PeopleSoft CRM 9.1 Order Capture Applications PeopleBook

Working with Order Capture Business Projects

This chapter provides overviews of Order Capture business projects and the Order Bridge and discusses how to:

Define Order Capture business projects.
View Order Capture business projects.
View the Order Bridge.

See Also

Understanding Order Capture Business Projects

PeopleSoft Customer Relationship Management (PeopleSoft CRM) delivers business projects that automatically manage certain predefined application processes. Using a business project to manage these tasks simplifies the management of conditional logic that often varies based on industry- and customer-specific needs.

Order Capture delivers three prebuilt business projects, each of which is a combination of phases and tasks designed to manage the order capture business process. Order Capture business projects are advantageous because they automate the processing steps for orders and quotes. To enable the configuration of key order processing events, Order Capture uses business projects as the agent to initiate and verify those events. Specifically, they trigger and confirm the status of key events, such as email confirmation, creation of installed product records, publishing of data to a fulfillment system, and notification of shipment completion.

Note. Order Capture business projects are registered as actions related to the order and can, therefore, be found on the Related Actions page of the Order Capture component.

This table describes the three core Order Capture business projects that the PeopleSoft system delivers:

Business Project	Object Name	Event Name	Internal Description	Triggering Event
Order	CORE_ORDER_BP	CoreOrderBP	Order Capture BP	The order status changes to Submitted. The business project is instantiated when the STATUS_CODE field on the RO_HEADER record equals a code status of 1000.
Order Maintenance	CORE_ORD_CHG_BP	CoreMaintBP	Order Change BP	When an order is maintained and submitted, the system saves changes to the order to RO_HISTORY. When an RO_HISTORY record is created with Open status, the CoreMaintBP event is triggered. The business project is instantiated when the RO_HISTORY_STATUS field on the RO_HISTORY record changes to Submitted status.
Quote	CORE_QUOTE_BP	CoreQuoteBP	Quote BP	The quote status changes to Submitted. The business project is instantiated when the STATUS_CODE field on the RO_HEADER record equals a code status of at least 1000.

Note. Order Capture also supports industry-specific business projects. Features and functionality such as service management, phone number administration, client management, policy and claims presentment, banking transactions, bill presentment and account management, and High Technology include their own business projects that are tailored to the specific needs of their respective industries. Consult the documentation for those applications to better understand how their business projects work with the Order Capture framework.

Understanding the Order Bridge

The Order Bridge provides an alternate view of order progress than a business project. Each task in a business project might generate additional system tasks, for example, notifications, Application Engine Processes, and messages sent or received from other external PeopleSoft applications or third-parties. These tasks do not appear on the Business Project page, but they do appear on the Order Bridge.

Each business project that is associated with an order appears separately. Order Bridge is accessible only from the Fulfillment tab on the Order page. Events appear in a hierarchical view with the business project at the top, followed by phases, tasks, and events that are generated by the task, including subprojects.

Defining Order Capture Business Projects

This section provides an overview of business project definition and discusses how to set up and view Order Capture business projects.

Note. This section supplements the general PeopleSoft CRM documentation, which explains how to set up business projects for all PeopleSoft CRM applications. Because Order Capture delivers a centralized Capture Type Workbench, the method to set up business projects differs slightly from other PeopleSoft CRM applications.

See Also

Setting Up Business Projects

Understanding Business Project Definition

Order, quote, and maintenance business projects, like other business projects, are broken down into phases, tasks, and transition rules. Tasks are the basic unit of work in a business project. Phases represent groups of tasks. When you create phases, tasks, and transition rules, you define the central element of the business project. Transition rules establish the conditions by which the business project moves from one phase to the next.

Phases

Phases encapsulate one or more related tasks and constitute the main steps of the business project. Phases are always performed sequentially. For each phase in a business project, you define its possible target phases and the conditions under which each target is appropriate. These conditions are called transition rules.

Order Capture business projects contain several phases. For example, the order business project (CORE_ORDER_BP) has eight main phases, but the quote business project (CORE_QUOTE_BP) has only two phases. These specific phases are explained below.

Tasks

When you set up a phase, you define the sequence of tasks in the phase. Tasks are single actions that directly correspond to an Application Engine program or Data Mover script. A new task begins when all preceding tasks in a phase are complete.

Tasks within a single phase can be performed either in parallel or in sequence. To define tasks in parallel, you assign each task the same sequence number. Sequence numbers for several tasks in Order Capture business projects have the same sequence number and are, therefore, performed simultaneously.

Note. To view sequence numbers, access the Capture Type Workbench, Business Projects page.

See Defining Business Process Conditions.

Transition Rules

Transition rules determine the transition from one phase to the next, based on the success or failure of tasks within the phase. The outcome of a task can be:

Cancelled.
Complete - Success.
Complete - Failed.

See Also

Defining Tasks

Defining Phases

Setting Up and Viewing Order Capture Business Projects

Out-of-the-box, PeopleSoft delivers hardcoded conditions to determine the triggering action that first launches the business project. These hardcoded conditions can be overridden by defining your own condition. This is done from the Capture Type Workbench: Set Up CRM, Product Related, Order Capture, Capture Type Workbench, in the Business Process Conditions page.

Click on the Edit button to edit the condition. You then use the AAF condition builder, selecting AAF Terms defined for Order Capture, and the proper operators and values.

When defining the Event Name within the Capture Type Workbench, the system is expecting certain names, and if an unrecognized name is used, it will assume that the Business Project tied to that event should always be run, depending on the condition defined. When no condition is defined for an unrecognized event name, the business project will always be run when an order is submitted.

This table lists the predefined event names:

Event Name	Description
CommChange	Communications Change Order in Service Management
CommActivateService	Communications Activate Service in Service Management
CommChangeService	Communications Change Service in Service Management
CommDisconnectService	Communications Disconnect Service in Service Management
CommResumeService	Communications Resume Service in Service Management
CommSuspendService	Communications Suspend Service in Service Management
CoreCancelService	Core Order Cancel Service in Service Management
CoreMaintBP	Core Order Maintenance
CoreOrderBP	Core New Order
CoreQuoteBP	Core New Quote
CoreRenewService	Core Order Renew Service in Service Management
ESAOrderBP	Core Order with Proposal Management (Engagement Service products)
PACRequest	Port Authorization Code request in Service Management
PortInRequest	Port-In request in Service Management
Telco New Order BPEL	Communications New Order
CommSuspendChangeService	Communications Suspend and Change Service in Service Management

Access the Business Project Events page in Capture Type Workbench: Set Up CRM, Product Related, Order Capture, Capture Type Workbench, Business Project Conditions.

Here you can perform the following tasks:

Add business project events that are triggered for the Order or Quote.
Add business project events that are triggered for the Service Management Order.
Enable or disable delivered business projects.
Alter the sequence of the business project events so that they are triggered sequentially or in parallel.
Allow multiple instances of the business project.

This task is recommended for Order Maintenance but not for Order or Quote.

See Setting Up Business Projects.

Viewing Order Capture Business Projects

This section discusses how to:

View the Order Capture business project tree.
Review phases of the order business project.
Review phases of the order maintenance business project.
Review phases of the quote business project.

See Also

Using Business Projects

Page Used to View Order Capture Business Projects

Page Name	Definition Name	Navigation	Usage
Business Project Status	RC_BP_STATUS	Orders and Quotes, Search Orders and Quotes, Related Actions Click the View Details button on the Related Objects page.	View the status of all three Order Capture business projects.

Page Name

Definition Name

Navigation

Usage

Business Project Status

RC_BP_STATUS

Orders and Quotes, Search Orders and Quotes, Related Actions

Click the View Details button on the Related Objects page.

View the status of all three Order Capture business projects.

Viewing the Order Capture Business Project Tree

Access the Business Project Status page (Orders and Quotes, Search Orders and Quotes, Related Actions. Click the View Details button on the Related Objects page).

The Order Capture business project tree provides a visual representation of the business project. The left side of the page displays all phases and their possible targets. Clicking a phase causes the right side of the page to display details such as the phase's task list and the transition rules for each of its targets. The first phase appears at the top of the tree, and each time a transition to a different phase occurs, that new phase is added to the tree. Because business project definitions permit any phase to transition to any other phase, a single phase can be instantiated more than once and, as a result, can appear multiple times in the tree.

