Skip Headers
Oracle® Communications Order and Service Management Task Web Client User's Guide
Release 7.2.2

E35416-01
Go to Documentation Home
Home
Go to Table of Contents
Contents
Go to Feedback page
Contact Us

Go to previous page
Previous
Go to next page
Next
PDF · Mobi · ePub

3 Managing Orders

This chapter describes how to create and manage orders in Oracle Communications Service and Order Management (OSM) Task Web client.

About Displaying and Managing Orders

Orders are managed through the Worklist.

The Worklist page displays a list of tasks for which you are responsible. You select the task for an order from the Worklist to complete that task. You can customize the Worklist page to display the information you want to see using Worklist Preferences, change the sort order and filtering, and adjust the colors of the Worklist.

The Worklist page has the following options:

See "Displaying, Hiding, and Reordering Columns" to display specific columns in the Worklist.

Figure 3-1 shows the Worklist page. Changed orders are shown in italicized, bold text.

Figure 3-1 Worklist Page

The figure shows a screenshot of the Worklist View.

About the Order and Task Data Displayed in the Worklist

The default sort order for the worklist is based on tasks of the most relevance to the user. The tasks appear in the following order from the top down:

  1. Accepted by user (task state is accept and the user name is the current user).

  2. Assigned to user (task state is assign and the user name is the current user).

  3. Tasks that can be accepted by user (task state is received).

  4. Suspended tasks (task state is user defined state).

  5. Tasks accepted and assigned to other users.

Table 3-1 lists the default columns in the Worklist.

Table 3-1 Default Columns in the Worklist Page

Column Description

Expected Duration

The amount of time the order is expected to take to complete processing. The expected duration format is as follows:

P[<days>D][T[<hours>H][<minutes>M][<seconds>S]]

Expected Start Date

The date when the order is expected to start processing.

Execution Mode

The mode under which a task is running. May be one of Do, Redo, or Undo. Do is the default mode for a task that executes under normal processing; redo and undo are used in amendment processing.

Expected Grace Period Completion

The date and time the grace period for suspended, canceled, or amending orders is expected to be completed. The grace period specifies the time permitted for active tasks to complete gracefully.

Expected Order Completion Date

The date and time when the order is expected to be completed. This is calculated as follows:

  • If OSM receives the order after the expected start sate, then the expected order completion date is the expected duration added to the order creation date.

  • If OSM receives the order before the expected start date, or if it has no expected start date because it is a process-based order, then expected order completion date is the expected duration added to the expected start date.

Expected Task Completion Date

The date and time that the task is expected to be completed.

Order Creation Date

The date and time that the order was created.

Order ID

Unique system-generated order identifier.

Order State

The state of the order as it progresses through its life cycle. Valid states are:

  • Not Started: The order has been created but has not started provisioning. Only the creation task exists.

  • In Progress: The order is being provisioned and has at least one live task running.

  • Suspended: The order has been suspended and all processing on the order has halted. No task can be updated or transitioned.

  • Cancelled: The order has been canceled. All tasks have been undone back to the creation task.

  • Amending: The order is processing an amendment. The process is compensating for the amended data by identifying which tasks are affected by the changed data and undoing or redoing them as necessary.

  • Cancelling: The order is processing a cancellation. At least one live task is running in the undo compensation mode. The process is undoing all completed tasks to return the order to the creation task.

  • Completed: The order has completed provisioning. There are no live tasks and processing is complete.

  • Failed: The order has failed.

  • Aborted: The order is terminated.

  • Waiting for Revision: The order is waiting for revision. The revision order should contain data changes that fix any data errors that were received earlier.

Priority

The priority value of the order, where 0 is the lowest value and 9 is the highest where the lowest value carries the highest priority.

Process

The name of the process. For example, Creation Process.

Process Status

The status of the order in the process. It is configurable in Design Studio.

Ref. #

An alphanumeric value associated with the order, typically to associate the OSM order with an external identifier, such as a sales order.

Requested Delivery Date

The date by which the customer requests the order to be delivered.

Source

Where the order originated. For example, API, cartridge name, etc.

Started

Date and time when the order entered the task.

State

State of the task associated with the order. Valid states are:

  • Received: The task for the order has been received in the system and is waiting to be accepted.

  • Assigned: The task for the order has been assigned to a user.

  • Accepted: The task for the order has been accepted by a user and is working on it.

  • Suspended: The task is suspended at a task state defined by the cartridge designer.

Target Order State

The state to which an order will transition as a result of an order state change (for example, from In Progress to Completed). This is only used when the order is in grace period.

Task

The name of the task where the order is currently located.

Type

Defined by the user in the cartridge. For example, facility change, request for new line, etc.

User

The user who has accepted the task, suspended the task, or to whom the task has been assigned.


Choosing Which Orders to Display in the Worklist

You can filter orders in the Worklist by using the Order ID and Reference # filters located at the top of the Worklist. Filter expressions may include the wildcard symbols * and ? to represent unknown characters and can be entered in either or both fields.

