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

E35417-02
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4 Managing Orders

This chapter describes how you use the Oracle Communications Order and Service Management (OSM) Order Management Web client to manage orders, particularly fallout orders. The actions you can take to manage orders include the following:

The actions you can take on any particular order depend on its current state and on the order life cycle policy defined for the order. See OSM Concepts and Design Studio Help for more information about order lifecycle policies.

Changing the Order Priority

You can change the priority of an order, provided you have relevant security permissions. Orders with lower priority numbers are processed before orders with high numbers. The default order priority is 5.

To change the order priority:

  1. Do one of the following:

    • In the Results panel of the Search page, right-click an order in the table, then select Change Order Priority from the menu that appears.

    • In the Order Details page, select Change Order Priority from the Actions menu in the upper-right corner.

    The Change Priority dialog box appears. The title of the dialog box includes the order number. The current priority is shown in the Current Priority field.

  2. Use the slider in the New Priority field to select the priority.

  3. Click OK.

    The dialog box closes and the order priority is updated.

Changing the Order Reference

You can change the order reference value. The order reference is an alphanumeric value, typically used as an identifier to external systems. Reference numbers can be used as keys to correlate orders between systems.

Note:

You should make sure you understand how the order reference is used in your environment before you make any changes. In some cases, changing the reference number can break relations between orders on different systems.

To change the order reference:

  1. Do one of the following:

    • In the Results panel of the Search page, right-click an order in the table, then select Change Reference from the menu that appears.

    • In the Order Details page, select Change Reference from the Actions menu in the upper-right corner.

    The Change Reference dialog box appears. The title of the dialog box includes the order number.

  2. In the New Reference field, enter the new reference.

  3. Click OK.

    The dialog box closes and the reference is updated.

Adding Node Instances

You can add instances of group or value nodes to an order, either individually or in bulk.

To add node instances individually:

  1. Log in to the Web client.

  2. Do one of the following:

    • To add a node instance to a Worklist order:

      • In the Worklist, locate the relevant order.

      • Double-click the order.

    • To add a node instance to a new order:

      • Using the Order Editor, create the order.

      • Double-click the order to open it.

  3. Navigate to the node to which you will add an instance.

  4. Ensure that the instance count box is blank.

  5. Click + adjacent to the node.

    An instance of the node is created in the system:

    Screenshot illustrates the creation of a node in the system.
  6. Repeat steps 2 through 5 to add additional node instances.

The system restricts the number of instances you can add for each node based on the values of the Current and Allowed parameters displayed beside the instance count box. The value of the Current parameter indicates the number of instances currently in the system for a specific node. The value of the Allowed parameter indicates the maximum permissible instances for the node.

The maximum number of instances you can add to a node equals the difference between the values of the Allowed and Current parameters.

The + icon disappears the moment the number of instances you add matches this difference. This prevents you from adding instances in excess of the maximum permissible limit for instances.

To add node instances in bulk:

  1. Log in to the Web client.

  2. Do one of the following:

    • To add node instances in bulk to a Worklist order:

      • In the Worklist, navigate to the relevant order.

      • Double-click the order.

    • To add node instances in bulk to a new order:

      • Using the Order Editor, create an order.

      • Double-click the order.

  3. Navigate to the node to which you will add instances.

  4. In the instance count box, specify the number of node instances you want to add.

    The values of the Current and Allowed parameters appear beside the instance count box. These values help you determine the number of additional instances you can add to the node. The value of the Current parameter updates dynamically based on the number of instances currently in the system.

  5. Click + adjacent to the node.

The new instances are created if their count does not exceed the difference between the Allowed and Current parameter values. Otherwise, the system prompts you to either create the number of instances that equals this difference or cancel the entire operation.

The + icon disappears the moment the number of instances you add matches this difference. This prevents you from adding instances in excess of the maximum number allowed by the system.

The response time of the Order Editor page increases with the number of nodes in an order. To avoid slow response times, the order_editor_submit_mode_threshold parameter in the oms_config.xml file is configured to a threshold value for node instances saved in the system. If the number of saved instances increases this threshold value, the system automatically switches from AJAX to form-submit mode when edited orders are saved or submitted for processing.

Deleting Node Instances

You can delete instances of group or value nodes from an order, either individually or in bulk.

To delete node instances individually:

  1. Log in to the Web client.

  2. In the Worklist, navigate to the order from which you want to delete a node instance.

  3. Double-click the order.

  4. Navigate to the node from which you want to delete an instance.

  5. Do one of the following:

    • To delete an instance of a value node:

      • Select the check box adjacent to the instance.

      • Click the Trash icon.

    • To delete an instance of a group node:

      • Select the check box on the header bar.

      • Ensure that the instance count box is blank.

      • Click -.

    An instance of the node is deleted from the system:

    Screenshot illustrates deleting a node from the system.
  6. Repeat steps 2 through 5 to delete additional node instances.

The system restricts the number of node instances you can delete based on the minimum and maximum permissible instances for a node. These limits are displayed beside the instance count box.

You can delete node instances until the number of current instances falls to the minimum permissible limit. At this point, the - icon disappears, thereby preventing you from deleting additional instances.

To delete nodes in bulk:

  1. Log in to the Web client.

  2. In the Worklist, navigate to the order from which you want to delete node instances.

  3. Double-click the order.

  4. Navigate to the node from which you want to delete instances.

  5. Do one of the following:

    • To delete instances of a value node:

      • Select the check box adjacent to the instance.

      • Click the Trash icon.

    • To delete instances of a group node:

      • Select the check box on the header bar.

      • In the instance count box, specify the number of instances you want to delete.

      • Click -.

The system restricts the number of instances you can delete based on the values of the Current and Allowed parameters displayed beside the instance count box.

The system deletes the instances, starting from the last, after verifying that after deletion the instance count does not fall below the minimum permissible limit.

You can delete node instances till the number of current instances falls to the minimum permissible limit. At this point, the - icon disappears, thereby preventing you from deleting additional instances.

Suspending Orders

Suspending an order stops its processing temporarily. The order cannot be updated while it is suspended, but unlike a canceled or terminated order, you can resume its processing. See "Resuming Orders".

Note:

Make sure you understand how other systems in your order processing solution handle suspended orders. Depending on how your solution is implemented, upstream systems may not be aware that an order has been suspended.

You can choose to suspend an order with no grace period, with an infinite grace period, or with a grace period that you define. If you suspend with a defined grace period, you can also specify an interval at which jeopardy events are sent to notify other systems of the pending suspension of the order.

To suspend an order with no grace period or an infinite grace period:

  1. Do one of the following:

    • In the Results panel of the Search page, right-click an order in the table, then select Suspend Order from the menu that appears.

    • In the Order Details page, select Suspend Order from the Actions menu in the upper-right corner.

    The Suspend Order dialog box appears. The title of the dialog box includes the order number.

    Screenshot of the Suspend Order dialog box.
  2. To suspend the order immediately, click No Grace Period. To suspend the order after waiting until all in-process tasks are complete, click Infinite Grace Period.

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

  4. Click OK.

    The dialog box closes and the order is suspended. The order state is changed to Suspended.

To suspend an order with a defined grace period:

  1. Do one of the following:

    • In the Results panel of the Search page, right-click an order in the table, then select Suspend Order from the menu that appears.

    • In the Order Details page, select Suspend Order from the Actions menu in the upper-right corner.

    The Suspend Order dialog box appears. The title of the dialog box includes the order number.

  2. Click Suspend After Grace Period.

    The dialog box expands to include additional fields.

    Shows the Suspend Order dialog box withe grace period fields.
  3. In the Grace Period field, click the calendar icon and specify the date on which the suspension begins.

  4. (Optional) Use the Days, Hours, Minutes, and Seconds fields to specify an interval for jeopardy events.

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

  6. Click OK.

    The order is scheduled for suspension on the date you specified.

Resuming Orders

You can resume processing of orders that have been suspended or are in the Waiting for Revision state. The availability of this action depends on the order specification design.

To resume a suspended order:

  1. Do one of the following:

    • In the Results panel of the Search page, right-click an order in the table, then select Resume Order from the menu that appears.

    • In the Order Details page, select Resume Order from the Actions menu in the upper-right corner.

    The Resume Order dialog box appears. The title of the dialog box includes the order number.

    Screenshot of the Resume Order dialog box.
  2. (Optional) In the Reason text box, enter the reason for resuming order processing.

  3. Click OK.

    The dialog box closes and order processing resumes. The order state is set to In Progress.

