|Oracle® Communications Order and Service Management Task Web Client User's Guide
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This chapter provides overview information and describes the basic functions of the Oracle Communications Order and Service Management (OSM) Task Web client.
OSM includes two Web clients that you can use to manage orders:
Task Web client: Use this application to monitor and manage the tasks in an order. This application is typically used by order processing personnel to ensure that all the tasks are completed. It is also used by order fallout managers. You can also suspend and resume orders, cancel orders, and create orders manually.
Order Management Web client: Use this application to display an order's orchestration plan, including dependencies, orchestration stages, order components, order items, and processes. Displaying the orchestration plan is useful for developers who are modeling orders and need to see relationships between order items. You can also perform some order management tasks, such as suspending and resuming orders, cancelling orders, and managing fallout. You can open the Orchestration Management Web client from within the Task Web client. See "Opening the Order Management Web Client" for more information.
The Task Web client provides the user interface for order tracking and operational reporting information. You use it to create, view, edit, track, and report on orders and tasks in the OSM system using Internet Explorer 7. The system administrator and a user who is a part of the OMS_client group can access the OSM Task Web client.
Figure 1-1 shows the Worklist, which is the main screen you use for managing orders:
In this figure, each row in the table represents a task instance for a particular order. The task column shows what needs to be done with the task before it can continue processing.
You use the Worklist to manage your tasks. It displays a list of orders currently located at the task or tasks for which you are responsible. You can view, add, or modify the data associated with an order by selecting the order from the Worklist. Sorting and filtering options help you to find orders in the Worklist.
You use the Task Web client to do the following:
Orders typically originate from one or more external order entry systems and are not manually created.
See OSM Concepts for more information.
You can display or edit orders in the Order Editor page. Orders are displayed according to an order's data at a given task. According to the how the order is designed in Design Studio, the fields are mandatory, read-only or read-write.
What you do when editing orders depends on the business requirements of your organization. Typical order editing tasks include:
Adding or changing customer information, such as modifying the bandwidth and changing the DSLAM port.
Changing priority information.
Changing the state/status of an order.
See "Editing Orders" for more information.
Manage order exceptions
An exception is a mechanism used to interrupt or stop an order, or to redirect it to any task in the same process or any other process.
See "About Raising Exceptions" for more information.
Run queries to find orders
You can locate any order in the OSM system using the Query option. You can query for any order, including completed orders.
See "About the Query Page" for more information.
View order history and audit data
Audit data is captured with each order for all changes to data and is maintained as long as needed in the OSM system. You can use this information for operational, service level agreement, or business analysis purposes. Order History provides a process history for a given order. When task state changes occur, OSM records the date and time of the change, and the user who made the change.
See "Displaying the Process History" for more information.
If you have assignment privileges for a given task, you can assign tasks to a specific workgroup.
Notifications can be used to notify you of processes or tasks in jeopardy. OSM provides the capability of sending event notifications to user and groups once, periodically, or when certain conditions arise in an order or task. You can also configure notifications to be sent by email to user groups.
The Notifications page is where you view and acknowledge notifications on the order process or order data in the OSM system. When a given notification condition is detected, each targeted user and workgroup is notified and an entry is added to the notification list.
You can set up notifications in Design Studio. See the Design Studio Help for more information.
Run reports to get data about orders in the OSM system
Reports provide summarized information on all orders and tasks in the OSM system. For example, you can view reports such as, the number of overdue orders, the oldest orders, the most recent orders, and the completed tasks for each order.
The order detail report provides information on any order in the system. You can view, print, or save this report to an ASCII text file.
See "Viewing Reports" for more information.
Most of the work you perform in the Task Web client is based on completing OSM tasks. A task is a step in a process. Typically, tasks are activities on an order and can be manual or automated. Orders that are in progress (pending completion) can be located at one or more tasks simultaneously. This means that one or more users can be working on a single order simultaneously, though only one user can work on a specific task for that order at any one time.
Manual tasks are tasks that you perform using the Task Web client. As an order moves through a process, it arrives at tasks based on the way the process is defined. When an order arrives at a task, it is added to the worklist of all the members of all the workgroups who are assigned to work on that task. Users belonging to those workgroups can see the new task in their worklist when they refresh the Worklist page by clicking the Refresh button. Users can select a task from their worklist to view the assigned task in the order process.
Automated tasks are used primarily to provide interfaces to other systems. When you create an automated task, you must also configure at least one automation plug-in to perform the intended operation. Design Studio provides several built-in plug-ins, or you can develop your own plug-in using a custom template. See OSM Developer's Guide for more information.
A task duration is specified in Design Studio, and is used to calculate expected duration of an order. The duration of a task is of the following types:
System based: A task whose duration is calculated on absolute calendar time.
Schedule based: A task whose duration is calculated on the OSM working time.
See OSM Concepts for more information on task types, states and statuses
Task states are used to indicate what is happening to a task. Tasks have the following predefined states:
You can manually change the state of a task. Changing the state of the task is known as transitioning the task. Also, the state of the task transitions automatically when you perform an action, such as complete the task. See "Changing the State and Status of a Task" for more information.
A process is a sequence of tasks that are executed consecutively or concurrently to fulfill an order or part of an order.
Processes are of the following types:
Standard: In a standard process, OSM returns you to the worklist after it completes each task.
Workstream: In a workstream process, OSM takes you directly to the next task, without first returning you to the worklist only, if you are a member of the workgroup that is assigned to the next task. You can, however, stop a workstream task from processing, or reassign it. See "About Workstream Process" for more information.
Standard and workstream tasks are defined by the designer in Design Studio.
In most cases, orders are created in an external system such as a CRM, and sent to OSM for processing.
A typical process for managing an order is as follows:
The task is displayed in your Worklist.
You accept the task.
You use the Order Editor to make the required changes to the task data.
You complete the task.
When you work on orders, you can add remarks to them to capture any notes about the order. You can also attach documents to the order.
In addition to normal processing of orders, you can also do the following:
Suspend and resume orders. Suspending an order temporarily stops all activity on that order. You typically suspend an order when you need to wait for requirements to be collected to complete a task and don't want anything done to the order. When it is possible to resume processing the order, you resume it.
Raise exceptions on orders. You raise exceptions on orders for the following purposes:
To redirect the order to another task.
To immediately stop processing an order.
When you initiate fallout on an order, you might need to process redo and undo compensation tasks. See OSM Concepts for more information about how changes to orders are managed.
Perform an undo task to undo and roll back the changes made from the task that caused the error.
Perform a redo task to redo the task that caused the error.
Cancel an order. Cancelling an order stops all OSM activity on that order and undoes all the completed tasks as defined in the compensation for the task.
Amend an order. An order can be amended automatically or manually. You amend an order when the order information needs to be revised. You must revise the order by making minimum changes to the order. When an order changes, the system identifies all task instances that are affected by the changed order data. Some tasks can be changed automatically by the system, but others need to be manually worked on. In that case, the order transitions to the Amending state. The system builds a compensation plan based on all affected task instances, and creates redo or undo tasks as necessary. The compensation plan applies only to the tasks that are identified as significant during configuration.