1801 T X between binding constraint ia Baesa 25244 03 27 2009 1801 hasp pnode report In Progress 25245 O3 27 2009 1801 transmission ATC for LUGO In Progress 25293 10 18 2009 501 test for MPP v1 4 mods New 25204 10 18 2009 1801 Testrecord for new change In Progress 25295 10 18 2009 501 Testticket 1 11 01 2009 In Progress 25297 10 19 2009 loa test 2 In Progress 25302 10 30 2009 502 MPP v1 4 test record In Progress 25306 02 08 2010 502 Test record for QA 2 In Progress 1 2 Settlement Disputes Enter Customer Inguiry Dispute and Information Application Submit New Case To sputes My Disputes Today Filter by SCID a E Case Charge Disputed Dispute Re
18. e 26 of 33 CAISO PUBLIC 6 Click Submit or Submit and Add Attachment at the top or bottom of the page a Follow the same method to add attachments as described above for Inquiry cases NOTE Settlement Dispute cases are non editable once submitted If you wish to make a change to a submitted Settlements Dispute case please contact your Client Representative or send an e mail to SODisputes caiso com EA CSIA CS LCollins v1 Page 27 of 33 CAISO PUBLIC Reports printing cases CIDI offers you the ability to print an individual case detail or a view list of cases Below is the printable view from an individual case 1 Click the Printable View on a case 2 Print View window is displayed 3 Click Print this page Home Gases Charge Code My Profile Logout Back to List Cases Edit Clone Provide Client Response e Print utility Case Number 00029462 SCID Account Owner Powerex Corp Log a case for customer Support View cases A https na salesforce com Case 00029462 California ISO Customer Portal Microsoft Intern Sele File Edit View Favorites Tools Help ay a ick x a A P Search Je Favorites Ce Snagit Ea Convert X PD Select ile gt Save AS e Fieosaeas e Close Window e PrintThis Page Ul Case 00029462 Case Information 00029462 Case Humber 00029462 SCID Account Powerex Corp L 00030320 Owner 00030314 Type IMS Status Assigned
19. e search icon All the Home ases Charge Code SCIDs assigned to your y Profile Logout digital certificate will Submit Submit and Add Attachment Cancel appear here e Case Type is IMS Type IMS Contact Name Lisa Hopkins e A D PF Search All v anorinen Trade Date Software Reference i 13 04 2010 Trade Hours Michael vida 5 Enter e Select SCID Do not be concerned that the text SCID 00xxxx appears This is a system value that will not remain in the SCID field once the case is saved e Subject This is a required field This should be a short description of the issue e Description This is a longer description of the case up to 32 000 characters and can be used to cut and paste text into the case Pasting graphics is currently not supported and all graphics should be submitted as attachments e Category Select a Category from the drop down that you feel may the source of the case e Resource ID Enter this information if applicable e Trade Date If applicable type this information or select from a calendar by clicking on the field Trade Hour Select all or multiple trade hours by double clicking the available hour Your selection will be added to the right hand chosen column EA CSIA CS LCollins v1 Page 17 of 33 CAISO PUBLIC Links snaqtt ji Convert F sele y Ee SCID User User SCID 001962 KXXX Lisa Client
20. e where the Dispute Determination has been made and communicated to the Contact On Hold Used for unique cases that do not follow the normal 10 day target resolution process EA CSIA CS LCollins v1 Page 13 of 33 CAISO PUBLIC Basic Navigation select the Home tab and then select another tab for example Charge Code and the Charge Code page is displayed note tab is highlighted in green as being the active page This screen shot shows Home as being active womes Cases Charge Code lt e Tabs across the top Highlight Home tab indicates the page displayed ao This section will be used to communicate non official information that is relevant to a broad spectrum of Market Participants The exact process and content is being defined Monday 15 Mar 2010 WebCONF Spring Release Market Simulation Log a case for customer a support e Click Log a case for customer e Above displays a known issue and View cases support to enter a new case expected resolution Click View cases to see all submitted cases Search All To the left are examples of current ISO calendar activities or other information that can be displayed Search drop down selection Advanced earch offers pre defined searches MTG Dynamic Transfers FAA di 20 A ea Home Cases e Tabs across the top Highlight Charge My Profile Logout Code tab indicates the page displayed View Charge Codes Portal Go