The filter is applied after you refresh the Worklist by clicking the Refresh button. Clicking the header column also sorts the filtered Worklist. Figure 3-2 shows the top of the Worklist.

Note:

This method of filtering is dynamic and will not be saved as a user preference. See "Setting Worklist Preferences" for more information on filtering the Worklist by preferences.

To filter orders by order ID or reference number:

  1. In either or both search fields at the top of the Worklist, enter your filter expressions, then click Refresh.

    Figure 3-2 Order ID and Reference

    The figure shows a screenshot of the Order ID and Reference # fields.

    The system filters the Worklist based on the validated input.

  2. You may also click any column link to sort the Worklist in order of the values in that column.

Creating Orders

Use the New Order page to create orders and define a creation task in the Task Web client. After you enter the new order, the Order Editor page is displayed. Further information is required to complete the order.

Note:

If you cannot access the New Order page, you have not been assigned order entry privileges. See your Systems Administrator.

To create an order:

  1. Navigate to the New Order page.

  2. If you have privileges to create a versioned order, select the namespace and version from the Cartridge menu.

  3. From the Order Type menu, select the order type/source.

  4. (Optional) In the Reference # field, enter a reference number.

  5. Click Create.

    The order is created and the Order Editor is displayed. The order is in the Accepted state.

    Note:

    Order IDs may not be assigned sequentially.
  6. Enter the information in the required fields.

  7. Click Save.

    The order now progresses to the next task.

About Versioned Orders

You must have the necessary privileges to create versioned orders. Each order you create is based on a model that consists of tasks, processes, order templates, and roles. Programmers in your organization define different models based on specific services your company provides. In OSM, a versioned order is one that is based on different versions of the OSM cartridge. You create a versioned order by selecting a namespace and version from the Cartridge menu. A namespace prevents conflict of entities with the same name. The use of namespaces allows service providers to separate their OSM model into specific services in their operational support system (OSS) environment. Each service can be implemented independently by a different team and then deployed into a single OSM environment.

The Cartridge menu is displayed by default in the New Order page; however, it is configurable and may not appear in certain implementations. You must also have the necessary privileges to create versioned orders.

Figure 3-3 shows the Cartridge menu.

Figure 3-3 Cartridge Menu on the New Order Page

The figure shows a screenshot of the Cartridge Menu on the New Order View.

Copying Orders

To reduce the amount of data entry required to create orders that are similar, you can copy an existing order. For example, you may need to create orders that require a large amount of data, such as trunking orders, ISDN orders, etc.

When you copy an order, you can copy from any order in your Worklist to any order type that you can create. You can only copy the fields that are common to both the source order and the new order and that you are able to edit in the new order. Only the data exposed in the source order's creation task is copied.

To copy an order:

  1. Navigate to the Worklist page.

  2. Do one of the following:

    1. Click the Copy Order button and then click the ellipsis button beside the order.

    2. Right-click the order and select Copy Order.

  3. From the Order Type/Source menu on the Copy Order page, select the type/source of order.

  4. (Optional) In the Reference # field, enter a reference number.

  5. Click Create.

    The order is created and the Order Editor page opens with the information that is copied automatically appearing in the fields.

  6. Do one of the following:

    • Enter the information in the required fields.

    • Edit the existing fields.

  7. Click Save.

    The copied order is displayed in the Worklist page when you click Refresh.

  8. Click Update.

    The order transitions to the next task.

About the Order Editor

Use the Order Editor to enter the order information. Information can be optional, mandatory, or read-only. These information types are determined when the manual task is configured and designed.

The Order Editor has an Expand/Collapse button that lets you display or hide node details as required. This feature lets you manage the way in which OSM displays the order information.

By default, the Order Editor displays all of the nodes in the expanded mode. If you change the size of a node, OSM remembers the change for that instance of the node for the duration of your session. If you close your session, OSM returns the nodes to their default size when you reselect the order for editing or viewing or when you restart the session.

You can, however, change the default, so that a particular node always opens in the size of your choice.

Note:

The default node size applies only within a specific page. If the same node appears in several pages, you must set the default for the node within each page.

To change the default:

  1. Navigate to the Worklist page.

  2. Do one of the following:

    • Click the Editor button and then click the ellipsis button beside the order.

    • Right-click the order and select Accept and Edit Task.

  3. In the Order Editor, size the node as you want.

  4. Right-click the Expand/Collapse button.

    OSM displays the: Set current visibility as default message.

  5. Click the message.

    The default changes and OSM displays that instance of the node, in that page, at that size whenever you open a session.

Previewing Orders

You may want to preview the order to go over the order details without editing the order. You can preview the order even if the task is accepted by another user.

Figure 3-4 shows how the information in the Order Editor is displayed.

Figure 3-4 Previewing an Order

The figure shows a screenshot of the Order Editor Preview screen.

To preview an order:

  1. Navigate to the Worklist page.

  2. Do one of the following:

    • Click the Preview button and then click the ellipsis button beside the order.

    • Right-click the order and select View Order Data.

You can configure the no_of_rows_in_textarea_without_scroll and max_no_of_rows_in_textarea_with_scroll parameters in the oms-config.xml file to control the size of the displayed area for a text field. The parameter values also determine whether, based on the number of rows of text, the field will have scroll bars.

