Bookshelf Home | Contents | Index | PDF |
Siebel Communications Guide > Service Requests and Trouble Tickets in Siebel Communications > Viewing Fallout Orders for Trouble TicketsA 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
|
Siebel Communications Guide | Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Legal Notices. | |