This chapter covers the following topics:
From the Notification Inbox, you can take various actions to deal with workflow notification. For example, you can perform the following tasks:
To view the existing notification messages in the system, perform the following steps.
In the Navigator, choose Operations > Notifications
Click View Open to view only those notification messages that are currently open.
Click View All to view notification messages, regardless of status.
Select a notification from the list at the left.
The Notification Message Details window opens.
Close the window after viewing the information.
To add a comment to a notification message, perform the following steps.
The message must exist for this option to be available.
In the Navigator, choose Operations > Notifications
Select a notification from the list at the left.
Click View Details
The Notification Message Details window opens.
Click Add Comment to launch the Notification Comment window.
Enter your comments about the notification in the space provided.
Close the window. You are prompted to save your changes.
To respond to a notification message, perform the following steps. Responding to a notification changes its status from Open to Closed.
The status of the message must be Open for this option to be available.
In the Navigator, choose Operations > Notifications
Select a notification from the list at the left.
Click View Details
The Notification Message Details window opens.
Click Respond to launch the Notification Response window.
Select one of the following responses from the drop down menu.
Abort: Terminate the process and close the order.
Resolved: Ignore the reported causes of failure and continue processing the order.
Retry: Retry the execution of the failed order.
Click OK to close the window and initiate the action.
Note: The Close Notification response is available for all of the information types. The status of a notification stays Open until you respond to it.
To forward the notification to a third party, perform the following steps.
The status of the message must be Open for this option to be available.
In the Navigator, choose Operations > Notifications.
Select a notification from the list at the left.
Click View Details.
The Notification Message Details window opens.
Click Forward to launch the Notification Response window.
Select another user or group from the drop-down menu.
Click OK to close the window and reassign the message.
Note: When a notification is reassigned, it is marked as Closed.
You use the Resubmission Utility to re-run orders that have been previously submitted to the Service Delivery Platform Service Fulfillment Manager engine. This is useful, for example, if a network switch fails, or experiences service disruption that causes a Service Fulfillment Manager order to fail. The order, however, has not been lost by the system, and can be resubmitted when the unit becomes available.
For example, a particular fulfillment element fails at 3:02 a.m. on a particular date. It remains unavailable for service until 5:20 a.m. the same day. This fulfillment element was to be used to provision a number of orders during that span of time, but as it was unavailable, the orders failed to complete. After the fulfillment element (or its replacement) becomes available, it is necessary to resubmit all orders that were to be provisioned by that particular fulfillment element during the window of time from 3:02 to 5:20 a.m. The order information is not lost, and can be re-used to resubmit the original Service Fulfillment Manager orders.
You use the Resubmission Utility to perform the following tasks.
To re-submit all orders that were to be provisioned by a specific fulfillment element during a span of time (but were not provisioned), perform the following steps.
In the Navigator, choose Operations > Order Resubmission.
The Order Resubmission Jobs form window opens. Previously defined resubmission jobs display under Job ID (Fulfillment Element) at the left-hand side of the screen.
Click New.
The New Job Window opens. You use this window to create a new resubmission job that targets a specific fulfillment element during a specified time window.
Enter the name of the fulfillment element for which you wish to resubmit orders.
Chose a fulfillment element from the List of Values (LOVs).
Enter the exact date and time at which the fulfillment element became unavailable in the Outage Start Date field. And, if desired, enter the exact date and time that the fulfillment element became available again.
Enter the number of adapters that this affects in the No. of Adapter field.
Click Submit.
The job displays in the Job ID (Fulfillment Element) window. You can track the progress of order resubmission process through the Job ID.
Click Cancel to close this window.
To view the status or details of a resubmission job, perform the following steps.
In the Navigator, choose Operations > Order Resubmission.
The Order Resubmission Jobs form window opens. Previously defined resubmission jobs display under Job ID (Fulfillment Element) at the left-hand side of the screen.
Select the Job ID from the list at the left.
The pertinent information for the resubmission job displays.
Click Order List.
The Resubmitted Order Information window opens. This window displays information about each individual order.
Click Cancel to close the Resubmitted Order Information window.
Click Cancel to close the Order Resubmission Jobs window.
You perform a number of tasks with system queues. These include:
The Queue Console displays the following summary information about all of the system queues.
State (Enabled, Shutdown, Suspended)
Number of entries in the queue
Date that the last entry in the queue occurred
Number of dequeue processors that are registered
Number of processors that are currently running for the queue
To display this information, perform the following steps.