The no_of_rows_in_textarea_without_scroll parameter indicates the maximum number of rows that the field can accommodate without a scroll bar.

The max_no_of_rows_in_textarea_with_scroll parameter indicates the maximum number of rows that the field can accommodate if the number of rows exceeds the value of the no_of_rows_in_textarea_without_scroll parameter.

However, the scroll bar disappears and the field displays all the rows, if their number exceeds the value of the max_no_of_rows_in_textarea_with_scroll parameter.

For example:

  • If the value of no_of_rows_in_textarea_without_scroll is greater than the value of max_no_of_rows_in_textarea_with_scroll, and the number of rows is less than or equal to the value of no_of_rows_in_textarea_without_scroll, the field displays all the rows without a scroll bar.

  • If the value of no_of_rows_in_textarea_without_scroll is greater than the value of max_no_of_rows_in_textarea_with_scroll, and the number of rows is greater than the value of no_of_rows_in_textarea_without_scroll, the field displays in its text area, rows whose number equals the value of the no_of_rows_in_textarea_without_scroll parameter. However, the field accommodates all the other rows and provides a scroll bar.

  • If the value of no_of_rows_in_textarea_without_scroll is less than the value of max_no_of_rows_in_textarea_with_scroll, and the number of rows is less than or equal to the value of max_no_of_rows_in_textarea_with_scroll, the field accommodates all the rows and provides a scroll bar.

  • If the value of no_of_rows_in_textarea_without_scroll is less than the value of max_no_of_rows_in_textarea_with_scroll, and the number of rows is greater than the value of max_no_of_rows_in_textarea_with_scroll, the field displays all the rows in its text area. In this case, the scroll bar is not displayed.

Displaying the Process History

The process history displays the current task as well as the tasks that have been completed for an order. It also contains the dates, times, and all user information for that order as it goes through the process. You can also display the Process History page in a pie chart, Gantt chart, or diagram by clicking the Pie Chart, Gantt Chart, or Diagram button.

When you display the Gantt chart, you cannot use the browser's back or forward arrows. To customize the Gantt chart width, height, and property panel, see your System Administrator.

If the process history contains both system-based and schedule-based tasks, the actual duration is calculated as if all tasks are system-based. Figure 3-5 shows the process history.

Figure 3-5 Process History - Detailed Table Page

The figure shows a screenshot of the Process History Detailed Table Page.

To display the process history:

  1. Navigate to the Worklist page.

  2. Do one of the following:

    • Click the Process History button and then click the ellipsis button beside the order.

    • Right-click the order and select View Order Process History.

Accepting Tasks

You can accept any task that is in the Received state in your Worklist. When you select a task for editing, OSM automatically accepts the task. If the task you have selected has been opened by another user, it is read-only.

To accept a task:

  1. Navigate to the Worklist page.

  2. Click Refresh.

    The Worklist page is updated.

  3. Do one of the following:

    • Click the Change State/Status button and then click the ellipsis button beside the task that is in the Received state.

    • Right-click the task that is in the Received state and select Change Task State/Status.

  4. Select Accepted, then click Update.

Reassigning Tasks

Before you reassign a task in the Task Web client, you must apply the necessary permissions to the task in Design Studio OSM.

See “About Reassigning Tasks” in the Design Studio Modeling OSM Processes Help for more information.

To reassign a task:

  1. Navigate to the Worklist page.

  2. Do one of the following:

    • Select Change State/Status and then click the ellipsis button beside the task to be reassigned.

    • Right-click the task and select Change Task State/Status.

    The Change State/Status page is displayed.

  3. From the Assigned To list, select the user to whom you want to reassign the task.

  4. Click Update.

Editing Orders

To edit an order, you must have specific privileges assigned to you by the OSM Administrator.

Note:

If you make any changes to the orders in Task Web client, click the Refresh button to load the latest state of the orders in OSM.

To edit an order:

  1. Navigate to the Worklist page.

  2. Do one of the following:

    • Click the Editor button and then click the ellipsis button beside the order.

    • Right-click the order and select Accept and Edit Task.

    The Order Editor is displayed.

  3. Edit the order, then click Update.

Completing Tasks

To complete a task, you must complete all mandatory fields. If you do not have all of the information to complete the fields, you can save and close what you do have. The task is held in an Accepted state or a user-defined state until you complete the information and change the state to Completed.

If you accept a task containing default values, the task is automatically modified. You must save the task in order to save the default values. Default values are defined by your administrator for fields in a given page and are then displayed in the Task Web client Editor.

To complete a standard task:

  1. In the Worklist, click Editor, then select the ellipsis button beside the task.

    Alternatively, right-click the task and select Accept and Edit Task.

    The Order Editor page is displayed.

  2. Enter the information and click Save.

  3. Click Change State/Status, select the appropriate task status, and then click Update.

Completing a Workstream Task

To complete a workstream task, click the status that is defined for that task. When you do this, OSM takes you to the next task in the workstream. You are taken to the Worklist page only after the final workstream task is completed or if you are not associated with a workgroup that is associated with the subsequent workstream task.

