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Oracle® Application Integration Architecture Oracle Communications Order to Cash Integration Pack Implementation Guide for Siebel CRM, Oracle Order and Service Management, and Oracle Billing and Revenue Management
Release 11.2
Part Number E26501-03
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23 OFM - Create and Manage Trouble Ticket from Oracle OSM Business Flow: Implementation

This chapter provides an overview of the Create and Manage Trouble Ticket from Oracle OSM business flow and discusses Siebel Customer Relationship Management (Siebel CRM) interfaces, industry Oracle Application Integration Architecture (Oracle AIA) components, integration services, and fallout-enabled services for this business flow.

This chapter includes the following sections:

23.1 Creating Trouble Tickets in Siebel CRM from Oracle OSM Overview

The Create and Manage Trouble Ticket from Oracle OSM business flow enables the following integration flows:

23.2 Order Failure Notification to Oracle OSM Integration Flow

The Oracle AIA order fallout listener (AIAOrderFalloutJMSBridgeService), listens to all messages published to the Oracle AIA Error JMS Topic (AIA_ERROR_TOPIC) for errors or faults specific to order fallout by looking at the correlation ID. These fault messages are enriched and published to the central OFM in Oracle OSM.

This integration flow uses the following interfaces:

Figure 23-1 illustrates how Oracle OSM initiates the request to create a trouble after receiving an order failure notification.

Figure 23-1 Order Failure Notification to Oracle OSM

This image is described in surrounding text.

When this process initiates, the following events occur:

  1. The Enriched Fault Message containing the details pertaining to orders are pushed to the AIA_ERROR_TOPIC using the Oracle AIA Error Handling Framework. These messages are stamped with a JMS Correlation ID, for example, AIA_ORDERFALLOUT.

  2. AIAOrderFalloutJMSBridgeService picks up the messages with JMSCorrelationID, for example, AIA_ORDERFALLOUT and publishes them to the AIA_ORDERFALLOUT_JMSQ queue.

  3. AIACOMOrderFalloutNotificationJMSConsumer picks up the messages stamped with the JMS Correlation ID AIACOM_ORDERFALLOUT_CFS from the AIA_ORDERFALLOUT_JMSQ and invokes CreateOrderFalloutNotificationOSMCFSCommsProvImpl.

  4. CreateOrderFalloutNotificationOSMCFSCommsProvImpl parses the fault message, transforms it to OrderFalloutNotification message, and invokes the CreateOrderFalloutNotificationOSMCFSCommsJMSProducer service.

  5. CreateOrderFalloutNotificationOSMCFSCommsJMSProducer pushes the message to the AIA_FALLOUT_JMSQ store and forward (SAF) queue. Oracle OSM CFS picks up this message, marks the order as failed, and initiates the request to create a trouble ticket.

23.3 Creating a Trouble Ticket in Siebel CRM from Oracle OSM Integration Flow

This integration flow uses these interfaces:

Figure 23-2 describes the creation of trouble tickets in Siebel CRM from Oracle OSM.

Figure 23-2 Creating a Trouble Ticket in Siebel CRM from Oracle OSM

This image is described in surrounding text.

When this process initiates, the following events occur:

  1. The OSM Fulfillment system produces the CreateTroubleTicketEBM in the AIA_CRTTTREQ_JMSQ SAF queue.

  2. CreateTroubleTicketOSMCFSCommsJMSConsumer picks up the message from the queue and routes the message to the CreateTroubleTicketSiebelCommsProvABCSImpl service.

  3. The CreateTroubleTicketSiebelCommsProvABCSImpl service invokes the Siebel web service (SWITroubleTicketIO.wsdl: SWITroubleTicketInsert) synchronously, and the response trouble ticket ID is received in the form of a SWITroubleTicketInsert_Output message.

  4. This process invokes the CreateTroubleTicketSiebelCommsProvABCSImpl with the CreateTroubleTicketEBM and transforms the CreateTroubleTicketEBM to TroubleTicketInsert_Input ABM.

  5. The CreateTroubleTicketSiebelCommsProvABCSImpl service invokes the Siebel web service (ServiceRequest.wsdl) synchronously, and the response trouble ticket ID is received in the form of a TroubleTicketInsert_Output message. This ABM is transformed to CreateTroubleTicketResponseEBM, and the message is routed to the CreateTroubleTicketRespOSMCFSCommsJMSProducer service, which pushes the message to the AIA_CRTTTRESP_JMSQ SAF queue.

  6. Oracle OSM CFS picks up the message and stores the TroubleTicketID for reference.

23.3.1 Defining Transaction Boundaries and Recovery Details

For the Order Failure Notification to Oracle OSM and Creating a Trouble Ticket in Siebel CRM from Oracle OSM flows there are three transaction boundaries. Table 23-1 describes the transactions involved, the database operations, and what actions to take in case of an error.

For more information about system errors and business errors, see Section 27.5.2, "Using Error Type to Control Response to Order Fallout."

The following services are involved:

  • AIAOrderFalloutJMSBridgeService

  • CreateOrderFalloutNotificationOSMCFSCommsJMSConsumer

  • CreateOrderFalloutNotificationOSMCFSCommsProvImpl

  • CreateOrderFalloutNotificationOSMCFSCommsJMSProducer

  • CreateTroubleTicketOSMCFSCommsJMSConsumer

  • CreateTroubleTicketSiebelCommsProvABCSImpl

  • CreateTroubleTicketRespOSMCFSCommsJMSProducer

Table 23-1 Transaction Boundaries and Recovery Details

Transaction DB Operations In Case of Error Recovery

The AIAOrderFalloutJMSBridgeService picks up the messages with the JMSCorrelationID and publishes to AIA_ORDERFALLOUT_JMSQ.

Message enqueued in AIA_ORDERFALLOUT_JMSQ.

Rollback JMS message to AIA_ERROR_TOPIC.

Resubmit from AIA_ERROR_TOPIC.

CreateOrderFalloutNotificationOSMCFSCommsJMSConsumer picks up messages with the JMS Correlation ID AIA_ORDERFALLOUT_CFS and invokes CreateOrderFalloutNotificationOSMCFSCommsProvImpl, which parses fault message and invokes CreateOrderFalloutNotificationOSMCFSCommsJMSProducer.

Message is submitted to Oracle OSM through AIA_FALLOUT_JMSQ.

Rollback the message to AIA_ORDERFALLOUT_JMSQ.

Resubmit from AIA_ORDERFALLOUT_JMSQ.

CreateTroubleTicketOSMCFSCommsJMSConsumer picks up message and routes it to CreateTroubleTicketSiebelCommsProvABCSImpl, which invokes Siebel web service. Response trouble ticket ID is received. Response message is created, which invokes CreateTroubleTicketSiebelCommsProvABCSImpl, which routes message to CreateTroubleTicketRespOSMCFSCommsJMSProducer.

AIA cross-references created.

Message goes to queue AIA_CRTTTRESP_JMSQ.

Rollback the message to AIA_CRTTTREQ_JMSQ.

Resubmit from AIA_CRTTTREQ_JMSQ.

For more information about rollback procedures, see Oracle Fusion Middleware Developer's Guide for Oracle Application Integration Architecture Foundation Pack, "Configuring Oracle AIA Processes for Error Handling and Trace Logging", Configuring Fault Policies to Not Issue Rollback Messages.

23.4 Updating a Trouble Ticket in Siebel CRM from Oracle OSM Integration Flow

This integration flow uses the following interfaces:

Figure 23-3 describes the Trouble Ticket Update flow from Oracle OSM to Siebel CRM.

Figure 23-3 Updating a Trouble Ticket in Siebel CRM from Oracle OSM

This image is described in surrounding text.

When this process initiates, the following events occur:

  1. The Oracle OSM fulfillment system produces the UpdateTroubleTicketEBM in the AIA_UPDTTREQ_JMSQ SAF queue.

  2. UpdateTroubleTicketOSMCFSCommsJMSConsumer picks up the message from the queue and invokes the UpdateTroubleTicketSiebelCommsProvABCSImpl service.

  3. The UpdateTroubleTicketSiebelCommsProvABCSImpl service. transforms the EBM to TroubleTicketInsertorUpdate_Input ABM, and the Siebel web service is invoked to update the trouble ticket.

23.4.1 Defining Transaction Boundaries and Recovery Details

For this flow there is one transaction boundary. Table 23-2 describes the transaction involved, the database operations, and what actions to take in case of an error.

For more information about system errors and business errors, see Section 27.5.2, "Using Error Type to Control Response to Order Fallout."

The following services are involved:

  • UpdateTroubleTicketOSMCFSCommsJMSConsumer

  • UpdateTroubleTicketSiebelCommsProvABCSIm

Table 23-2 Transaction Boundaries and Recovery Details

Transaction DB Operations In Case of Error Recovery

UpdateTroubleTicketOSMCFSCommsJMSConsumer picks up the message from the queue and invokes UpdateTroubleTicketSiebelCommsProvABCSImpl, which invokes the Siebel web service to update the trouble ticket.

AIA cross-references updated.

Trouble Ticket updated in Siebel.

Message goes back to the originating queue AIA_UPDTTREQ_JMSQ.

