|Oracle iStore Implementation and Administration Guide|
Part Number E13575-08
This chapter covers the following topics:
This chapter describes the integration of Oracle iStore with Oracle Workflow to provide e-mail notifications of Customer UI events and Site Administration business reports.
Business processes today involve getting many types of information to multiple people according to rules that are constantly changing. An integral part of Oracle Applications, Oracle Workflow lets you automate and continuously improve business processes, routing information of any type to people both inside and outside your enterprise according to business rules that you can easily change. Oracle Workflow does this by enabling e-mail notifications based on business event triggers.
For more information on Oracle Workflow, see the Oracle Workflow Guide.
Oracle iStore provides seeded workflows in which there are predefined notifications and notification messages. In Oracle Workflow, the workflow that contains Oracle iStore notification workflows is the iStore Alert Workflow (IBEALERT).
Oracle iStore supports sending Oracle Workflow e-mail notifications in HTML and text formats, and seeds the message text for the seeded text format messages. Merchants can enable the HTML notifications at the workflow level based on their business requirements. In the Site Administration UI, merchants can select the HTML messages retrieved from Workflow, and map these to organization, user type, or site.
The notification e-mail messages are sent to users based on various events, including:
Login assistance requested
Orders placed, cancelled, or returned
Shared shopping cart actions
Sales assistance requested
Notifications can be triggered by a site user (e.g., registration) or by the application itself (e.g., when an update message is scheduled for delivery). The e-mail messages include attributes (also called tokens) that are dynamically replaced with user-specific values -- such as the user's name -- when an e-mail is sent.
Notification events and messages are stored in Oracle Workflow data tables.
You can choose to use only the seeded messages for notifications. You can also create new messages using Oracle Workflow Builder. See the section, "Customizing Oracle iStore-Oracle Workflow Integration", below, for more information.
After you have the messages that you need, you can use the default configurations of ALL users, ALL sites, and ALL organization, or you can select messages for notification events based on site, organization, or user type combinations, using the Oracle iStore Site Administration UI. See the section, "Mapping New Notification Configurations", for details.
The business flow of a typical notification event is:
Notification event occurs. (e.g., a user registers or requests to share a cart).
Oracle iStore selects the message for the notification, in some cases based on the recipient's organization and user type. (These are configurable parameters -- see the section, "Mapping New Notification Configurations", below.)
Oracle Workflow parses the message.
Oracle Workflow enters dynamic content into e-mail.
Oracle Workflow sends the message to the e-mail address of the user(s) involved in the event.
Note: Users must have a valid e-mail address stored in their registration data for the e-mail notifications to reach them.
Oracle iStore comes with seeded (supplied) Oracle Workflow notification events and messages. These are described below.
Following are the order-related notification events:
Order Confirmation - Normal
Order Confirmation - Next steps for faxed orders
Orders Not Booked Notification
Return Order Confirmation
Return Order Approval Notification
Return Order Rejection Notification
Following are the cart/quote sharing-related notification events:
Generic Notification for Shared Carts
Shared Cart Notification
Shared Quote Notification
Change Access Level by Cart Owner
Change Access Level by Quote Owner
Remove Cart Access by Recipient
Remove Quote Access by Recipient
Stop Sharing by Cart Owner
Stop Sharing by Quote Owner
Following are the sales assistance-related notification events:
Sales Assistance Request - To Sales Representatives
Sales Assistance Request - To Users
Following are the user management-related notification events:
See also: "Other Supported Notification Events for User Management"
Following are the contracts-related notification events:
Contract Negotiations Request - Approval
Contract Negotiations Request - Cancellation
Contract Negotiations Request - Disapproval
Contract Negotiations Request - To Users
Contract Negotiations Request - To Sales Representatives
The following table describes the seeded Oracle iStore notification events. The table also lists their triggers and seeded recipients.