In the Navigator, choose Administration > Queue Console.
The Queue Console opens.
Select a queue from the list at the left.
The View Details button is enabled if there are entries in the queue, otherwise it is grayed out.
Click View Details to view additional information about the entries in a queue.
A window opens that displays the entries for the queue.
Close this window and return to the Queue Console by clicking the X in the upper right-hand corner of the window.
To search for an order that is currently in the queue, perform the following steps.
In the Navigator, choose Administration > Queue Console.
The Queue Console opens.
Select a queue from the list at the left.
The View Details button is enabled if there are entries in the queue, otherwise it is grayed out.
Click View Details.
A window opens that displays the entries for the queue.
(Optional) Select View > Query By Example > Enter from the View menu on the toolbar to find a specific order in the queue, or to find entries that match a search criteria.
(Optional) Enter the search criteria in the provided fields.
Select View > Query By Example > Run from the View menu on the toolbar.
If one, or more records are found that match the search criteria, then the information displays.
Select View > Query By Example > Cancel from the View menu on the toolbar to close the window and return to the Queue Console.
Note: If there are a large number of orders in the queue, this action may take several seconds to complete.
A queue becomes disabled if an error is detected while processing orders. You mange this problem by performing the following actions:
Viewing the cause of the error that caused this state to occur
Correcting the problem the caused the error to occur
Re-starting the queue
To view errors within a queue, perform the following steps.
The queue must be in Disabled mode for you to perform this operation.
In the Navigator, choose Administration > Queue Console.
Select a queue from the list at the left that is listed as Disabled.
The View Errors button is enabled if the queue is disabled.
Click Show Content.
Correct the problem.
Shutdown the queue.
See Shutting Down a Queue for details of this procedure, if necessary.
Start up the queue.
See Starting Up a Queue for details of this procedure, if necessary.
Note: Orders remain in the queue until the queue is shutdown and started again.
To start all processors of the queue, perform the following steps.
The queue must be in Shutdown mode for this option to be available.
In the Navigator, choose Administration > Queue Console.
Select a queue from the list at the left.
If the queue is in Shutdown mode, the Startup button is enabled.
Click Startup.
The Queue Status changes to Enabled.
To shut down all processors of the queue, perform the following steps.
The queue must be in either the Enabled or Disabled mode for this option to be available.
In the Navigator, choose Administration > Queue Console.
Select a queue from the list at the left.
Click Shutdown.
The Queue Status changes to Shutdown.
To suspend processing of orders in the queue, perform the following steps.
The queue must be in either the Enabled or Disabled mode for this option to be available.
In the Navigator, choose Administration > Queue Console.
Select a queue from the list at the left.
If the queue is in Enabled or Shutdown mode, the Suspend button is enabled.
Click Suspend.
The Queue Status changes to Disabled.
To resume processing orders in the queue, perform the following steps.
The queue must be in the Disabled mode for this option to be available.
In the Navigator, choose Administration > Queue Console.
Select a queue from the list at the left.
If the queue is in Disabled mode, the Resume button is enabled.
Click Resume.
The Queue Status changes to Enabled.
To view the XML content for a message that is currently in the queue, perform the following steps.
To view XML message content, you must select either the Outbound Messages queue, the Inbound Messages queue, or the Event queue, and you must have an XML-enabled browser available to display XML messages.
In the Navigator, choose Administration > Queue Console.
Select a queue from the list at the left.
The View Details button is enabled if there are entries in the queue, otherwise it is grayed out.
Click View Details.
A window opens that displays the entries for the queue.
Select a message from the list at the left.
Click View XML.If available, an XML-enabled browser window opens and displays the XML message.
You use the Connection Manager to manage all types of fulfillment elements and their network adapters. The Connection Manager is used to control network connections.
You perform the following tasks using the Connection Manager:
To view the network associated with a fulfillment element, perform the following steps.
In the Navigator, choose Administration > Connection Manager.
The Connection Manager opens.
Click Define and enter a filtering value if you wish to parse the list of fulfillment elements that display in the left-hand frame.
Conversely, click Reset to view all defined fulfillment elements.
Select a fulfillment element from the list.
Select the Adapters tab to view information about network adapters.
Select the adapter type to view from the Usage drop-down list. Your choices are:
All Types
Messaging
Order resubmission
Service Fulfillment Manager
Testing
Choose one of the following:
Chose the Adapters sub-tab to view information about the current status of an adapter.