21. evious view where you were before The Back to List Cases link takes you back to the default screen before you searched Remember to click the Go Button to return to the view you had previously selected EA CSIA CS LCollins v1 CAISO PUBLIC Page 23 of 33 Advanced Search Use the Search area in the sidebar to globally search across multiple fields of all objects in the system Use the Advanced Search Options link to limit the scope of your search and to use enhanced searching features To find all records that start with a certain phrase you must add an asterisk at the end of the word For EXAMPLE To find all records with the word Test in them you must type tes NOT simply tes Advanced Search allows you to search by phrase attachment case number or any combination My Profile Logout user Search Log a case for customer Support Advanced Options view cases Search All w Adwanced Search EA CSIA CS LCollins v1 Page 24 of 33 CAISO PUBLIC How to Create a New Case Settlement Dispute All Settlement disputes must be entered into the CIDI application 1 Click Log a case for customer support link on the Cases tab The screen will indicate New Case Select Case Record Type Select Settlement Dispute 9 Click the Continue button PI Hi Profile Logout Log a case for customer support Record Type of news Coattlarment
22. i sasi acad acatist eta la i e ei ei lea aa lia e one 24 How to Create a New Case Settlement Dispute 25 Reports printing cases eee eee nenea 28 SECI PI aan aie bilon aceata adi al i daia 30 ETI ND e seaca egei ceai sete deus diabolica dica daia dh cqiniendventacndties dacat aia taiatul 30 ___Back Arrow Go Back to List seen ea eta eaeeae 30 CONDO Ar CGS C ooaine vaio ete areca a tre li dm 0 ini 31 Tracking Ca e D Glas a ine tiu ice oua inaite ui nat in o 6 pa pi a ti fa tt es 32 Client Responses eee eee eee 33 EA CSIA CS LCollins v1 CAISO PUBLIC Page 3 of 33 Introduction The ISO has launched a new system to improve our customers ability to submit and track their business inquiries and disputes The new system is called CIDI the Customer Inquiry Dispute amp Information system CIDI is pronounced like city and it replaces both IMS and SDS our prior issues management and settlement dispute systems For our customers CIDI represents a significant improvement over IMS and SDS CIDI is built on a robust web based platform created by SalesForce com a global leader in Customer Relationship Management systems With CIDI you can e Assign your own priority to your issues IMS only e Email from the system anyone you choose with information and updates on your tickets IMS only for now but the request has been made to add this feature for SDS e Receive automatic reminders
23. ie PASA Closed Missing Mas 1411412010 333786 awar 00028692 Emmert GLEN Closed On 1 2 Oasis 1414 2010 33465 Caroline OASIS 00028635 Emmert GLEN Closed OASIS Oasis 4 24 2010 33623 Caroline Missin 00028697 Emmert GLEN Closed OASIS Oasis 21112010 33733 Caroline Missin You can save the printable version to a folder by clicking File gt Save As in the print window You can also copy the page by selecting all ctrl A and ctrl C to copy and then ctrl V to paste into MS Excel worksheet EA CSIA CS LCollins v1 Page 29 of 33 CAISO PUBLIC Special Tips Entry ID Entry ID indicates OLD IMS tickets brought over to the new CIDI system IMS All Cases Portal lt Previous Page Next Page New Case iction Case Number ContactName SCID Status Subject Category Trade Date Resource ID Date Opened Client Priority Client Field 1 Client Field 2 Client Field 3 EntryiD dit 00028687 Emmert GLEN Closed 12 2199 Oasis 1 4 2010 33195 Caroline Pri clit 00028686 Emmert GLEN Closed Glendale IFM RTM i 33203 Caroline WHL Entry Id indicates a case from dit 00028690 Emmert GLEN Closed OASIS Oasis the OLD IMS system 33312 Caroline Missin clit 00026691 Vincent Melie PASA Closed Missing Mas 1417 2010 33376 awar dit 00028692 Emmert GLEN Closed On1 2 Oasis 14 2010 33465 Caroline OASIS dit 00028695 Emmert GLEN Closed OASIS Oasis 4 24 2010 33623 Caroline Missin lit 00028697 Emmer
24. nt Owner Company Name Type IMS Status New Responsible Owner Massih Ahmadi SCID XXXX Follow up Date BA_ID Log a case for customer SearchAll ow Subject User Guide link does not work Description Link to user quide does not open Category Other Resource ID i Trade Date 1704 2010 00030314 Trade Hours Software Reference 00029465 l Lisa Hopkins Contact Information 00029466 Contact Name Lisa Client Contact Email email corp com 1 Contact Phone Submitter 90029461 Account Name Company Name 00030245 00029459 m ara bottom of case page oo0s0245 0029459 o0029450 Client Field 4 Client Priority OO029456 Client Field 2 Email Recipients Client Field 3 00029462 Date Time Opened 1704 2010 6 49 PM Date Time Closed Created By Lisatlient 1704 2010 6 49 PM Attach File File Name Size Last Modified Created By TRAIN error brp 1384398 bytes 1704 2010 9 07 Phl Lisatlient Original attachment Click Attach File to attach any i additional documents EA CSIA CS LCollins v1 Page 20 of 33 CAISO PUBLIC Add Comments On the completed case page you can add any additional comments or view any comments added 1 Click Add Comment 2 Enter new comment 3 Click Save File Name Size Last Modified Created By TRAIN error bmp 1384398 bytes 1042010 9 07 PM Lisa Hopkins co mS ee Add Comment OS e Click Add Comment Ha records to display Save Cancel Required Information Subject
