Siebel Order Management Guide Addendum for Industry Applications > Workflows for Employee Ordering >

Modifying the Service Profile

This group of workflows allows a user to modify a service profile by requesting new service items. It consists of the workflow process and nested subprocesses:

SIS OM New Products & Services Process

This workflow displays the active quote, if there is one, or a newly created quote in the Quote Detail view. The user can then add line items, add or delete an asset, or change the attributes of the asset. This workflow is shown in Figure 10.

A user initiates this workflow by clicking the New button in the Account screen's Service Items view, Billing Items view, or Customer Portal view.

Figure 10. SIS OM New Products & Services Process Workflow

Click for full size image

Workflow Description. This workflow does the following:

  1. Retrieves the active quote.

    2. The workflow retrieves the active quote from the session. If there is no active quote, a new quote is created and set as the active quote. If there is an active quote, the Check Active Quote subprocess checks that the quote is associated with the same customer account as the asset being modified, and that the quote has a status of In Progress. See SIS OM Active Quote Sub-Process. If the quote does not meet these criteria, the workflow creates a new quote and sets it as the active quote.

  2. Designates the billing and service accounts.

    3. If the billing account and the service account have not been specified for the Quote header, they are automatically filled. See SIS OM Auto Select Quote Billing and Service Accounts - SIA.

  3. Displays the active quote in the Quote Detail view. See SIS OM Go to Quote Detail View Sub-Process.

SIS OM Auto Select Quote Billing and Service Accounts - SIA

If the service and billing accounts have not been specified for a quote and the accounts can be uniquely identified, this workflow fills these fields. This workflow is shown in Figure 11.

The SIS OM New Products & Services Process initiates this workflow.

Figure 11. SIS OM Auto Select Quote Billing and Service Accounts - SIA Workflow

Click for full size image

Workflow Description. This workflow does the following:

  1. Retrieves the service account and billing account from the quote header.
  2. If the service account is not specified, checks the service accounts associated with the customer account in the quote header.
  3. If it does not find associated service accounts, sets the service account to the quote's customer account.
  4. If it does not find service accounts associated with the quote, sets the service account to the quote's customer account. If the account in the quote header is a service or billing account, and not a customer account, the workflow sets the service account to the account in the quote header.
  5. If it finds only one associated service account, sets the service account to the first service account retrieved.
  6. Repeats Step 2 through Step 4 for the billing account.

Associated Business Service Methods. The following table shows the steps in this workflow that call business service methods.

Workflow Step
Business Service Method Called
Set OH Service Account Id = OH ...
SetLIAccounts
Set OH Service Account ID = Auto ...
SetLIAccounts
Set OH Billing Account Id = OH ...
SetLIAccounts
Set OH Billing Account ID = Auto ...
SetLIAccounts


 Siebel Order Management Guide Addendum for Industry Applications 
 Published: 18 April 2003