Note:

If the task that follows an automated task in a workstream process uses a rule on transition, and if that rule evaluates to false, the process displays the wait screen until the rule evaluates to true. If the rule does not evaluate to true within the specified time-out period, OSM displays a message indicating the time-out period is expired. To clear this message, click OK.

If the rule fails to evaluate to true within a reasonable period of time, inform your system administrator.

Changing the State and Status of a Task

After you perform the work required by the task and enter the information in the Order Editor, you must change the state or completion status to allow the order to continue to its next tasks. Table 3-2 shows the task statuses.

Table 3-2 Available Task Statuses

State Description

Received

The order has arrived at the task and needs to be worked on.

Accepted

Locks the order for the user in the current task.

Assigned

The task has been assigned to a user in the role.

Completed

Work on the task is finished.

Suspend

It is a user-defined state. All user-defined states are considered suspend states.


The Completed and Suspend states are conceptual states. These states are not displayed in the Worklist or task state list.

You must change the state or completion status after you complete a task. Statuses are used to determine the next step in the process. Predefined statuses for standard processes include:

  • True

  • False

  • Submit

  • Delete

When using a workstream process, statuses appear as buttons on the workstream Order Editor's interface, which you click to assign the desired status. Much like the navigation buttons in any other wizard, the status buttons in a workstream process let you advance to the next task, go back to the previous task, cancel the task, and so on. Predefined statuses for workstream processes include:

  • Back

  • Next

  • Cancel

  • Finish

See "About Workstream Process" for more information about workstreams.

A list of available states and completion statuses is displayed in the Change State/Status page based on the current state of the task and its location in the process.

You can change state/status of only those tasks that appear in your Worklist.

To change the state/status of a task:

  1. In the Worklist, select Change State/Status and then select the task.

    The Change State/Status page is displayed.

  2. Select the state and click Update.

Suspending and Resuming Orders

You can suspend and resume orders from either the Worklist or the Query Results page.

Suspending Orders

Suspending an order temporarily stops all provisioning activity on that order. Tasks that belong to the order are placed in read-only mode in the Worklist and cannot be updated or transitioned. You can suspend an order from two possible order states: Not Started and In Progress.

To suspend an order, you must have specific privileges assigned to you by the System Administrator.

To suspend an order from the Worklist or the Query Results page:

  1. Navigate to the Worklist or the Query Results page.

  2. Right-click an order and select Suspend Order.

    To suspend more than one order, click the check box for each order to be suspended, or click the top check box to select them all.

  3. Select one of the following grace period options:

    • Suspend Immediate: Force suspension of tasks. All tasks associated with the order become read-only and cannot be updated or transitioned.

    • Suspend After Grace Period: Specify a grace period to allow tasks in the Accepted state time to complete. Grace period allows ongoing work (for example, accepted tasks) to complete before transitioning the order to suspended. This helps to minimize errors in processing so that ongoing work is not interrupted without a chance to complete first.

    • Suspend After Infinite Grace Period: Wait indefinitely until all tasks complete.

    If the suspension is not immediate, you may also specify an interval for sending a jeopardy notification.

  4. (Optional) In the Reason text box, enter a reason for suspending the order.

  5. Click Suspend Order.

    The task in the Worklist changes to bold and italicized text.

  6. Click Refresh.

    The order transitions to the Suspended state.

Resuming Orders

Resuming an order releases the suspended tasks back into the system for processing. Tasks are viewable from the Worklist and Query List pages and can once again be updated. Once an order is resumed, it returns to the state from which it transitioned before being suspended.

To resume an order, you must have specific privileges assigned to you by the System Administrator.

To resume an order from the Worklist or Query Results page:

  1. Navigate to the Worklist or the Query Results page.

  2. Right-click the order and select Resume Order.

    To resume more than one order, in the Query Results page, click the check box for each order to be resumed, or click the top check box to select them all.

  3. (Optional) In the Reason text box, enter a reason for resuming the order.

  4. Click Resume Order.

    The task in the Worklist changes to bold and italicized text.

  5. Click Refresh.

    The Order State returns to the state from which it transitioned before being suspended. You can now complete the order by transitioning through all remaining tasks.

Adding Information to Orders

In the Worklist page, you can add remarks and attach documents pertaining to each order using the Add Remark option. For example, if the task for an order has taken longer to complete than expected, you can add a remark explaining why this has happened. After you add a remark, a paperclip icon is displayed in the Worklist beside the order. You can click the icon to display details, such as who entered the remark, the date and time it was entered, the task description, and the state of the task. Figure 3-6 shows the details of an entered remark.

Figure 3-6 Viewing Remarks for an Order

The figure shows a screenshot of Viewing Remarks for an Order.

Adding Remarks to an Order

To add remarks to an order:

  1. Navigate to the Worklist page.

  2. Do one of the following:

    • Click the Add Remark button and then click the ellipsis button.

    • Right-click the order and select Add Remark.

    • Click Add Remark in the Order Editor.

