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Viewing Fallout Orders for Trouble Tickets

A fallout order is an order that has failed in the fulfillment system, and for which processing has stopped. To help resolve order failures and resume order processing, Siebel Communications uses Oracle Application Integration Architecture to receive order failures as trouble tickets.

When an order is submitted from a Siebel CRM application for fulfillment, the order may fail either in Oracle Application Integration Architecture, the fulfillment system, or the provisioning system. Information about the order failure is sent by way of the integration to Siebel Communications, and a trouble ticket is created with order failure information. Siebel Communications users work the order failure-generated trouble ticket normally to correct the issue. Correcting the issue might involve resubmitting the order in the fulfillment system, or revising and resubmitting the order from Siebel CRM. After the issue is corrected, the trouble ticket can be closed automatically from the fulfillment system or manually in Siebel Communications.

NOTE:  If multiple order failures are associated with the same batch or bulk order, the fulfillment system might generate a single consolidated trouble ticket for all the order failures from that batch or bulk order. For more information about processing order failures, see the chapter on employee asset-based ordering in Siebel Order Management Guide Addendum for Communications.

To view fallout orders associated with a trouble ticket, follow this procedure.

To view information about a fallout order for a trouble ticket

1. Navigate to the Trouble Tickets screen, then the Trouble Ticket List view.
2. From the Saved Queries drop-down list, select Order Failure Trouble Tickets.

   The view displays a list of trouble tickets created for order failures.

3. Identify the trouble ticket associated with the fallout order that you want to view, and click the link in its Ticket Id field.
4. Click the Order Failure Information view tab.
5. In the Order Failure Information list, view the fallout order information associated with the current trouble ticket.

   Some fields are described in the following table.

   Field	Comments
   Order Id	Order ID code generated by the fulfillment system. Click the link to display the order that generated this trouble ticket.
   Order Line Item Id	Order line item ID code generated by the fulfillment system.
   Common Order Id	ID code mapped by the Oracle Application Integration Architecture integration to the application-generated Order Id.
   Common Order Item Id	ID code mapped by the Oracle Application Integration Architecture integration to the application-generated Order Line Item Id.
   Application Error Code	Error code from the external fulfillment system (if any).
   Global Error Code	Maps the application error code to a standardized error code that can be used to map to recovery procedures.
   Failure Code	System failure code supplied by Oracle Application Integration Architecture.
   Fulfillment Transaction Id	Transaction ID generated by the external fulfillment system for the order component. NOTE:  Some fulfillment systems do not generate a transaction ID for an order.
   System of Failure	Application in which the order failed. This field maps to the common Oracle Application Integration Architecture identifier for the application in which the order failure occurred.