Failing Orders

You can fail orders manually. Failing an order stops its processing and sets its state to Failed.

Note:

In most environments, fallout handling rules detect processing problems and automatically fail orders. Manually failing orders is therefore not normally required. There may be some situations and environments when it may be necessary to manually fail orders, however.

Make sure you understand how other systems in your order processing solution handle failed orders. Depending on how your solution is implemented, upstream systems may not be aware that an order has been manually failed.

Orders you fail manually are treated the same ways as orders failed automatically by the system. Manually-failed orders are returned by the Failed Orders predefined search along with automatically-failed orders. See "Selecting a Saved Search" for information about search for failed orders.

It is not possible to change the state of a failed order or to make other changes until you resolve the order failure. See "Resolving Order Failures".

You can choose to fail an order with no grace period, with an infinite grace period, or with a grace period that you define. If you fail the order with a defined grace period, you can also specify an interval at which jeopardy events are sent to notify other systems of the pending failure of the order.

To fail an order with no grace period or an infinite grace period:

  1. Do one of the following:

    • In the Results panel of the Search page, right-click an order in the table, then select Fail Order from the menu that appears.

    • In the Order Details page, select Fail Order from the Actions menu in the upper-right corner.

    The Fail Order dialog box appears. The title of the dialog box includes the order number.

    Screenshot of the Fail Order dialog box.
  2. To fail the order immediately, click Fail Immediate. To fail the order after waiting for all current tasks to be completed, click Infinite Grace Period.

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

  4. Click OK.

    The dialog box closes. The order's state is set to Failed and its processing stops.

To fail an order with a defined grace period:

  1. Do one of the following:

    • In the Results panel of the Search page, right-click an order in the table, then select Fail Order from the menu that appears.

    • In the Order Details page, select Fail Order from the Actions menu in the upper-right corner.

    The Fail Order dialog box appears. The title of the dialog box includes the order number.

  2. Click Fail After Grace Period.

    The dialog box expands to include additional fields.

    Shows the Fail Order dialog box with the grace period fields.
  3. In the Grace Period field, click the calendar icon and specify the date on which to fail the order.

  4. (Optional) Use the Days, Hours, Minutes, and Seconds fields to specify an interval for jeopardy events.

  5. (Optional) In the Reason text box, enter the reason for failing the order.

  6. Click OK.

    The order is scheduled for failure on the date you specified.

Resolving Dependencies

You can resolve dependencies manually so that blocked components and orders can be processed. For example, if you are analyzing a failed order and discover an unresolved dependency that is blocking the processing of a component, you can resolve it.

In some cases, resolving a dependency may require that you take action to correct a problem such as a failure in an external system. In other cases, a revision order may be received that corrects an issue in the order.

If it is not possible to resolve a dependency in some other way, you can resolve it manually in the Order Management Web client. Resolving a dependency in the Order Management Web client does not make any changes in the underlying order data, it just marks a dependency as resolved so that processing can proceed.

Note:

Resolving a dependency is specific to the order. Because dependencies are determined in orchestration plans, other orders of the same type continue to include the dependency until the design is modified.

Resolving a dependency is irreversible. If, at a later point, changes in orders or components mean that the conditions of the dependency are no longer met, the dependency remains resolved. In other words, a dependency is permanently resolved if the dependency condition has been met at least once or if the dependency has ever been resolved manually.

Caution:

Make sure you understand the impact on other systems of manually resolving dependencies. You can introduce order processing inconsistencies by manually resolving dependencies. For example, resolving a dependency may cause other systems to expect that a particular service has been provisioned when it has not.

Dependencies are managed at the component level, so when you resolve a dependency, you resolve it for all items in the component. You can use dependency IDs to understand which items will be affected by resolving a dependency. See "Understanding Dependency IDs" for more information.

The Resolve Dependency action is available only when an order is in the Failed state. After you resolve dependencies, you must resolve the order failure to allow the order to continue processing. See "Resolving Order Failures".

To resolve a dependency:

  1. In a table that lists dependencies, select one or more dependencies that you want to resolve. See "Viewing Order Dependencies" for more information about where dependencies are displayed.

  2. In the toolbar of the panel containing the table, click the Resolve Dependency or Resolve Dependencies button.

    The Resolve Dependencies dialog box appears, listing the dependencies that will be resolved.