Note. Only phases that have been instantiated appear in the tree. The system does not display future phases because it cannot tell which ones will be instantiated.

Status	Enter the overall status of the Order Capture business project. When you first invoke a business project, the status is In Process. You can manually change the status to Cancel any time before the business project is finished. When the project is finished, the system updates the status to Complete. You cannot manually set the business project status to Complete. The only way to complete a business project is to transition from the last activity either manually or automatically.
Outcome	Appears only for sub-business projects whose outcomes are set manually. Once the sub-business project is complete, set the outcome to either Success or Failed.
Description	Displays the text from the field specified on the Parent Object page of the business project definition. If the information is not descriptive enough, return to the parent object to modify it. The description is the only information provided about the parent object from which this business project was invoked.
and	These icons appear at the top level of the tree hierarchy. They indicate phases that have been instantiated. They enable you to expand and collapse the tree.
	Indicates the second level of the tree hierarchy.
	Indicates that the task or phase is in progress.
	Indicates that the task or phase is canceled.
	Indicates that the task was successfully completed or that the phase is complete. Note. Phases do not distinguish between successful and unsuccessful completion.
	Indicates that the task has failed. Note. This icon does not necessarily mean that the task will end. For example, the Order Maintenance business project automatically checks shipment status every 120 minutes. If no shipment has been made or if the order has not been canceled, the task displays this icon, and the business project repeats the task. The task continues to kick off every two hours (placing this icon in the Tree Viewer each time) until successful. For each instance of no shipment or order cancellation, you see this icon in the tree.

Phase Detail

This region appears when you select a phase from the business project summary region.

Phase	Displays the name of the phase currently selected in the business project tree.
Status	Displays the phase status. Values are: In Process, Complete, or Canceled. (If you cancel a business project, the phase that was in progress is also canceled.) Phase statuses don't distinguish between successful and unsuccessful completion.
Transition Rule	Displays how the system transitioned to the selected phase, or indicates that transition was performed manually. If the phase is not complete, no text appears.
Target Phase	To make a manual transition, select the next phase and save the page. You can do this only if the transition definition specifies a manual transition. Manually transitioning out of a phase changes the source phase's status to Complete, but it does not affect the status of any of the incomplete tasks in the source phase.

Updating the Tree

Save and Update Tree

Click to save changes to the page and to update the business project tree based on those changes. For example, click this button to complete a manual transition after you select a phase from the Target Phase drop-down list box.

Reviewing Phases of the Order Business Project

Access the Business Project Status page (Orders and Quotes, Search Orders and Quotes, Related Actions. Click the View Details button on the Related Objects page).

Order Business Project (CORE_ORDER_BP) Phases

Contract Request	If the PeopleSoft Contracts integration is active, this phase examines the Contract Mapping table for the Customer and Business Unit on the order to determine if a contract number exists. If it does, this phase is marked Complete. If no contract number exists for this customer and business unit, a Contract Request message is sent to the PeopleSoft Contracts system, and the phase waits until PeopleSoft CRM receives a response from PeopleSoft Contracts with the contract number. Once the response is received, this phase is marked Complete. If the integration with Transaction Billing Processor (TBP) in PeopleSoft Contracts is not active, this phase is set to Complete automatically and the business project moves on to the next phase. Note. The Workflow Rule RO Contract Request, which is the event performed by the CONTRACT_REQ task, runs the Application Engine program RO_CONTR_EIP.
Installed Product Creation	For order lines that require installed products, this phase creates the installed products with the status as indicated in the Product Definition component. The order may contain products that require an installed product, as indicated by the Installed Product page in the Product Definition component. In addition, when creating installed products for serialized items, the system creates one installed product for each quantity ordered. For nonserialized items, the system creates a single installed product for the entire quantity ordered on the order line. Installed products contain values from the order, such as customer information, site, order ID, and quantity ordered. Note. The Workflow rule RO_Create Inst Prod, which is the event performed by the CREATE_IP task, runs the Application Engine program RO_CREATE_IP. See Defining Products.
Agreement Creation	If the order contains an agreement product, the Agreement Creation Phase creates the new agreement or updates the existing agreement with the products being covered. Note. The Workflow rule RO_Create Agreement, which is the event performed by the CREATE_AG task, runs the Application Engine program RO_CREATE_AG. See Setting Up and Managing Agreements and Warranties.
Publish Order	If the CRM system is set up to fulfill orders by an external system, the Publish Order phase publishes order details. The CRM_SALES_ORDER application message must be active for the phase to perform this task. If the TBP integration is active and the order contains service or agreement products, this phase publishes the CONTRACT_TXN application message if the message is active. Note. The Workflow rule RO_EIP Publish, which is the event performed by the PUB_NEW_ORDER task, runs the Application Engine program RO_EIP_PUB. If your ordering process does not include an integration to a supply chain management system for order fulfillment, remove this phase from the business project to avoid getting errors from the RO_EIP_PUB process. To do so: Make a copy of the business project using the Business Project Definitions Save As page. You cannot modify the business project directly if an instance of it is currently in process. Delete the Publish Order phase from the Transitions page on the newly cloned business project. Make sure to update the Source and Target phases to account for the removal of the phase. Save the new business project. Replace the current business project with this new business project on the Type Definition - Business Process Conditions Workbench page for the appropriate setID and capture type. See Integrating with Fulfillment and Billing Systems.
Order Email Confirmation	This phase uses the Multi-Channel Framework to send an email confirmation to the primary email address of the contact on the order. On completion of this phase, the system creates a correspondence entry on the Related Objects page of the order. The confirmation email provides a current snapshot of the order, including order number, status, order line details, order totals, and shipping details. If no primary email address exists for the order contact, no email confirmation is sent. Note. The Workflow rule, RO Order Email Confirmation, which is the event performed by the ORDER_EMAIL task, runs the Application Engine program RO_SND_EMAIL.
Shipment Completion	This phase examines the status of the order header for a Completed or Cancelled status. If the order is found to be complete or canceled, this phase exits with a Successful status. If the order contains service or agreement products, the order line status for these products will be set to Complete as no fulfillment process is necessary. If this order contains only service or agreement products, the order header status will be set to Completed and this phase exits with a Successful status. Should this order contain products requiring fulfillment, this phase will wait until the fulfillment process notifies the business project that all lines are fulfilled. This can happen through the Advanced Shipping Notice, Sales Order Status, or Real-Time Status integration points. Once the business project is notified that all lines are fulfilled, this phase exits with a Successful status. Note. The Workflow rule RO_Check Shipment Completion, which is the event performed by the CHK_SHP_COMPLETE task, runs the Application Engine program RO_SHP_OVR.
Service Order Creation	Installed products created in an earlier phase may need a service order. This phase creates service orders for any installed products that are flagged as Service Order Required on the Product Definition page. The service listed on the Product Definition page is used to create the service orders. This phase is the final phase of the business project, and it does not run until the order is completed or canceled. Note. The Workflow rule RO_Create Service Order, which is the event performed by the CREATE_SO task, runs the Application Engine program RO_CREATE_SO.

Reviewing Phases of the Order Maintenance Business Project

Access the Business Project Status page (Orders and Quotes, Search Orders and Quotes, Related Actions. Click the View Details button on the Related Objects page).