|Notification Events Related to Orders|
|Order Confirmation - Normal||Confirms a normal order||User who places the order||User places an order in a web specialty site.|
|Order Confirmation - Next steps for faxed orders||Explains the remaining steps for order submission||User who places the order||User places an order and chooses to fax a credit card or purchase order as payment.|
|Orders Not Booked Notification||Announces that an order has not been booked.||Order administrator (profile option IBE: Default Order Admin to Send Workflow Notification.)||User's order is not booked.|
|Cancel Order||Confirms cancelled order||User who cancels order||User cancels order using the web specialty site.|
|Return Order Confirmation||Confirms submitted return||User who submits return order request||User submits return order|
|Return Order Approval Notification||Notifies of approved return. You can customize the message content to specify the return location where the company would like the return items to be shipped by the end customer.||User who submits return order request||User submits return order and it is approved|
|Return Order Rejection Notification||Notifies of rejected return||User who submits return order request||User submits return order and it is rejected.|
|Notification Events Related to Shared Shopping Carts|
|Generic Notification for Shared Carts||Notifies existing members (whose role did not get updated) and the owner (unless the owner initiated the action); contains a URL which takes members to shared cart||All existing members specified during sharing (Notify checkbox checked for these members)|
Owner or administrator, when requesting sales assistance
Owner receives this notification when someone other than him (an administrator) requests sales assistance
|User shares a cart or adds new members to an existing shared cart; or when owner or administrator requests sales assistance|
|Shared Cart Notification||Confirms new shared cart (or re-shared cart) event and explains how to access shared cart||Shared cart members (contains two messages -- one for B2B users, one for B2C users)|
Owner gets Generic Notification when an administrator re-shares a cart
|User shares a cart; or, a user re-shares a cart|
|Shared Quote Notification||Confirms shared (or re-shared) quote event and explains how to access shared quote||Shared quote members (contains two messages -- one for B2B users, one for B2C users)|
Owner gets Generic Notification when an administrator re-shares a quote
|User shares a quote; or, a user re-shares a quote|
|Change Access Level by Cart Owner||Notifies users about access level changes||Shared cart members whose roles have changed|
Members get a Generic Notification if their access level is not changed
Owner gets Generic Notification when an administrator changes the access level of members
|Shared cart owner/administrator changes access level of member|
|Change Access Level by Quote Owner||Notifies users about access level changes||Shared quote members whose role has changed||Shared quote owner/administrator changes access level of member|
|Remove Cart Access by Recipient||Notifies users about shared cart status||Shared cart owner (members receive Generic Notification)||Shared cart recipient removes his own access to a shared cart|
|Remove Quote Access by Recipient||Notifies users about shared quote status||Shared quote owner (members receive Generic Notification)||Shared quote recipient removes his own access to a shared quote.|
|Stop Sharing by Cart Owner||Notifies users that a shared cart has been un-shared by the owner or administrator||Shared cart recipients||Shared cart owner /administrator stops sharing a shared cart.|
|Stop Sharing by Quote Owner||Notifies users that a shared quote has been un-shared by the owner or administrator||Shared quote recipients||Shared quote owner /administrator stops sharing a shared quote.|
|Notification Events Related to Sales Assistance|
|Sales Assistance Request - To Sales Representatives||Describes a request for sales assistance||For shopping carts: The sales representative specified in the quote header's resource ID|
For published quotes: The sales representative who is the quote's primary sales agent.
|User requests sales assistance.|
|Sales Assistance Request - To Users||Acknowledges a request for sales assistance||User||User requests sales assistance.|
|Notification Events Related to Users and Registration|
|User Registration||Welcomes a newly registered user after approval||User; contains several messages:
Note that the notifications Online Access to Existing Account functionality display as "Individual Partial" and "Business Partial" in the Site Administration UI.
|B2C user registers, B2B regular user registers and is approved, B2B primary user registers|
|Forget Login||Tells user his username and password||User||Registered user requests login information.|
|Notification Events Related to Contracts|
|Contract Negotiations Request - Disapproval||Announces rejection of a contract terms change request||Contract sales representative for the user's operating unit||Contract administrator rejects user's request for changes in contract terms.|
|Contract Negotiations Request - To Sales Representatives||Describes a request for changes to contract terms||Contract sales representative for the user's operating unit||User requests changes in contract terms.|
|Contract Negotiations Request - Approval||Announces approval of a contract terms change request||User|
Contract sales representative for the user's operating unit
|Contract administrator approves user's request for changes in contract terms.|
|Contract Negotiations Request - Cancellation||Announces cancellation of contract negotiations||User|
Contract sales representative for the user's operating unit
|Contract administrator cancels contract that was created when a user requested changes in contract terms.|
|Contract Negotiations Request - To Users||Acknowledges a request for changes to contract terms||User||User requests changes in contract terms.|
The following notifications events which use Oracle CRM user management workflows are supported when users register through Oracle iStore:
Notify Users of Pending Approval
Notify Users of Approval
Request of enrollment approval
Request of registration approval
Remind of user type approval request
Remind of enrollment request
See the section, "Oracle iStore Seeded Notifications", for the user management notifications owned by Oracle iStore. See theOracle CRM System Administrator's Guide for information about Oracle CRM user management notifications.
The following table shows the e-mail notification sent based on which user type the user selects during registration. For more information on user types, see the chapter, Implementing User Management.
|Registration Type||iStore Welcome Notification||JTF Welcome Notification||JTF Approval Pending Request Notification to Approvers||JTF Registration Approved Notification||JTF Registration Rejected Notification|
|iStore/Partner Management Registration||Yes||No||Yes||Yes||Yes|
|iStore/Partner Management Partial Registration||Yes; but without password||No||Yes||Yes||Yes|
|iSupport Registration (where, app_id parameter is provided)||No||Yes||Yes||Yes||Yes|
This chapter is limited to information specific to implementing Oracle iStore's Oracle Workflow notification events. For further details, please refer to the Oracle Workflow Guide.
Limited information about customizing notifications is also presented here, in the section, "Customizing Oracle iStore-Oracle Workflow Integration".
In addition to the Oracle-Workflow-specific setups documented in the Oracle Workflow Guide, you must set the profile option, HZ: Raise API Events (previously named HZ: Execute API Callouts), to Only Granular (V2) Events Enabled, in order to synchronize Oracle TCA data with Oracle Workflow user data. If this profile is not enabled, Workflow will not have required user details, and notifications -- even though generated -- will not be sent. See the Oracle TCA documentation for additional details.
This section contains optional steps to activate the Oracle Workflow integration with Oracle iStore.
To specify a default username to receive a notification each time an error occurs during the ordering process, set the profile option, IBE: Default Order Admin to Send Workflow Notification. See the "Profile Options" appendix for more information.
Several Oracle iStore notifications are sent to sales representatives and contract sales representatives. If you are integrating with the Oracle applications whose users are primarily sales representatives -- including Oracle Sales Contracts, Oracle Sales Online, and Oracle Quoting -- you must specify the sales representatives and contract sales representatives who receive notifications. Refer to the specific product documentation for further details. See the chapter, Implementing Customer Assistance, for information about this business flow.
Oracle iStore ships with the seeded notification events described in earlier in this chapter. For any notification event, if you have not set up a message for a specific site, organization, or user type, Oracle iStore uses the default message, mapped to ALL sites, organizations, or user types.
When mapping new configurations, three parameters can be used to determine the mapping:
Site: The list of values for Site includes all sites in your implementation.
Organization: The organization is determined by the setting of the profile option MO: Operating Unit at the responsibility level to a username. See the chapter, Implementing Globalization and Multi-Org Architecture, for more information.
User type: The user type is determined during registration by the Oracle user management framework. Default values are:
Register as individual (B2C Individual User)
Register your organization (primary B2B user)
Register as a user of an existing company (regular B2B user)
If integrating with Oracle Partner Management, you must set up the user types: Register as a partner and Register as a user of an existing partner. See the chapters, Integrating Oracle iStore with Oracle Partner Management, and Implementing User Management, for details.
If you wish to send different e-mail text for B2C, B2B and partner party-types, but, the same e-mail notification text regardless of whether the user is a Primary user, regular B2B user or Online Access to Existing Account user, you can map the same message to the IBE_PRIMARY/IBE_BUSINESS/IBE_PARTIAL_BUSINESS user types. Additionally, if you wish to send different notifications for B2B Primary and B2B regular users, you may map the message for both IBE_BUSINESS and IBE_PARTIAL_BUSINESS user types, but use a different message for IBE_PRIMARY.
Important: Oracle iStore does not allow customization of notification events. Customers can only customize the notification messages. See the Oracle Workflow Guide for details.
The following table shows sample message configurations for the notification Order Confirmation - Normal.
|All||All||Message 1 (default)|
|All||Register as a user of an existing company||Message 2|
|Organization A||All||Message 3|
|Organization A||Register as individual||Message 4|
When Oracle iStore sends a notification, it chooses the message with the parameters that match the user's data most closely, or it selects the default configuration.
For example, with the message configuration listed in the table above, an individual user who places an order against Organization A receives Message 4, not Message 1 or Message 3.
If more than one message applies to the user, the user's organization takes precedence over the user type. For example, with the message configuration listed in the preceding table a business user who places an order against Organization A receives Message 3, not Message 2.
Organization, user type, and site are not relevant to certain notifications. In such cases:
You cannot map notification configurations for organization, user type, or site.
Pull-down menus from which you would normally choose organization or user type display as read-only fields.
Oracle iStore Notification Events Configurable Parameters
The following table shows the notification events and their configurable parameters.
|Notification Event||Site||Org.||User Type|
|Change Access Level by Cart Owner||Yes||Yes||Yes|
|Change Access Level by Quote Owner||Yes||Yes||Yes|
|Contract Negotiations Request - Approval||No||Yes||Yes|
|Contract Negotiations Request - Cancellation||No||Yes||Yes|
|Contract Negotiations Request - Disapproval||No||Yes||No|
|Contract Negotiations Request - To Sales Representatives||No||Yes||No|
|Contract Negotiations Request - To Users||No||Yes||Yes|
|Order Confirmation - Next steps for faxed orders||No||Yes||Yes|
|Order Confirmation - Normal||No||Yes||Yes|
|Orders Not Booked Notification||No||No||No|
|Remove Cart Access by Recipient||Yes||Yes||Yes|
|Remove Quote Access by Recipient||Yes||Yes||Yes|
|Reports - iStore Historical Summary||No||No||No|
|Reports - iStore Top Orders||No||No||No|
|Return Order Confirmation||Yes||Yes||Yes|
|Return Order Approval||No||Yes||Yes|
|Return Order Rejection||No||Yes||Yes|
|Sales Assistance Request - To Sales Representatives||No||Yes||No|
|Sales Assistance Request - To Users||No||Yes||Yes|
|Share Cart Notification||Yes||Yes||Yes|
|Share Quote Notification||Yes||Yes||Yes|
|Stop Sharing by Cart Owner||Yes||Yes||Yes|
|Stop Sharing by Quote Owner||Yes||Yes||Yes|
Use the following procedure to add message configurations for notification events according to site, organization, or user type. For a list of seeded notification events, see the section, "Oracle iStore Seeded Notifications".
Perform the required tasks in the section, "Setting up Oracle iStore to Use Workflow Notifications - Required Steps", above.
Log in to the Site Administration UI. In the Advanced tab, select the Notifications subtab. The Notification Events page opens with a list of existing Notification Events.
Select the Details icon for the notification event that you want to modify or copy. The Notification Event Details page opens, displaying the default, seeded configuration for this notification event and any other configurations that have been created.
Optionally, you can remove non-seeded notification configurations
Optionally, you can disable/enable a configuration by selecting the notification configuration and selecting the Enable or Disable button.
In the Notification Event Details page, select Add Notification Event. In the Add Configuration page, use the lists-of-values to map the notification event at the desired level. The LOVs will only be updateable if the notification event can be mapped at that level.
You can choose to use only the seeded messages for Oracle iStore notifications. If you want to create additional messages, you can use the planning steps below to assist you:
Decide the number of organizations that you will have.
Decide what the content of the default messages, if any, should be.
Decide exactly what combinations of organizations and user types need messages that are different from the defaults.
Decide what the content of the non-default messages should be.
If you are upgrading Oracle iStore and have customized Workflow messages, then you must do the following:
Back up any necessary customized messages and remove the access locks from the messages and items of the Oracle iStore-related Oracle Workflow definition, so that the upgrade can overwrite the Oracle Workflow definition. See the chapter, Diagnostics and Troubleshooting, for details.
Use Oracle Workflow Builder to create and edit messages for Oracle iStore notifications. The Oracle Workflow item type iStore Alerts Workflow (IBEALERT), in the data store file IBENOTIF.wft, contains all Oracle iStore notifications and their messages and attributes, except for the notifications Summary Report and Top N Orders Report. The item type iStore Alert Reports (IBEECRRP), in the data store file IBEVWFR.wft, contains the notifications Historical Summary Report and Top N Orders Report.
Note: Do not modify the seeded messages. Changes to the seeded messages will be overwritten when you apply patches. Instead, copy the seeded messages into new messages, then modify the new messages.
Each message is associated to an internal name and is linked to an Oracle iStore notification event. The following table lists the message prefix for each notification event. See the section, "Oracle iStore Seeded Notifications", above, for descriptions of the notification events.
|Notification Event||Message Template Name|
|Change Access Level by Cart Owner||CHANGEACCESSLEVEL|
|Change Access Level by Quote Owner||CHANGEACCESSLEVEL_QUOTE|
|Contract Negotiations Request - Approval||TERMAPPROVEDNOTIF|
|Contract Negotiations Request - Cancellation||TERMCANCELLEDNOTIF|
|Contract Negotiations Request - Disapproval||TERMREJECTEDNOTIF|
|Contract Negotiations Request - To Sales Representatives||SALESQUOTENOTIFICATION|
|Contract Negotiations Request - To Users||CUSTQUOTENOTIFICATION|
|Order Confirmation - Next steps for faxed orders||ORDFAXNOTIFICATION|
|Order Confirmation - Normal||ORDCONFNOTIFICATION|
|Orders Not Booked Notification||ORDNOTBOOKEDNOTIFICATION|
|Remove Cart Access by Recipient||ENDWORK|
|Remove Quote Access by Recipient||ENDWORK_QUOTE|
|Reports - iStore Historical Summary||IBE_ECR_SUMM_ALERT|
|Reports - iStore Top Orders||IBE_ECR_TOPORD_ALERT|
|Return Order Confirmation - B2B user||IBE_RETURNORDERCONF_B2B|
|Return Order Confirmation - B2C user||IBE_RETURNORDERCONF|
|Return Order Approval||IBE_RETURNORDERAPPROVED|
|Return Order Rejection||IBE_RETURNORDERREJECT|
|Sales Assistance Request - To Sales Representatives||SALESASSISTNOTIFICATION|
|Sales Assistance Request - To Users||CUSTASSISTNOTIFICATION|
|Share Cart Notification||SHARECARTNOTIF|
|Share Quote Notification||SHAREQUOTENOTIF|
|Stop Sharing by Cart Owner||STOPWORKING|
|Stop Sharing by Quote Owner||STOPWORKING_QUOTE|
Oracle Workflow replaces attributes in messages dynamically with user-specific values when it sends a notification. The following table lists the iStore Alerts Workflow attributes.
|Display Name||Internal Name||Description||Type|
|First Name||FIRSTNAME||User's first name||Text|
|Last Name||LASTNAME||User's last name||Text|
|Login Name||LOGINNAME||User's login name||Text|
|Email Address||EMAILADDRESS||User's e-mail address||Text|
|Event Type||EVENTTYPE||Notification event type||Text|
|Send To||SENDTO||Recipient's e-mail address||Text|
|Quote Id||QUOTEID||Quote ID||Number|
|Quote Name||QUOTENAME||Quote name||Text|
|Quote Detail with tax||QUOTEDETAILWITHTAX||Quote detail with tax information||Document|
|Quote detail without tax||QUOTEDETAILWOUTTAX||For quote line details with tax info||Document|
|Contract Number||CONTRACTNO||Contract number||Number|
|Order Detail||ORDERDETAIL||Order detail||Document|
|Order Detail without tax||ORDERDETAILWOUTTAX||Order detail without tax||Document|
|Order Detail with tax||ORDERDETAILWTAX||For order detail with line level tax info||Document|
|Order Header||ORDERHEADER||Order header||Document|
|Order Footer||ORDERFOOTER||Order footer||Document|
|Error Message||ERRMSG||Error message||Text|
|Order Header ID||ORDERID||Order header ID||Number|
|Item Key||ITEMKEY||Item key||Text|
|Quote Number||QUOTENUM||Quote number||Number|
|Cart Version||QUOTEVER||Cart version/quote version||Number|
|URL||URL||URL (e.g., a shared cart link)||Text|
|Sharee Number||SHNUM||Shared cart recipient number||Text|
|Message Name||MESSAGE||Message name||Text|
|Requester Name||REQ_NAME||Requester name||Text|
|Requester First Name||REQ_F_NAME||Requester first name||Text|
|Requester Last Name||REQ_L_NAME||Requester last name||Text|
|Person Title||PERSON_TITLE||Person title||Text|
|Contact Phone||CONTACTPHONE||Contact phone||Text|
|Cart Name||CARTNAME||Cart name||Text|
|Cart Date||CARTDATE||Cart date||Text|
|Ship Method||SHIPMETHOD||Ship method||Text|
|Ship-to Name||SHIPTONAME||Ship-to name||Text|
|Ship-to Address||SHIPTOADDRESS||Ship-to address||Text|
|Specialty Store Name||MSITENAME||Specialty site name||Text|
|Reason||REASON||Reason code for sales assistance request||Text|
|Order Number||ORDERNUMBER||Order number||Text|
|Contact Name||CONTACTNAME||Contact name||Text|
|Context Message||CONTEXT_MESSAGE||Context Message||Text|
|Access Level||ACCESSLEVEL||Access Level||Text|
|Old Access Level||OLDACCESSLEVEL||Old Access Level||Text|
|Update Message||UPDATEMSG||Update Message||Text|
|Retrieve Message||RETRIEVEMSG||Retrieve Message||Text|
|Order Detail Header||ORDERDTLHEADER||Order Detail Header||Document|
|Permission to view net price||VIEWNETPRICE||Permission to view net price||Text|
|Store User Type||STOREUSERTYPE||Store User Type||Text|
The item type iStore Alert Reports has a different set of attributes, listed in the following table.
|Display Name||Internal Name||Description||Type|
|Report Frequency||FREQUENCY||Report frequency, e.g., DAY, MONTH||Text|
|Report Scale||SCALE||Report amount scale||Number|
|Currency Code||CURRENCY||Currency code||Text|
|Number of Rows||NUMROW||Number of rows||Number|
|Report Subject||REPORT_SUBJECT||Report subject||Text|
|Document Identifier||DOCUMENTID||Document identifier||Text|
|Report Body||REPORT_BODY||Report body||Text|
|Bin Refresh Date||BIN_DATE||Bin refresh end date||Text|
|Table of Contents||TOC||Table Of Contents||Document|
|Request Server||REQ_SERVER||Request Server URL||Document|
|Style Sheet||STYLE_SHEET||Style Sheet for Alert Reports||Document|
|Day Reports||REPORT_DAY_BODY||Day Reports||Document|
|iStore Shopping Cart Summary||IBE_ECR_BIN_SUMM_CARTS||iStore Shopping Cart Summary||Document|
|Global Week Detail Reports||REPORT_WEEK_BODY||Global Week Detail Reports||Document|
|Global Month Detail Reports||REPORT_MONTH_BODY||Global Month Detail Reports||Document|
|Global Quarter Detail Reports||REPORT_QUARTER_BODY||Global Quarter Detail Reports||Document|
|Global Year Detail Reports||REPORT_YEAR_BODY||Global Year Detail Reports||Document|
Use the following procedure to create customized Oracle Workflow messages for the Oracle iStore notifications.
Create a new message using Oracle Workflow Builder, and name it with the appropriate prefix for the notification event, as listed in above table.
Copy the message attributes from the seeded message for the notification event to the new message.
Modify the message text as necessary.
Restart the Java Virtual Machine (JVM) to refresh the cache objects.
You can now map this message to its notification by organization and user type. See the section, "Mapping New Notification Configurations", above, for more information.
See Oracle Workflow Guide for more information on working with messages.
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