    Screenshot of the Resolve Dependencies dialog box.
  3. Click Yes.

    The dialog box closes and the dependency is resolved.

Resolving Order Failures

When the reason for an order failure has been corrected, typically by resolving a dependency, you can resolve the order failure. See "Resolving Dependencies" for more information. Resolving the order failures allows the order to continue processing. Processing resumes automatically if there is a pending task to be completed.

To resolve an order failure:

  1. Do one of the following:

    • In the Results panel of the Search page, right-click an order in the table, then select Resolve Order Failure from the menu that appears.

    • In the Order Details page, select Resolve Order Failure from the Actions menu in the upper-right corner.

    The Resolve Order Failure dialog box appears. The title of the dialog box includes the order number.

    The screenshot shows the Resolve Order Failure dialog box.
  2. (Optional) In the Reason text box, enter the reason for resolving the failure.

  3. Click OK.

    The dialog box closes. The order state is set to In Progress and order processing resumes.

    Note:

    If the order failed because of a recognition rule failure or after reaching its point of no return (PoNR), it cannot be resolved.

Canceling Orders

You can cancel an order to stop its processing and roll back all the tasks associated with it. Canceling an order stops its processing either immediately or after a grace period that you specify. It is not possible to restart an order after it has been canceled. You must resubmit the order if you want to process it again.

Canceling an order is similar to terminating it except that terminating an order does not result in a rollback of tasks. See "Terminating Orders".

Caution:

Make sure you understand the impact on other systems of canceling orders. Depending on how your solution is implemented, upstream systems may not be aware that an order has been canceled.

You can choose to cancel an order with no grace period, with an infinite grace period, or with a grace period that you define. If you cancel the order with a defined grace period, you can also specify an interval at which jeopardy events are sent to notify other systems of the pending cancellation of the order.

To cancel an order with no grace period or an infinite grace period:

  1. Do one of the following:

    • In the Results panel of the Search page, right-click an order in the table, then select Cancel Order from the menu that appears.

    • In the Order Details page, select Cancel Order from the Actions menu in the upper-right corner.

    The Cancel Order dialog box appears. The title of the dialog box includes the order number.

    Screenshot of the Cancel Order dialog box.
  2. To cancel the order immediately, click No Grace Period. To cancel the order after waiting until all in-process tasks are complete, click Infinite Grace Period.

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

  4. Click OK.

    The dialog box closes and the order is canceled or scheduled to be canceled. While the order is in the process of being canceled, its state is Cancelling. After the cancellation is complete, the state is Canceled.

To cancel an order with a defined grace period:

  1. Do one of the following:

    • In the Results panel of the Search page, right-click an order in the table, then select Cancel Order from the menu that appears.

    • In the Order Details page, select Cancel Order from the Actions menu in the upper-right corner.

    The Cancel Order dialog box appears. The title of the dialog box includes the order number.

  2. Click Cancel After Grace Period.

    The dialog box expands to include additional fields.

    The screenshot shows the Cancel Order dialog box with the grace period fields.
  3. In the Grace Period field, click the calendar icon and specify the date on which the order should be canceled.

  4. (Optional) Use the Days, Hours, Minutes, and Seconds fields to specify an interval for jeopardy events.

  5. (Optional) In the Reason text box, enter the reason for canceling the order.

  6. Click OK.

    The order is scheduled for cancellation on the date you specified.

Terminating Orders

You can terminate orders that have not progressed through the system and cannot be recovered. A terminated order cannot be resumed. Terminating an order is similar to cancelling an order except that no tasks are rolled back. As a result, cleanup may be required after terminating an order.

Caution:

Make sure you understand the impact on other systems of terminating orders. Depending on how your solution is implemented, upstream systems may not be aware that an order has been terminated.

To terminate an order:

  1. Do one of the following:

    • In the Results panel of the Search page, right-click an order in the table, then select Terminate Order from the menu that appears.

    • In the Order Details page, select Terminate Order from the Actions menu in the upper-right corner.

    The Terminate Order dialog box appears. The title of the dialog box includes the order number.

    Screenshot of the Abort Order dialog box.
  2. (Optional) In the Reason text box, enter the reason for terminating the order.

  3. Click OK.

    The dialog box closes and the order is terminated. The order state is set to Aborted.