Order Maintenance Business Project (CORE_ORD_CHG_BP) Phases

Order Email Confirmation	This same phase is used in the Order Capture business project. It provides a current snapshot of the order following order maintenance.
Publish Order Change	If the order is to be fulfilled by an external system, this phase publishes the order maintenance details, if the application message CRM_SALES_ORDER_CHANGE is active. If the PeopleSoft Contracts integration is active and the order contains service or agreement products, this phase publishes the CONTRACT_TXN application message if the message is active. Note. The Workflow rule RO EIP Change Pub, which is the event performed by the PUB_CHG_ORDER task, runs the Application Engine program RO_EIP_CHPUB. If your ordering process does not include an integration to a supply chain management system for order fulfillment, refer to the Publish Order field description in the Reviewing Phases of the Order Business Project section for information on removing this phase from the business project. See Integrating with Fulfillment and Billing Systems.
Order Changes Complete	This phase examines the status of the order history (RO_HISTORY) by looking for any change history records with Open status. If no open history records are found, this phase exits with a successful completion. If the open history records exist, this phase will wait until it is notified that the changes have been processed. The Sales Order Change Notice integration point informs the business project that the requested changes were processed and allows this phase to exit with a Successful status. Note. The Workflow rule RO_Check Order Changes, which is the event performed by the CHK_ORDCH_COMPL task, runs the Application Engine program RO_ORDCH_OVR.
Installed Product Creation	The order may contain products that require an installed product, as indicated by the Installed Product page in the Product Definition component. For any order lines that were maintained that require installed products, this phase adds, changes, or deletes the installed products as necessary. Maintenance actions involved in adding, creating, or deleting installed products include adding new lines to the order, changing the quantity of existing lines on the order, or canceling lines on the order. In addition, when creating installed products for serialized items, the system creates one installed product for each quantity ordered. For nonserialized items, the system creates a single installed product for the entire quantity ordered on the order line. Installed products inherit values from the order, such as the customer information, site, order ID, and quantity ordered. Note. The Workflow rule RO_Create Inst Prod, which is the event performed by the CREATE_IP task, runs the Application Engine program RO_CREATE_IP.
Order Notification	This phase determines the confirmation or rejection of the requested order maintenance by examining the order history (RO_HISTORY). Should notifications be required for the order, as defined in the Order Capture business unit setup, this phase uses correspondence management to create a maintenance confirmation email, and may also create a worklist entry for the customer service representative who entered the most recent order maintenance. Note. The Workflow rule RO Order Change Notification, which is the event performed by the ORDER_NOTIFY task, runs the Application Engine program RO_ORD_NOTIF. See Integrating with Fulfillment and Billing Systems.

Reviewing Phases of the Quote Business Project

Access the Business Project Status page (Orders and Quotes, Search Orders and Quotes, Related Actions. Click the View Details button on the Related Objects page).

Quote (CORE_QUOTE_BP) Phases

Order Email Confirmation

This is the same phase that is used in the Order Capture business project. It provides a current snapshot of the quote.

Publish Order

When using an external fulfillment system, this phase publishes the quote details if the application message CRM_QUOTE is active.

Note. The Workflow rule RO_EIP Publish, which is the event performed by the PUB_NEW_ORDER task, runs the Application Engine program RO_EIP_PUB.

If your ordering process does not include an integration to a supply chain management system for order fulfillment, refer to the Publish Order field description in the Reviewing Phases of the Order Business Project section for information on removing this phase from the business project.

See Integrating with Fulfillment and Billing Systems.

See Also

Monitoring Business Projects

Viewing the Order Bridge

This section discusses how to view the Order Bridge.

Note. The Order Bridge displays only business project instance details; it does not display the details of instances of business processes, which are created externally by web services.

See Also

Understanding Business Units

Page Used to View the Order Bridge

Page Name	Definition Name	Navigation	Usage
Fulfillment	RO_FULFILLMENT	Orders and Quotes, Add Order, Order, Fulfillment Orders and Quotes, Search Orders and Quotes, Order, Fulfillment	View detailed order-related events.

Viewing the Order Bridge

Access the Fulfillment page (Orders and Quotes, Add Order, Order, Fulfillment).

Business Project	A business project is a structured, workflow-enabled task list. It is used to coordinate and track the work involved in performing tasks. Usually, only one business project exists per order.
Phase	A phase is a group of tasks. Each phase has to be completed before it will transition to next one. A phase is completed when all tasks are completed or failed.
Task	Basic unit of business projects.
Event	An event is any transaction created in the system. It might occur in different components, and is uniquely identified.
Integration Broker	PeopleSoft Integration Broker facilitates synchronous and asynchronous messaging with other PeopleSoft applications and with third-party systems. PeopleSoft Integration Broker uses a variety of communication protocols, while managing message structure, message content, and transport disparities.
Application Engine Process	An Application Engine process is run for automatic tasks. It might create messages, sub-business projects, and transition to next task.
Sub-business project	Sub-business projects are business projects that are incorporated into phases of other business projects.