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Submitting an Order for Technical Service Qualification


During order capture, some services might require technical service qualification before those services can be offered to a customer. Which services require technical service qualification depends partly on the services your company offers, and partly on the business practices of your company.

Siebel CRM allows you to send an order to the fulfillment system to check whether or not the service is technically qualified before the order itself is submitted for fulfillment. The fulfillment system verifies whether that service is technically qualified to be available to that order or to that customer.

For example, a sales order containing an order line item to add DSL access might require a technical service qualification. In this case, before submitting the order for provisioning, you submit the order to the external provisioning system to check the technical availability of a DSL access service for the specified address.

To submit an order for technical service qualification, follow this procedure.

To submit an order for technical service qualification

  1. Follow the steps for creating an order as described in the chapter on asset-based ordering in Siebel Order Management Guide.
  2. Complete the fields of the order header, add order line items, and complete the fields of the order line items.

    For more information about completing the order and the order line items, see Processing a Sales Order Through Oracle Application Integration Architecture Integration.

  3. Do one of the following:
    • On the Sales Order screen, click the Catalog view tab, and then click TSQ in the order header.
    • On the Sales Order screen, click the Line Items view tab, click Menu in the order header, and choose TSQ.

      The order is submitted to the external fulfillment system for technical service qualification. The fulfillment system returns periodic updates. Your Siebel application displays the updates in the fields described in the table that follows.

      Field
      Comments

      Fulfillment Status

      This field appears in the order header and in the order line items.

      This field displays the status of the technical service qualification request. Possible values are as follows:

      • Pending TSQ. Technical service qualification is in progress.
      • Passed TSQ. The order has passed technical service qualification.
      • Failed TSQ. The order has failed technical service qualification.

      Status Context

      This field appears in the Sales Order screen, Line Items view, Line Details list.

      If the Fulfillment Status field of a line item acquires a value of Failed TSQ, then this field displays an explanation of why the line item failed technical service qualification. This information comes from Oracle Application Integration Architecture.

  4. Submit the order.

    For more information about submitting orders, see Processing a Sales Order Through Oracle Application Integration Architecture Integration.

    NOTE:  You can submit the order regardless of the Fulfillment Status value. In other words, you can submit the order whether or not the order has passed the technical service qualification.

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