25. rformance and Planning Forum of duplicate tickets submitted Search All Got S200 A 3 00 FAT Wednesday 17 Mar 2010 WebCONF Settlements and Market Clearing SaMC User Group 4000 AM 11 30 AW CALL Congestion Revenue Rights CRR 400 AM 11 30 AW MTG Dynamic Transfers QA AA cn PA e Search for cases Advanced Search e Examples of Information that can be posted EA CSIA CS LCollins v1 Page 10 of 33 CAISO PUBLIC Terminology Tab across the top of a page Clicking on a tab can take you to the home page a Case page or to the Charge Code Page Charge Code Cases page The tab used to create a new inquiry or a settlement dispute each having its own unique identifying number Views are filters that display only certain records for the view criteria You can select from pre defined views Ss Horne ase Charge Code My Profile Logout select the cases you want to view from the drape Views are broken out in All Cases IMS Cases and SDS Cases Log a case for customer view support All Cases Portal All of My Cases Portal gt View cases All of My Closed Cases Portal ma ee All af My Open Cases Portal Caj IMS All Cases Portal Mitact Hame Status M5 All Closed Cases Portal OOO IMS All Open Cases Portal A Trainera Peen o IMs hly Cases Portal Student Validation at IMS My Closed Cases Portal Trainers R IMS My
26. s onse Number SCID Trade Date Code Charge Code Name Aani Status Date S601 502 11 02 2008 44 91 RealTime Instructed Imbalan 3500 WIP 56157 i502 10 01 2009 1001 Black Start Energy Payment 100 New The CIDI button on the previous page takes you to the CIDI application However the individual portlets are also displayed in the center of the MPP page by scrolling down below Market Operations EA CSIA CS LCollins v1 Page 9 of 33 CAISO PUBLIC Customer Inquiry Dispute Page From the California ISO Market Participant Portal page the CIDI application is available through either the CIDI link on the left or Home Page Click the CIDI link to gain access to the CIDI application The Home page is where you can create a New Case view system notices or search for existing cases m Cases Charge Code e New case entry link N Nt Profile Logout This section will be used to communicate non official information that is relevant to a broad spectrum of Market Participants The exact process and content is being defined Monday 15 Mar 2010 WebCONF Spring Release Market Simulation 00 Pi Zig A WebCONF Non Generator Resources in Ancillary Services Market 400 AM 4200 Fit Log a case for customer support View eases This is an example how the ISO will communicate ea aes information affecting a broad spectrum of Market a pi al ES OTS Participants This could be used to reduce the number MTG Market Pe
27. t GLEN Closed OASIS Oasis 2 1 2010 33733 Caroline Missin M S iil E Back Arrow Go Back to List If you use the back button on your browser it will take you back to the exact same view as you were in before you opened the case If you use the Back to List Cases link you move back to the default screen and must push the Go button to return to the same view in the drop down window screen as you were at before you opened the case All Cases Portal Go EA CSIA CS LCollins v1 Page 30 of 33 CAISO PUBLIC Cloning a Case CIDI offers you an ability to clone an existing Inquiry case using the data and information already entered into the system 1 Select an existing open case a case not in the closed status 2 Click the Clone button Status is in Resolved and pending validation does not equal Closed Edit Clone Provide Client Response Accept Decline Resolution Case Number 00030178 SCID Account Owner Automated Power Exchange Inc 4PX1 Type IMS Status Resolved Pending Validation Responsible Owner Loretta Barnard SCID APX1ITST BA_ID Follow up Date Subject CRM BROO24 18_SDS_Dispute is in New Status for More Than 3 Business Days Description CRM BRQ024 18_SDS_Dispute is in New Status for More Than 3 Business Days Resolution CRM BRQO24 168_SDS_Dispute is in New Status for More Than 3 Business Days Category Other Resource ID Trade Date Trade Hours
28. ter mination Reason AITITE Amount Flacehalder Approwed Neo Adjustment Publication Date Flacehalder Expiration Contact Hame Mame Contact Email nameteiriail corn Contact Phone DateTime Opened 2052009 1 00 Ahl DateTime Closed Crested By User Mame 27 f05 2009 1 00 4M Last Modified By UserName 09 04 2010 11 24 PM Subject Settlement Dispute Mo records to display The fields are slightly different from the IMS cases to the SDS cases Be sure to take note of the case type IMS or SDS EA CSIA CS LCollins v1 CAISO PUBLIC Page 32 of 33 Client Customer Responses There are three kinds of client responses to an inquiry case providing a generic response accepting a resolution or declining a resolution e Case status Awaiting Client Response case is needing more information to assist ISO in finding a response o Press the Provide Client Response Button e Case status Pending Validation case needs validation o Accept or Decline with comments the Resolution In this example the status is Pending Validation Back to List Cases Edit Clone Provide Client Response Accept Decline Resolution Case Number 00030178 SCID Account Owner Automated Power Exchange Inc A amp P x1 Type IMIS Status Resolved Pending Validation Responsible Owner Loretta Barnard SCID APMITST Follow up Date BA IO Suhi ert CRM AR TAS 15 SDS Misr iz in Meie Stati for hiore Than 3 Furzinazz Daws Edit Clone Provide Client
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