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

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1 About the Task Web Client

This chapter provides overview information and describes the basic functions of the Oracle Communications Order and Service Management (OSM) Task Web client.

OSM includes two Web clients that you can use to manage orders:

Overview of the Task Web Client

The Task Web client provides the user interface for order tracking and operational reporting information. You use it to create, view, edit, track, and report on orders and tasks in the OSM system using Internet Explorer 7. The system administrator and a user who is a part of the OMS_client group can access the OSM Task Web client.

Figure 1-1 shows the Worklist, which is the main screen you use for managing orders:

Figure 1-1 Task Web Client Worklist

The figure shows a screenshot of the Task Web Client Worklist.

In this figure, each row in the table represents a task instance for a particular order. The task column shows what needs to be done with the task before it can continue processing.

You use the Worklist to manage your tasks. It displays a list of orders currently located at the task or tasks for which you are responsible. You can view, add, or modify the data associated with an order by selecting the order from the Worklist. Sorting and filtering options help you to find orders in the Worklist.

What You Do with the Task Web Client

You use the Task Web client to do the following:

About OSM Tasks

Most of the work you perform in the Task Web client is based on completing OSM tasks. A task is a step in a process. Typically, tasks are activities on an order and can be manual or automated. Orders that are in progress (pending completion) can be located at one or more tasks simultaneously. This means that one or more users can be working on a single order simultaneously, though only one user can work on a specific task for that order at any one time.

Manual tasks are tasks that you perform using the Task Web client. As an order moves through a process, it arrives at tasks based on the way the process is defined. When an order arrives at a task, it is added to the worklist of all the members of all the workgroups who are assigned to work on that task. Users belonging to those workgroups can see the new task in their worklist when they refresh the Worklist page by clicking the Refresh button. Users can select a task from their worklist to view the assigned task in the order process.

Automated tasks are used primarily to provide interfaces to other systems. When you create an automated task, you must also configure at least one automation plug-in to perform the intended operation. Design Studio provides several built-in plug-ins, or you can develop your own plug-in using a custom template. See OSM Developer's Guide for more information.

A task duration is specified in Design Studio, and is used to calculate expected duration of an order. The duration of a task is of the following types:

See OSM Concepts for more information on task types, states and statuses

Task states are used to indicate what is happening to a task. Tasks have the following predefined states:

You can manually change the state of a task. Changing the state of the task is known as transitioning the task. Also, the state of the task transitions automatically when you perform an action, such as complete the task. See "Changing the State and Status of a Task" for more information.

About OSM Processes

A process is a sequence of tasks that are executed consecutively or concurrently to fulfill an order or part of an order.

Processes are of the following types:

Standard and workstream tasks are defined by the designer in Design Studio.

About Managing Orders

In most cases, orders are created in an external system such as a CRM, and sent to OSM for processing.

A typical process for managing an order is as follows:

  1. The task is displayed in your Worklist.

  2. You accept the task.

  3. You use the Order Editor to make the required changes to the task data.

  4. You complete the task.

When you work on orders, you can add remarks to them to capture any notes about the order. You can also attach documents to the order.

In addition to normal processing of orders, you can also do the following: