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Oracle Service Fulfillment Manager Concepts and Procedures
Release 12.1
Part Number E14581-03
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Oracle Service Fulfillment Manager Concepts and Procedures

Contents

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Preface

Understanding Oracle Service Fulfillment Manager

Overview of Oracle Service Fulfillment Manager
      The Benefits of Oracle Service Fulfillment Manager
      Features of Oracle Service Fulfillment Manager
Service Order Requests in Oracle Service Fulfillment Manager
      Capturing a Service Order Request
      Validating the Order
      Analyzing the Order
      Fulfilling the Order
      Completing the Order
      Managing Order Fallout
Why SFM Orders Fail
Ways to Resolve Failed Orders
System Notification Types
      Notification types
The Order Resubmission Utility
      Re-submitted Orders and Fulfillment Actions
      Re-submitted Orders and Notifications
The Event Manager
      Message Registration
      Inbound Messages
      Processing Logic
Queues in Oracle Service Fulfillment Manager
The Oracle Service Fulfillment Manager System Queues
      Order Pending Queue
      Order Ready Queue
      Work Item Queue
      FA Queue
      Wait for FE Channel Queue
      FE Ready Queue
The Queue Console
      State Information
      Process Information
      Entry Information
Understanding Network Adapters
      Adapter Usage
The Network Adapter Types
Adapter Commands
      Suspend
      Resume
      Disconnect
      Connect
      STOP
      Start Up
Adapter Modes
      Startup Mode
      Debug Mode
Network Adapter Management
      Adapter Commands
      Adapter Scheduling
The Connection Manager
Fulfillment Element Types in Oracle Service Fulfillment Manager
      Parts to a Fulfillment Element Type
      Type Attributes
      Fulfillment Element Type Attribute Default Values
Fulfillment Elements in Oracle Service Fulfillment Manager
      Definition Considerations
Understanding Services
      Service Versions
Work Items in Oracle Service Fulfillment Manager
      Work item Types
      Work Item Rules
Understanding Packages
Understanding Notifications
The Notifications Utility
Messaging in Oracle Service Fulfillment Manage
      Message functions
      Message Definition
      Message Queues
      Outbound Message Structure
Message Elements
      Message Elements
      Mandatory Elements
Message Processing Logic
      Processing Failure
Message Processing Logic - Guidelines
Timers in Oracle Provisioning
      Timer Definition
      Timer Categorization
Timer Usage in Oracle Provisioning
      Timer Types
      Timer Elements
      Timer Data
      Timer Testing
Using Timers in Workflow
Activity Timers in Oracle Service Fulfillment Manager
Process Timers in Oracle Service Fulfillment
Message Timers in Oracle Service Fulfillment
Workflow in Oracle Service Fulfillment Manager
      The Workflow Builder
Workflow Processing of a Service Order Request
      Steps Involved in Processing a Service Order Request
The Workflow Monitor
      Workflow Information Types
Understanding the Procedure Builder
      Procedure types

Using Oracle Service Fulfillment Manager

Managing Notifications
Viewing Notifications
      Prerequisites
      Steps
Adding Comments to a Notification Message
      Prerequisites
      Steps
Responding to a Notification Message
      Prerequisites
      Steps
Forwarding a Message Notification
      Prerequisites
      Steps
Resubmitting an Order
Creating a New Resubmission Job
      Prerequisites
      Steps
Verifying the Status of a Resubmission Job
      Prerequisites
      Steps
Managing the System Queues
Viewing Summary Information about Queues
      Prerequisites
      Steps
Finding an Order in the Queue
      Prerequisites
      Steps
Viewing Errors in a Queue
      Prerequisites
      Steps
Starting Up a Queue
      Prerequisites
      Steps
Shutting Down a Queue
      Prerequisites
      Steps
Suspending a Queue
      Prerequisites
      Steps
Resuming Queue Operation
      Prerequisites
      Steps
Viewing XML Messages
      Prerequisites
      Steps
Managing Network Connections
Monitoring Network Connections
      Prerequisites
      Steps
Defining a New Adapter
      Prerequisites
      Steps
Redefining an Adapter
      Prerequisites
      Steps
Scheduling an Adapter
      Prerequisites
      Steps
Deleting an Adapter
      Prerequisites
      Steps
Viewing Adapter Request Errors
      Prerequisites
      Steps
Issuing a Disconnect Request
      Prerequisites
      Steps
Issuing a Connect Request
      Prerequisites
      Steps
Issuing a Suspend Request
      Prerequisites
      Steps
Issuing a Resume Operation Request
      Prerequisites
      Steps
Managing Services
Configuring Services
      Prerequisites
      Steps
Defining a New Service
      Prerequisites
      Steps
Associating Actions with a Service
      Prerequisites
      Steps
Associating Work Items with Service Actions
      Prerequisites
      Steps
Editing an Existing Action
      Prerequisites
      Steps
Deleting a Service
      Prerequisites
      Steps
Managing Packages
Defining a New Service Package
      Prerequisites
      Steps
Associating Services with Packages
      Prerequisites
      Steps
Managing Work Items
Defining a New Work Item
      Prerequisites
      Steps
      Guidelines
Deleting a Work Item
      Prerequisites
      Steps
Defining a New Work Item Parameter
      Prerequisites
      Steps
Adding Parameters to a Work Item
      Prerequisites
      Steps
      Work Item Mode Guidelines
Associating Fulfillment Actions with Work Items
      Prerequisites
      Steps
Managing Fulfillment Actions
Configuring Fulfillment Actions
      Prerequisites
      Steps
Adding Parameters to a Fulfillment Action
      Prerequisites
      Steps
Associating a Fulfillment Procedure with a Fulfillment Action
      Prerequisites
      Steps
Modifying a Fulfillment Action Procedure
      Prerequisites
      Steps
Overview of Oracle Service Fulfillment Manager
Creating a New Procedure
      Prerequisites
      Steps
      Guidelines
Deleting an Existing Procedure
      Prerequisites
      Steps
Viewing Procedure Parameters
      Prerequisites
      Steps
Editing an Existing Procedure
      Prerequisites
      Steps
Managing Fulfillment Element Types
Defining a Fulfillment Element Type
      Prerequisites
      Steps
Deleting a Fulfillment Element Type
      Prerequisites
      Steps
Managing Fulfillment Elements
Defining a New Fulfillment Element
      Prerequisites
      Steps
Deleting a Fulfillment Element
      Prerequisites
      Steps
Modifying a Fulfillment Element Configuration
      Prerequisites
      Steps

Administering Oracle Service Fulfillment Manager

Workflow Procedure Guidelines
      Example Procedure Definition
      Compiling Procedures
The AOL Generic Loader
      Loader File Definitions
      References
Creating an Activity or Process Timer
Creating a Message Timer
Event Subscription
Setting Up Event Subscription
      Responding to an Event
      The Steps in Creating a Response to an Event
      Automatic Responses
Administering the Oracle Service Delivery Platform
Oracle SDP Start
Oracle SDP Stop
Service Fulfillment Manager Procedure Macros
      Send
      SEND_HTTP
      LOGIN
      RESPONSE_CONTAINS
      GET_RESPONSE
      GET_PARAM_VALUE
      NOTIFY_ERROR
Example Service Delivery Platform Procedures
      Example Service Fulfillment Manager Procedure
      Example Connect Procedure

Index