  3. Add your remarks and click Save.

    The Remarks window shows the user who entered the remarks, the date entered, the task description, and the state of the task. A paperclip icon is displayed in the Worklist beside the order that lets you display attachments and remarks.

Editing Remarks

After you add a remark to an order, you can modify it.

To edit a remark:

  1. Navigate to the Worklist page.

  2. Click the paperclip icon beside the order.

    The Remarks page is displayed.

  3. Select the remark and click Modify Remark.

    The Modify Remark page is displayed.

  4. Change your remarks and click Done.

Attaching Documents

You can attach a document file to an order only if a remark has been created.

To attach a document to an order:

  1. Navigate to the Worklist page.

  2. Click the Add Remark button and then select the order.

    The Remarks page is displayed.

  3. Click Modify Remark.

    The Modify Remark page is displayed.

  4. Do one of the following:

    • In the Attach File field, enter the file path.

    • Click Browse to locate the document.

  5. Locate the document and click Open.

  6. Click Add Attachment.

  7. Click Done.

    The Remarks window is displayed, containing information such as the user who entered the remarks, the date entered, the task description, the state of the task, and the file name of the attachment.

    Note:

    To associate a remark with a document that is attached to an order, you must click both Save and Done in succession after you attach the document and add the remark.

    Clicking Save only saves the remark with the order without associating it with the document.

Removing Documents from an Order

You can remove a document file from an order.

To remove a document from an order:

  1. Navigate to the Worklist page.

  2. Click the View Remark(s) icon beside the order.

    The Remarks page is displayed.

  3. Select the remark and click Modify Remark.

    The Modify Remark page is displayed.

  4. In the List of Attachments field, select the file, and click Remove Attachment.

  5. Click Done.

Viewing Reasons

The Order Editor enables you to view reasons why specific orders were canceled, suspended, or resumed at any point during their life cycle.

The Order Editor provides a View Reasons button for orders that were assigned one of the following states at least once during their life cycle:

  • Cancelled

  • Suspended

  • Resumed

Clicking the View Reasons button for an order displays the Reasons page for the order. This page displays the justification for the cancellation, suspension, or resumption of the order depending on the state the order was assigned.

If you enter a reason for cancellation in the Cancel Reason field when canceling an order, OSM stores the reason as a message string in the database. In addition, OSM displays this message in the user interface.

If you enter an empty string in the Cancel Reason field, OSM stores a null string in the database and displays an empty string in the user interface, instead of displaying a default system-generated order cancellation message.

About Raising 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. The choices are defined by the system administrator and identified by the exception statuses. Exceptions can be used to cancel an in-flight order, to add supplemental information to an order and redirect the order to an earlier task in the process, or to take other actions defined in the original process. Exception statuses are user-defined statuses used to alter a process flow from anywhere in the process. For instance, you may want to cancel an order, redirect an order to another task, or redirect an order to a task in another process. The exceptions can be defined with restrictions that allow only certain, specified workgroups, activities, or order type/sources to raise the exception.

OSM supports two types of exceptions:

Both types of exceptions are raised in the same way, using the Raise Exception function. You can access this function from the Worklist and Query Results pages or from within the Order Editor. Depending upon how exception handling is configured for your environment, you will use either process exceptions or fallout exceptions.

To raise an exception, you must have specific privileges assigned to you. If you expect an exception to be available, but do not see it, check with your administrator to ensure the correct privileges have been assigned to you.

Raising a Process Exception

To raise a process exception:

  1. In the Worklist or Query Results pages, select Exception and then click the ellipsis button beside the order.

    Alternatively, you can right-click the order and select Raise Exception. You can also raise the exception from within the Order Editor by clicking the Exception button.

    The Exception page is displayed with one or more exceptions for the selected order. If there are no exceptions available for the process, or you were not assigned the privileges, no exceptions will be available.

    An exception that stops an order from continuing displays N/A (not applicable) in the Process and Task columns. When you redirect an order, you can select an exception that displays the process and task to which it will be redirected.

  2. Select the process exception and click Update.

    The order is redirected or stopped depending on the status chosen.

    Note:

    You cannot raise a process exception from a creation task.

    If you try to raise a restricted exception against a process that has subprocesses mapped to it, you will receive a 419 Process exception error message. If this occurs, close the message and notify your administrator of the conditions under which it occurred.

Raising a Fallout Exception

To raise a fallout exception:

  1. In the Worklist or Query Results pages, click Exception and select the task, or right-click the task and select Raise Exception. Alternately, you may raise the exception from within the Order Editor by clicking the Exception button.

    The Process Exception page is displayed with one or more exceptions for the selected task. If no exceptions are defined for the task, or you were not assigned the privileges, no exceptions will be available. Figure 3-7 shows the Process Exception page.

    Figure 3-7 Process Exception Page

    The figure shows a screenshot of the Process Exception Page.
  2. Select the desired exception and click Update.

  3. Refresh the Worklist.

    The system identifies the task that generated the error, transitions the order to the Amending state, and initiates amendment order processing. (For more information refer to the discussion about managing fallout in the task web client in OSM Concepts.

    Note:

    If the error data was generated by the creation task, the order transitions to the Failed state. No compensation tasks are created and the order must be corrected through an external amendment.
  4. Process the redo and undo compensation tasks. This is applicable only to the manual redo and undo tasks. The user will only be able to see manual tasks that need to be redone and undone (assuming they have fallout privileges). But the system will still process compensation for automated tasks at the back end.

    1. Redo tasks identify the data fields in error with an orange dot and describe the fallout error at the top of the task view.

      Note:

      Fallout exceptions can be mapped to one or more error nodes, so it is possible to have multiple errors in a single task view.

      Fix the errors, then click Next/Update to transition the task. After a redo task has been processed, it is removed from the Worklist.

    2. Undo tasks must be acknowledged in order to be rolled back. Open the task and click Update. Once an undo task has been acknowledged, it is removed from the Worklist.

      The system allows multiple fallouts to be processed, but in sequence. After an order is in the Amending state due to fallout, further fallouts are prohibited until the order transitions out of the Amending state.

Canceling Orders

Cancelling an order stops all OSM activity on that order and undoes all of the tasks that have been done, back to the creation task. There are two order states associated with the Cancel Order function:

You can only cancel orders that are in progress or suspended. After an order is canceled, it can be deleted or resubmitted back into the system.

You can access the Cancel Order function from either the Worklist or Query Results page. To cancel an order, you must have specific privileges assigned to you by the System Administrator.

When you cancel an order, undo compensation tasks may, or may not, appear in the Worklist depending on the compensation strategy defined for the task. For example, if a task is defined to roll back automatically, no undo task is created, and no undo task is displayed in the Worklist. Automated tasks may also be rolled back automatically if plug-ins exist and will appear in the Worklist until the plug-in completes them. If manual undo tasks appear in the Worklist, however, they must be acknowledged in order to be rolled back.

To cancel orders:

  1. In the Worklist or Query Results page, right-click the order and select Cancel Order.

    To cancel more than one order, click the check box for each order to be canceled, or click the top check box to select them all.

    The Cancel Order page is displayed.

  2. Select one of the following grace period options:

    • Cancel Immediate: Force immediate cancellation of all completed tasks.

    • Cancel After Grace Period: Specify a grace period to allow tasks in the Accepted state time to complete.

    • Cancel After Infinite Grace Period: Wait indefinitely until all tasks complete.

  3. (Optional) If the cancellation is not immediate, specify an interval for sending a jeopardy notification.

    You can configure jeopardy notifications in Design Studio so that the notifications are sent to user groups once, periodically, or when certain conditions arise in a service order or task. See the Design Studio Help for more information.

  4. (Optional) In the Reason text box, type a reason for canceling the order.

  5. Click Cancel Order.

    A dialog box is displayed, prompting you to confirm the cancellation request.

  6. Click OK.

    The task in the Worklist and the Query Results page changes to bold and italicized text.

  7. Navigate to the Worklist page and click Refresh.

    The order transitions to the Cancelling state and enters into compensation mode. If the compensation strategy is designed to create undo tasks, they appear in the Worklist in reverse order of the process flow. For example, if a process flows from Task A to Task B to Task C, undo tasks flow in reverse from Task C to Task B to Task A.

    Each undo task must be processed (acknowledged) sequentially. Task C is displayed first and must be acknowledged before Task B is displayed in the list. Task B must be acknowledged before Task A is displayed in the list, and so on.

  8. To acknowledge an undo task, select it and click Update.

    The task in the Worklist page changes to bold and italicized text.

  9. Click Refresh.

    After an undo task is acknowledged, it is removed from the Worklist. If there are no more undo tasks in the flow, then Cancel Order is complete; otherwise, the next undo task is displayed in the list.

  10. Repeat step 8 and step 9 for each undo task until it is completed.

    The order transitions from Cancelling to Cancelled and may now be resubmitted or deleted.

Manually Amending Orders

You amend an order if you want to make changes to an in-flight order. An in-flight order is an order that is still in progress. In other words, you update an order that is not yet completed. You edit an order through the Order Editor. The amendment processing proceeds only if you make significant changes to the order. Otherwise, the system updates the order data and the order remains in the In Progress State, completing the amendment flow. The changes that you would want to make are defined during design time in Design Studio. Amendments to OSM orders can be submitted by an external order entry or CRM system, or they can be applied directly to the order using the Task Web client interface.

Note:

If the process of an order type/source is amendable, there should be no optional fields in the order when it is at the creation task. You must change the optional fields to required fields and set default values for the required fields.

To manually amend an order:

  1. Locate the order to be amended from either the Worklist or the Query Results page.

  2. Right-click the order and select Amend Order.

    The Order Editor displays an editable version of the current order data.

  3. Edit the order data as required and click Submit.

    The system identifies all task instances that are affected by the changed order data. If the data changes are not significant (no compensation required), the system immediately updates the order data with the changes and no compensation is required. The order remains in the In Progress state and the amendment flow is complete.