Chose the Modes sub-tab to view information about Startup and Debug modes for an adapter.
Chose the Requests sub-tab to view to view information about how the adapter has been scheduled.
To close the form window, click the x in the right-hand corner of the form window.
To define a new adapter in the system, perform the following steps.
In the Navigator, choose Administration > Connection Manager.
Select the Adapters tab.
Click New... to open the Adapter Properties dialog box.
Enter a name for the new adapter.
Select a value from the Usage drop-down list.
Select a value from the Startup Mode drop-down list.
Select a value from the Debug Mode drop-down list of values.
Click OK to define the new adapter and close the dialog box.
The new adapter now displays in the list of adapters.
Warning: You can start a new adapter only if it does not exceed the maximum number of connections allowed (or configured) for that specific fulfillment element.
To edit an adapter definition, perform the following steps.
The Current Status field for the adapter must display Shutdown for this option to be available.
In the Navigator, choose Administration > Connection Manager.
Select the adapter from the list at the left.
Select the Adapters tab.
Click Edit.
The Adapter Properties dialog box displays.
Make changes as necessary.
Click OK to redefine the adapter and close the dialog box.
To schedule a request for an adapter, perform the following steps.
You can not schedule a request prior to the current date and time.
In the Navigator, choose Administration > Connection Manager.
elect the Adapters tab.
Click Schedule... to open the Adapter Request dialog box.
Chose a value from the Request Type drop-down list of values.
Chose a date and time for the request to execute the request. (If desired, open the Calendar function by clicking the [...] at the edge of the Date/Time field.)
To issue the request immediately, enter the current date and time.
To postpone the execution of the request, enter a future date.
Enter the period (in days) that the adapter request is to repeat by entering a value in the Repeat Every (days) field.
To schedule a request only once, leave this field blank.
Click OK to schedule the request and close the dialog box.
Note: To delete a scheduled request, select it and click Delete.
To delete an adapter from the system, perform the following steps.
The Current Status field for the adapter must display Shutdown for this option to be available.
In the Navigator, choose Administration > Connection Manager.
Select the adapter to delete from the list of adapters.
Click Delete.
The adapter no longer displays in the list of adapters.
If an adapter request causes an error condition, the Current Status field for that adapter displays Error.
To view details of the error condition, perform the following steps.
The Current Status field for that adapter must display Error for this option to be available.
In the Navigator, choose Administration > Connection Manager.
Select the adapter from the list of adapters at the left.
Select the Adapters tab.
Click Show Error.
The time the error message occurred and the text of the error message display.
Click OK to close the Error Message window.
To issue a disconnect request to an adapter, perform the following steps.
The Current Status field for that adapter must display Idle for this option to be available.
In the Navigator, choose Administration > Connection Manager.
Select the adapter from the list of adapters at the left.
Select the Adapters tab.
Click Disconnect.
The Current Status field for this adapter now displays Disconnected.
To issue a connect request to an adapter, perform the following steps.
The Current Status field for the adapter must display Disconnected for this option to be available.
In the Navigator, choose Administration > Connection Manager.
Select the adapter from the list of adapters at the left.
Select the Adapters tab.
Click Connect.
The Current Status field for this adapter now displays Idle.
To issue a suspend request to an adapter, perform the following steps.
The Current Status field must display Idle for this option to be available.
In the Navigator, choose Administration > Connection Manager.
Select the adapter from the list of adapters at the left.
Select the Adapters tab.
Click Suspend.
The Current Status field for this adapter now displays Suspended.
To issue a resume request to an adapter, perform the following steps.
The Current Status field must display Suspended for this option to be available.
In the Navigator, choose Administration > Connection Manager.
Select the adapter from the list of adapters at the left.
Select the Adapters tab.
Click Resume.
The Current Status field for this adapter now displays Idle.
You perform a number of tasks with services. These include:
For the steps and tasks associated with setting up a service, see Configuring Services for an overview of the processes involved.
The tasks necessary to configure a service are described in the following steps.
In configuring services, you must define all of the following items.
| Item | See |
|---|---|
| The details of the service (for example, version, description and activation dates) | Defining a New Service |
| The actions available for a specific service and version | Associating Actions with a Service |
| The work items used by the service actions | Associating Work Items with Service Actions |
Services are also referred to as products or service offerings. In each case, however, they represent services deployed by a service provider who delivers, activates, maintains and bills a subscriber for it.
To define a new service, perform the following steps.
In the Navigator, choose Setup > Service Definitions > Services.
Select the Details tab.
Click the New icon on the task bar.
This action causes a blank entry to display in the Services list at the left.
Enter a value for the Display Name.
This is the name of the service that is to display in the audit trail and during configuration.
Enter a value for the Internal Name.
This is the name for the service that is to be used internally by the system during Service Fulfillment Manager.
Enter a version number.
Check the Provision this Service box.
If you check this box, then you can submit an order against the service.
If you do not check this box, then the configuration of this service is still in progress, and an order can not be submitted against the service.
Enter a short description in the Description field.
Enter the effective date for this service to become active.
Enter the effective date for this service to become inactive.
Enter a value for Responsibility.
This sets who is responsible to maintain this information.
Close the window.
You are prompted to save your changes.
To complete the definition, you need to associate an action with this service.
An action is an operation performed on a service, product, and package. It instructs the Service Delivery Platform to internally call pre-defined sets of activities, rules, or data.
For every service that you define, you need to assign an action for Service Fulfillment Manager that desired service. A service combined with an action creates the definition of an order line item.
You can repeat an action across various services, however, this action may not necessarily be valid across all fulfillment elements.
To create a new service action, perform the following steps.
Note: It is possible to associate multiple actions with a single service.
You must define a service before associating actions with it. (You may also reuse an existing service.) See Defining a New Service for details.
In the Navigator, choose Setup > Service Definitions > Services.
Select the Actions tab.
If you do not see the name of the desired action in the Available box, enter the name of the action in the Filter field and click the Find icon to search for it.
If the action is not defined yet, click Define Actions to open the Define Actions window and then add it.
Use the arrow buttons to move your choice from the Available Actions list to the Selected Actions list.
Enter a value for the Start Date.
This is the date at which this action becomes available to the service.
Enter a value for the End Date.
This is the date at which this action becomes unavailable.
Enter a Description for this action.
Enter a name for the Work Item Mapping Procedure.
If necessary, click the Add/Edit Procedure icon to launch the procedure builder and define a new procedure. See Using the Procedure Builder for details of this process.
To associate a work item with a service action, perform the following steps.
Each service action can have one or more work items defined for it. However, there must be at least one work item for any available service action.
In the Navigator, choose Setup > Service Definitions > Services.
Select a service from the list at the left.
Select the Work Items for Action tab.
Select an action from the drop down list of available actions associated with this service.
If you do not see the action that you desire, you need to select the Actions tab and add the desired action to the list of Selected Actions.
Select a work item from the Available Work Items list.
If you do not see the name of the desired work item in the Available box, enter the name of the work item in the Filter field and click the Find icon to search for it.
If the work item is not defined, click Define Work Items to open the Define Work Items window and then add it. See Defining a New Work Item for details, if necessary.
Use the arrow buttons to move your choice from the Available Work Items list to the Selected Work Items list.
Enter a Service Fulfillment Manager Sequence numb er for each item in the Selected Work Items list.
Fulfillment actions marked with a 1 have no dependencies on other fulfillment actions and are processed in parallel with all other fulfillment actions marked 1.
Fulfillment actions marked with a 2 have a dependency on another fulfillment action, and are processed after all fulfillment actions marked with a 1 are processed.
Enter a descriptive comment in the Details of a Selected Work Item field, if desired.
Repeat steps 4 through 8 as many times as necessary.
Close the window.
You are prompted to save your changes. to save and exit.
To edit an existing service action, perform the following steps.
In the Navigator, choose Setup > Service Definitions > Services.
Select the Action tab.
Click Define Actions.
Select an existing action from list.
Modify the action parameters as desired.
Close the window.
You are prompted to save your changes.
To delete a service, perform the following steps.
You can not delete a service if either the following conditions is true:
If the allowable actions on the service have previously been defined.
If orders have been running for that service.
In the Navigator, choose Setup > Service Definitions > Services.
Select a service from the list at the left.
Click Delete.
The service disappears from the list.
Close the window.
You are prompted to save your changes.
You perform several different tasks with service packages. These include:
To create a new package of services, perform the following steps.
In the Navigator, choose Setup > Service Definitions > Packages.
Select the Details tab.
Enter a value for the Display name.
This is the name of the package that is to display in the audit trail and during configuration.
Enter a value for the Internal name.
The system stores this name in its database to identify the package. (Use underscores rather than blanks in the package name.)
Enter a value for the Description.
Enter a value for the Start Date.
This is the date at which this package becomes available.
Enter a value for the End Date.
This is the date at which this package becomes unavailable.
Close the window.
You are prompted to save your changes.
To associate a service with a package, perform the following steps.
You must define the service package before you add services to it. See Defining a New Service Package.
In the Navigator, choose Setup > Service Definitions > Services.
Select the Services tab.
Select a service from the Available Services list.
If you do not see the name of the desired service in the Available box, enter its name in the Filter field and click the Find icon to search for it.
If the service is not defined yet, click Define Services and then add it. See Defining a New Service.
Use the arrow buttons to move your choice from the Available list to the Selected list.
Enter an Activation Sequence value for each service listed under Selected Services.
This value determines the order in which the listed services are activated.
Check Service Fulfillment Manager Required if this service is to be provisioned by the Service Delivery Platform.
If you check this box, then the service is provisioned through the Service Delivery Platform
If you do not check this box, then the service is defined within the Service Delivery Platform Configurator, but is not necessarily activated through the Service Delivery Platform.
This feature enables Service Providers to implement the identical service name among different Service Fulfillment Manager medium without conflict.
Enter a comment in the Comment field, if desired.
Close the window.
You are prompted to save your changes.
You perform a number of tasks with work items. These include:
To define a new work item, perform the following steps.
If you plan to associate a workflow with this work item, then you must create the workflow before you create the work item.
In the Navigator, choose Setup > Service Definitions > Work Items.
Click the New icon on the toolbar.
This action causes a blank Details window to display.
Enter the Display name.
System screens display this name for the work item.
Enter an Internal name.
The system stores this name for the work item in its database.
Enter the Version.
The Service Delivery Platform allows multiple versions of a work item.
Enter the Duration.
The work item stays active for this length of time.
Enter a Description for this work item.
Enter the Begin Date.
The work item becomes available on this date.
Enter the End Date.
The work item is no longer available after this date.
Chose a Work Item Type from the drop down list.
See Guidelines.
Chose a user role from the drop down list for Responsibility.
This determines who is responsible to maintain this information (a user, a group, or a user group). It can also be used for fault resolution assignment (i.e., assigning it to the person responsible for ensuring that the problem is resolved).
Close the window.
You are prompted to save your changes.
Use the following information in determining the type of work item to choose.
| Work Item Type | Comments |
|---|---|
| Static | If selected, then you must also define the fulfillment actions associated with this work item. |
| Dynamic | If selected, then you must also select a procedure from a list of existing procedures or create a new procedure. The procedure determines the list of fulfillment action’s and their sequence at runtime. |
| User-defined workflow | If selected, enter the Item Type, Process and Key Prefix. You must also enter the name of the workflow that you have created. (Remember that any workflow that you create must be saved to the general Service Delivery Platform engine before it is accessible for use.) |
| User workflow start procedure | If selected, then you must enter the name of the workflow procedure also, or define a new one. |
To delete an existing work item, perform the following steps.
The data must be visible in your log in role for you to delete it.
In the Navigator, choose Setup > Service Definitions > Work Items.
Select a work item from the list at left.
Click Delete.
The system performs a validation procedure to determine that there are no ill effects to deleting this work item. For example, it checks to see that no parameters or fulfillment actions are assigned to the work item to be deleted. If it passes the validation procedure, then the work item is deleted by the system and it is removed from the list.
To define a new work item, perform the following steps.
In the Navigator, choose Setup > Service Definitions > Work Items.
Select the Parameters tab.
Click Define Parameters.
The Define Parameters window opens.
Click the New icon on the toolbar.
A blank entry opens in the Display Name list at the left.
Enter a value for the Internal Name of the parameter.
The Service Delivery Platform stores this name in its database fro internal use by the system.
Enter a description for the new parameter.
Close the window.
You are prompted to save your work.
To add parameters to a work item, perform the following steps.
In the Navigator, choose Setup > Service Definitions > Work Items.
Select the Parameters tab.
Select a parameter from the Available Parameters list.
Use the arrow buttons to move your choice from the Available list to the Selected list
(Optional) Enter a Display Sequence number for each item in the Selected Parameter list.
This value determines the order in which the parameter displays in the work item sequence.
(Optional) Enter a Evaluation Sequence number for each item in the Selected Parameter list.
This value determines the order in which the work item evaluates the parameter.
Check the Required box if this parameter must be present in order to provision the service.
Check the Log in Audit Trail box if this parameter is to be logged and visible in the audit trail.
Parameters that have this box checked (and are actually used with an order), become visible in the audit trail.
Enter a Default Value, if desired.
Enter a value in the Value Lookup SQL field.
This value is an SQL statement that evaluates the parameter value. If necessary, click Edit Lookup SQL to launch the SQL editor.
Enter a mode for when evaluation of this parameter occurs, if desired.
The available choices are:
Upon order receipt
When Service Fulfillment Manager order
See the Work Item Mode Guidelines following for considerations on choosing a work item mode.
(Mandatory, if a mode is selected, otherwise, ignore.) Enter a name for the procedure to be used in evaluating the parameter value.
If necessary, click the Add/Edit procedure icon to launch the procedure builder and define a new procedure. See Using the Procedure Builder for details of this process.
Close the window.
You are prompted to save your work.
You may wish to review the following information before selecting a work item mode.
Order Receipt
If you select Upon Order Receipt, then you must also define a name for the procedure and write the body for the evaluation procedure.
The following steps are performed by the Service Delivery Platform if a parameter is marked as Upon Order Receipt. The Service Delivery Platform:
Receives an order from the upstream system with the parameter and its value.
Performs validation on the parameters.
Executes the evaluation procedure.
Stores the value of the parameter returned from the evaluation procedure. (This value is used in further processing.)
Order Service Fulfillment Manager
If you select Upon Service Fulfillment Manager Order, then you must also define a name for the procedure and write the body for this procedure.
The following steps are performed by the Service Delivery Platform if a parameter is marked as When Service Fulfillment Manager Order. The Service Delivery Platform:
Receives an order from an upstream system with the parameter and its value.
Performs validation on the parameters.
Stores the value of the parameter as is, without any further manipulation.
At runtime, whenever the parameter is referenced, the associated When Service Fulfillment Manager Order procedure is executed to obtain the new value.
The new value is used for order processing.
To associate a fulfillment action with a work item, perform the following steps.
You can only associate fulfillment actions with either static or dynamic work items.
In the Navigator, choose Setup > Service Definitions > Work Items.
Select a work item from the list at left.
Select the Fulfillment Actions tab.
The work item type must be static for the Fulfillment Actions tab to be accessible.
Select a fulfillment action from the Available Fulfillment Actions list.
If you do not see the name of the desired fulfillment action in the Available box, enter the name of the fulfillment action in the Filter field and click the Find icon to search for it.
If the user account is not defined yet, click Define Fulfillment Actions to open the Define Fulfillment Actions window and then add it. See Configuring Fulfillment Actions for details on adding a new fulfillment action.
Use the arrow buttons to move your choice from the Available Fulfillment Actions list to the Selected Fulfillment Actions list.
Enter a Service Fulfillment Manager Sequence number for each item in the Selected Fulfillment Actions list.
Fulfillment actions marked with a 1 have no dependencies on other fulfillment actions and are processed in parallel with all other fulfillment actions marked 1.
Fulfillment actions marked with a 2 have a dependency on another fulfillment action, and are processed after all fulfillment actions marked with a 1 are processed.
Enter a Comment for this fulfillment action, if desired.
Close the window.
You are prompted to save your work.
You perform a number of tasks with fulfillment actions. These include:
To define a new fulfillment action, perform the following steps.
You must perform the following tasks before configuring fulfillment actions:
Configure parameters: See Adding Parameters to a Work Item.
Configure fulfillment element types: See Defining a Fulfillment Element Type.
Configure fulfillment elements: See Defining a New Fulfillment Element.
Build the fulfillment procedures: See Using the Procedure Builder.
In the Navigator, choose Setup > Service Definitions > Fulfillment Actions.
The Fulfillment Actions window opens.
Click the New icon on the toolbar, or chose File > New from the menu.
A new, blank entry opens in the Fulfillment Actions list at the left.
Enter a value for the Display name.
This is the name of the fulfillment action that is to display in the audit trail and during configuration.
Enter a value for the Internal name.
This is the name for the fulfillment action that is to be used internally by the system during Service Fulfillment Manager.
Enter the Version number for this fulfillment action.
Enter a value for the Description.
Chose one of the available Fulfillment Element Routing procedures from the drop down list.
If necessary, click the icon next to the Procedure field and create a routing procedure for use here. See Using the Procedure Builder for details.
Enter a value for Evaluate a Parameter.
If necessary, click the icon next to the Procedure field and create an evaluation procedure for use here. See Using the Procedure Builder for details.
Chose a Responsibility from the drop down list, if desired.
If this field is left blank, any user role can use this fulfillment action.
Click the Save icon on the toolbar.
To associate parameters with a fulfillment action, perform the following steps.
Note: A fulfillment action can have more than one parameter associated with it.
In the Navigator, choose Setup > Service Definitions > Fulfillment Actions.
Select a fulfillment action from the list at the left
Select the Parameters tab.
Select a parameter from the Available Parameters list.
If you do not see the name of the desired parameter in the Available box, enter its name in the Filter field and click the Find icon to search for it.
If the parameter is not defined yet, click Define Parameters and then add it. See Defining a New Work Item Parameter for details.
Use the arrow buttons to move your choice from the Available list to the Selected list.
(Optional) Enter a Display Sequence number for each item in the Selected Parameter list.
This value determines the order in which the parameter displays in the fulfillment action sequence.
Check the Log in Audit Trail box if this parameter is to be logged and visible in the audit trail.
Enter a Default Value, if desired.
This value is displayed in the order, and is changed by the user. For example, this could be an IP address or a password.
Enter a name for the Evaluation Procedure to be used in evaluating the parameter value. Specify an evaluation procedure for each parameter that you need to define, if desired.
If necessary, click the icon next to the Procedure field to launch the procedure builder and define a new procedure. See Using the Procedure Builder for details of this process.
Click the Save icon on the toolbar to save your changes
Select File > Close to exit.
To associate fulfillment procedures with a fulfillment action, perform the following steps.
A single fulfillment action can have more than one fulfillment procedures defined. However, it must have at least one procedure to indicate the adapter type.
In the Navigator, choose Setup > Service Definitions > Fulfillment Actions.
Select a fulfillment action from the list at left.
Select the Fulfillment Procedures tab.
Chose a Fulfillment Element Type from the drop down list.
If necessary, click Define Types and create a new fulfillment element type.
Enter a value for Software Version (Adapter Type) to set the software version and the connect/disconnect values.
Enter a value for the fulfillment procedure to select the PL/SQL procedure to execute.
If necessary, click the icon next to the Procedure field and create a new procedure for use here.
Click the Save icon on the toolbar to save your changes.
Select File > Close to exit.
To modify or edit an existing fulfillment procedure, perform the following steps.
In the Navigator, choose Setup > Service Definitions > Fulfillment Actions.
Click the icon next to the Procedure field that you wish to modify.
The Add/Edit Procedure window opens.
Modify the procedure as desired.
Click the Save icon on the toolbar to save your changes.
Select File > Close to exit.
You use the procedure builder to perform the following tasks:
To create a new procedure, perform the following steps.
Open the Add/Edit Procedure window by clicking the icon next to the Procedure field.
Verify the procedure Type.
This field is read-only. Its value depends on the form field that called the Add/Edit Procedure window.
Enter the internal name for this procedure.
The Service Delivery Platform uses this name to reference the procedure in its database.
Enter the display name.
Enter a description of this procedure.
Do one of the following:
Enter the desired PL/SQL code in the Procedure code field.
Click Copy From to copy the code from an existing procedure. Use the Edit function to modify it to meet your needs.
See Guidelines following for details on guidelines to use during the creation of a procedure.
Click OK to compile and generate the procedure.
Use the following guidelines during creation of a procedure.
Do not use an initial DECLARE statement at the beginning of the code block
Use the provided Script Notepad to write your Service Fulfillment Manager procedure.
Write your block of code as an anonymous PL/SQL block. (The following is an example of a PL/SQL connection procedure.):
err_code number;
err_str varchar2(400);
BEGIN
LOGIN(‘telnet $ip_address $portnumber', ‘$username_prompt', err_code, err_str);
SEND('$username', '$password_prompt', err_code, err_str);
SEND('$password', '$login_prompt', err_code, err_str);
EXCEPTION
WHEN OTHERS THEN
RAISE;
END;
Use capital letters for all PL/SQL reserved words and the constructs provided by the Service Delivery Platform.
Use the other standard programming constructs provided by PL/SQL in your block of code as desired.
Always add the EXCEPTION block at the end of your procedure:
EXCEPTION
WHEN OTHERS THEN
RAISE
END;
You must compile and generate the procedure after finishing the code by clicking OK.
The procedure builder prompts you with compilation errors if you have either of the following conditions exist:
The procedure contains unrecognized parameters.
Note: To display a list of the parameters that can be used in the Service Fulfillment Manager procedure, click Available Parameters.
Note: The displayed parameters are the internal names of the service parameters that you previously configured. Only these internal names can be used inside the Service Fulfillment Manager procedure body.
To delete an existing procedure, perform the following steps.
The procedure to be deleted must not be used by any other objects.
Open the Add/Edit Procedure window by clicking the icon next to the Procedure field.
Verify that the procedure Type lists the procedure that you wish to delete.
Click the Delete icon on the toolbar.
Click the Save icon on the toolbar to save your changes.
Select File > Close to exit.
To view the parameters or attributes which can be used in the procedure, perform the following steps.
Open the Add/Edit Procedure window by clicking the icon next to the Procedure field.
Click Attributes.
Click OK to close the Parameters window.
Click OK to exit the Add/Edit Procedure window.
Note: The parameters or attributes displayed are the internal names of the fulfillment element attributes that you have previously configured. Only internal names can be used inside the procedure body.
To edit an existing procedure, perform the following steps.
Do not modify a default procedure.
Open the Add/Edit Procedure window by clicking the icon next to the Procedure field.
Verify the procedure type.
This field is read-only. Its value depends on the form field that called the Add/Edit Procedure window.
Click on the Procedure Code field.
Select Edit > Edit Field from the menu.
Modify the PL/SQL code in the Procedure Code text field.
Click OK to compile and generate the procedure.
For every fulfillment element that you define, there must first exist a definition of that fulfillment element type.
The following tasks are associated with fulfillment elements types:
Note: Any service order request provisioned through the Service Delivery Platform requires that a specific fulfillment order type for that request also be configured through the Service Delivery Platform.
To define a new fulfillment element type, perform the following steps.
Fulfillment element types are defined by system experts only.
In the Navigator, choose Setup > Interface Definition > Fulfillment Element Types.
The Fulfillment Element Types window opens.
Select the Details tab.
Click Define Types.
Click Add.
This action causes a blank Define Fulfillment Element Types window to open.
Complete the fields in the Details tab.
Complete the fields in the Attributes tab.
Complete the fields in the Software tab.
Close the window.
You are prompted to save your changes.
To delete an existing fulfillment element type, perform the following steps.
You can not delete a fulfillment element type if either one of the following conditions is true:
The attributes for this fulfillment element have previously been defined
The software versions for this fulfillment element previously have been defined
In the Navigator, choose Setup > Interface Definition > Fulfillment Element Types.
The Fulfillment Element Types window opens.
Select the fulfillment element type to delete from the list at the left.
Click Delete icon on the toolbar.
Close the window.
You are prompted to save your changes.
There are a number of tasks associated with fulfillment elements. These include:
To add a new fulfillment element, perform the following tasks.
Warning: Each Fulfillment Element name must be unique and consist only of alphanumeric characters.
The type of fulfillment element that you wish to add must exist before you can add the fulfillment element.
In the Navigator, choose Setup > Interface Definition > Fulfillment Elements.
Select the Details tab.
Click the New icon on the toolbar.
This action causes a blank Details screen to open.
Complete the fields in the Details tab.
Complete the fields in the SW Versions tab, including both the Details and Attributes sub-tabs
Close the window.
You are prompted to save your changes.
To delete a fulfillment element, perform the following tasks.
Warning: If you delete a fulfillment element, then the logical and physical entity of the fulfillment element is removed from the Service Delivery Platform database.
You can not delete a fulfillment element, if either the following is true:
You have previously defined attributes for this fulfillment element.
You have previously defined the software generics for this fulfillment element.
In the Navigator, choose Setup > Interface Definition > Fulfillment Elements.
Select the Details tab.
Select the fulfillment element that you wish to delete from the list at the left.
Click Delete.
Close the window.
You are prompted to save your changes.
If changing a fulfillment element configuration (for example, disabling a fulfillment element, or changing the fulfillment element attributes such as the IP address), perform the following steps.
Shutdown the Work Item queue to stop the work item dequeuers.
Ensure that there are no fulfillment actions remaining in the Wait for FE queue and the FE Ready queue. This means that all the fulfillment actions are processed at this point.
Shutdown the adapters for the fulfillment element.
Change the attributes for the fulfillment element.
Re-start the adapters for the fulfillment element.
Re-start the Work Item queue.