  4. On the Worklist page, click Refresh.

    If the data changes are significant, amendment processing proceeds through the Order Change Management (OCM) cycle. The order transitions to the Amending state and the grace period is processed as specified. The system builds a compensation plan based on all affected task instances and creates redo or undo tasks as necessary.

  5. Process the redo and undo tasks as described in "Processing Redo and Undo Tasks".

    When all compensation tasks have been processed, the order transitions back to the In Progress state.

Processing Redo and Undo Tasks

Once an OSM order's data has been updated by an amendment, the system initiates compensation. Each task being compensated has one or more order perspectives. The order perspectives describe the appearance of the order data before and after the amendment process.

Order perspectives are of the following types:

You can access these perspectives from the Preview and Order Editor pages.

Historical Order Perspective

The historical order perspective (HOP) shows order data as it was when the task being compensated was completed, (the outcome of the task when it was last completed).

Contemporary Order Perspective

The contemporary order perspective (COP) shows order data that is current for the compensation task, which includes the latest values from the following:

  • Last submitted data as filtered by the task's view. (Last submitted data is the order data as it was when the creation task of the order was submitted, including any changes from amendments.)

  • Any additional changes from redo compensation tasks for this amendment.

Redo Tasks

Figure 3-8 shows a redo compensation task that displays both order perspectives.

Figure 3-8 Redo Compensation Task Displaying the Contemporary Order Perspective

Shows a screenshot of Redo Compensation Task displaying the Contemporary Perspective.

Figure 3-9 Redo Compensation Task Displaying the Historical Order Perspective

Screenshot of Redo Compensation Task displaying the Historical Perspective

You can use these pages compare data that has changed during amendment processing. You can also make further changes to the amended data using the Contemporary Order Perspective tab. The HOP is read-only and cannot be changed.

You transition through redo tasks as you would transition normal tasks. After a redo task has been processed, it is removed from the Worklist.

Undo Tasks

Figure 3-10 shows an undo compensation task that displays only the HOP:

Figure 3-10 Undo Compensation Task Displaying the Historical Order Perspective

Screenshot of Undo Compensation Task displaying the Historical Perspective.

You must acknowledge a manual undo task in order to roll it back. You do this by clicking the Update button. After an undo task has been acknowledged, it is removed from the Worklist.

About Notifications

Notifications are used to alert users or systems to processes, orders, or tasks that may be at risk or to events that occur in the system. Notifications can be sent to users or they may trigger an automation plug-in to perform work. You can configure notifications to be sent by email to user groups. By default, notifications appear in the Notifications page of the Task Web client. When you assign users to workgroups using the OSM Administrator application, you can set up email notifications for users to notify them when certain conditions occur. For example, users belonging to a specific role may want to be notified that an order's due date is in five days. See OSM Administrator Application User's Guide for more information on these procedures.

When a notification condition occurs, it is sent either to a specific user or to all users with a specific role. You then acknowledge the notification and, if required, enter the remarks. If you are not logged in, notifications are held in the queue until you log in.

The Notifications page displays the notification instances for 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.

There are two basic types of notifications:

See the Design Studio Help for additional information about designing notifications.

Figure 3-11 illustrates the Notifications page.

Figure 3-11 Notifications Page

The figure shows a screenshot of the Notifications Page.

Table 3-3 describes the Notifications page.

Table 3-3 Notifications Page

Column Description

Notification Description

A description of the notification as defined in the OSM Administrator.

Notification Type

The type of notification: Polled or Transitional.

Priority

The priority of the notification from 1 to 255 (1 is the highest priority). Priority is available for Polled notifications only.

Notification Timestamp

The date and time that the notification occurred.

Order Creation Date

The date and time that the order was created.

Expected Order Completion Date

The date and time when the order is expected to be completed. This is calculated as follows:

  • If OSM receives the order after the expected start sate, then the expected order completion date is the expected duration added to the order creation date.

  • If OSM receives the order before the expected start date, or if it has no expected start date because it is a process-based order, then expected order completion date is the expected duration added to the expected start date.

Expected Duration

The amount of time the order is expected to take to complete processing. The expected duration format is as follows:

P[<days>D][T[<hours>H][<minutes>M][<seconds>S]]

Expected Start Date

The date when the order is expected to start processing.

Requested Delivery Date

The date by which the customer requests the order to be delivered.

Order ID

The order ID generated by the system when the order is entered.

Source

Where the order originated. For example, client care, fax, etc.

Type

The type of order. For example, facility change, request for new line, etc.

Process

The name of the process.

Ref. #

An alphanumeric reference associated with the work order.

Process Status

The process status at the time of the notification.


When you open an order from the Notification page, OSM automatically selects one of the available query tasks assigned to the user's role. For example, if you are assigned to three different workgroups with three different query tasks assigned to each workgroup, the order is displayed in one of the three query tasks. The default is based on the notification timestamp.

By default, only the following columns are displayed in the Notifications page:

The other columns must be added through the Notification Preferences page. See "About the Notification Preferences Page" for more information.

About the Notification Preferences Page

The Notification Preferences page is where you select the columns you want to be displayed in a notification. You can also specify the sort order of the columns.

Table 3-4 describes the Notification Preferences page.

Table 3-4 Notification Preferences Page

Column Description

Available Columns

This area shows the available notification list columns.

Displayed Columns

This area shows the displayed notification list columns.

Sort Order

This area lets you select an ascending or a descending sort order. You can also specify the first and second column that you want to be displayed in the notification list.


Acknowledging Notifications

When you acknowledge the notification, OSM clears and resets the notification to continue evaluating at the next selected time period.

Note:

No further notifications for the same process, order, task, or event will be received until the present notification is acknowledged.

You can acknowledge a notification message by clicking the notification URL in your email message. If you do not receive notification messages by email, see your System Administrator.

To acknowledge a notification:

  1. In the Notifications page, select Acknowledgement and select the notification.

    The Acknowledgement page is displayed.

  2. Enter a message and then click Update.

    Note:

    To avoid acknowledging a notification by another user in the workgroup, update your view frequently by clicking Refresh.

You can add a message to a notification only while the Notifications page is selected. After you add and save a message, it cannot be modified or deleted. All users can view the messages that appear in the Acknowledgement(s) page along with the login name, the name of the person entering the remark, the date and time entered, the description, and whether it has been reset or cleared.

To add a notification message:

  1. In the Notifications page, select Acknowledgement and then click the ellipsis button beside the notification to which you want to add a message.

    Alternatively, right-click the notification and select Add Acknowledgement.

  2. Enter your message in the Acknowledgement page and click Update.

Viewing Notification Messages

A notification message displays the name of the user who created it, the date it was entered, the notification description, and whether it has been reset or cleared.

To view a notification message, select Notification History in the notification page, and then click the ellipsis button beside the notification.

Alternatively, right-click the notification and select View Notification History.

About Workstream Process

In OSM, a process is a sequence of tasks that execute consecutively or concurrently to fulfill an order or part of an order. After an order is received by OSM, it is submitted to a process, which contains the sequence of tasks that must be performed to fulfill the order. Any number of processes can be defined, consisting of any number or combination of manual and automated tasks.There are two types of processes, standard and workstream. In a workstream process, OSM takes you directly to the next task without first returning you to the Worklist.

To execute a workstream:

See "Completing a Workstream Task" for information about completing a workstream task.

About Stopping and Reassigning a Workstream Task

You can stop a workstream and return to the Worklist by clicking the Worklist button. In the Worklist, you accept the task that you last worked on. Click Refresh to see the task that you last worked on. If another user wants to work on this task, change the state of this task to Received or reassign it to the user who has the necessary permissions to work on this task.

Automatically Transitioning from the Creation Task

OSM automatically transitions you to the Order Editor in the workstream after the creation task if the first task in the workstream is a manual task.

To automatically transition from the creation task:

  1. If the first task in the workstream after the creation task is a manual task, the system automatically transitions you to the default Order Editor to edit the task.

    If the first task in the workstream after the creation task is an automatic task, the system runs it, then continues executing any remaining tasks in the workstream.

    Note:

    If the system is executing an automatic or rule task, the system provides an indication that processing is taking place until the next manual task within the workstream is available. When the next manual task becomes available, the task is accepted and displayed in the Order Editor. While processing is occurring, you can stop the workstream and return to the Worklist. Then, when the workstream task becomes available, you (or someone else in the workgroup) can pick it up and continue the workstream from that point.
  2. Complete the data required for the task.

  3. Indicate the task is completed. Each task in the workstream needs to be completed to go to the next task.

    Note:

    This also sets the state for the task (as defined by the administrator). OSM treats task completion through workstream statuses (Next, Previous, Cancel, and Finish) the same way as it treats regular task completion and does not apply the wizard behavior. For example if you select Previous, the system does not roll back to the previous position in the process. It completes the task at the Previous status, then takes you to the next task in the Order Editor, according to the defined process flow. By default, OSM does not roll back any changes made by previous tasks. You can do this, however, by means of a plug-in assigned to the status (Cancel or Previous). If you decide to exit from the workstream, you can always go back to the Worklist to continue the workstream. Alternatively, another user in your workgroup can pick up the workstream and begin working on it at a later time.
  4. Repeat the steps above until there are no more manual tasks in the workstream process. When you complete the final task in the workstream, the system returns you to the Worklist.

    Note:

    Tasks that are created as a result of an amendment (redo and undo tasks) are not supported in the same way as normal (do) tasks in the workstream. You will be returned to the Worklist to process these tasks outside of the workstream.

Rolling Back a Workstream Task

The workstream rollback feature lets you return the order data to the condition it was in before you entered the current task. Because the rollback executes when you click the Back button, the order advances according to how your Back button status is defined.

The following example illustrates how the rollback works:

  1. OSM moves the workstream process from Task A to Task B.

  2. You pick up the order at Task B, make changes to the order data, then save the changes.

  3. You decide to undo the change that you made while executing Task B, then click the Back button.

  4. OSM rolls back the changes you made to the order data so that it appears as it did before you entered Task B, then takes you to another task. The task it takes you to depends on how the process that you are working in was designed.