Resubmit from AIA_UPDTTREQ_JMSQ.

For more information about rollback procedures, see Oracle Fusion Middleware Developer's Guide for Oracle Application Integration Architecture Foundation Pack, "Configuring Oracle AIA Processes for Error Handling and Trace Logging", Configuring Fault Policies to Not Issue Rollback Messages.

23.5 Siebel CRM Interfaces

The Create and Manage Trouble Ticket from Oracle OSM business flow uses this Siebel CRM interface:

This inbound web service is invoked by the Siebel ABCS to create or update a trouble ticket in Siebel CRM. If the request is for creating a new trouble ticket, then a new trouble ticket is created and the trouble ticket number is returned. If the request is to update a specific trouble ticket, typically to close the trouble ticket, then the trouble ticket is updated.

For more information about web services, see the Siebel Order Management Guide Addendum for Communications, "Web Services Reference."

23.6 Industry Oracle AIA Components

The Create and Manage Trouble Ticket from Oracle OSM business flow uses these industry components:

The industry enterprise business object (EBO) and EBM XSD files are located here: $AIA_HOME/AIAMetaData/AIAComponents/EnterpriseObjectLibrary/Industry/Communications/EBO/TroubleTicket/V1/

The industry EBS WSDL files are located here: $AIA_HOME/AIAMetaData/AIAComponents/EnterpriseBusinessServiceLibrary/Industry/Communications/EBO/TroubleTicket/V1/

For detailed documentation of individual EBOs and EBMs, click the AIA Reference Doc link on EBO and EBM detail pages in the Oracle Enterprise Repository (OER).

For more information about using the OER and configuring it to provide the AIA Reference Doc link, see Oracle Fusion Middleware Developer's Guide for Oracle Application Integration Architecture Foundation Pack, "Configuring and Using Oracle Enterprise Repository as the Oracle SOA Repository."

EBOs can be extended, for instance, to add new data elements. These extensions are protected and remain intact after a patch or an upgrade, so long as the extensibility guidelines are followed.

For more information, see Oracle Fusion Middleware Developer's Guide for Oracle Application Integration Architecture Foundation Pack, "Working with AIA Design Patterns," AIA Assets Extensibility Patterns, Extending Existing Schemas in AIA.

23.7 Integration Services

These services are delivered with this integration:

Some of these services have been enabled to use Session Pool Manager.

For more information about Session Pool Manager, see Oracle Application Integration Architecture Pre-Built Integrations 11.1: Utilities Guide, "Session Pool Manager."

For more information, see Chapter 27, "Configuring the Process Integration for Order Fallout Management."

23.7.1 UpdateTroubleTicketSiebelCommsProvABCSImpl

The UpdateTroubleTicketSiebelCommsProvABCSImpl is a service that acts as the provider for Siebel CRM Update Trouble Ticket functionality. This service does not return any response.

The UpdateTroubleTicketSiebelCommsProvABCSImpl service. transforms the EBM to TroubleTicketInsertorUpdate_Input ABM, and the Siebel web service is invoked to update the trouble ticket.

Updating open trouble tickets to Closed or adding additional failed order lines to an existing open trouble ticket are the scenarios in which an update to trouble ticket request originates from Oracle OSM CFS.

23.7.2 CreateOrderFalloutNotificationOSMCFSCommsProvImpl

The CreateOrderFalloutNotificationOSMCFSCommsProvImpl service is a BPEL process that picks up the Fault message from CreateOrderFalloutNotificationOSMCFSCommsJMSConsumer. It parses the Fault message and then constructs the OrderFalloutNotification message.

Next, the CreateOrderFalloutNotificationOSMCFSCommsJMSProducer service is invoked to enqueue the order fallout notification message in the AIA_FALLOUT_JMSQ SAF queue for Oracle OSM CFS. This action consumes and triggers a fallout event for the particular order.

23.7.3 CreateOrderFalloutNotificationOSMCFSCommsJMSConsumer

The CreateOrderFalloutNotificationOSMCFSCommsJMSConsumer service is a Mediator service that picks up the Fault message from the AIA_ORDERFALLOUT_JMSQ. It passes the Fault message to the CreateOrderFalloutNotificationOSMCFSCommsProvImpl process based on the JMS Correlation ID.

This service acts as a consumer, listening to the messages produced in AIA_ORDERFALLOUT_JMSQ.

23.7.4 CreateOrderFalloutNotificationOSMCFSCommsJMSProducer

The CreateOrderFalloutNotificationOSMCFSCommsJMSProducer is a BPEL process that enqueues the OrderFalloutNotification message to the AIA_FALLOUT_JMSQ SAF queue. Oracle OSM then picks the message from this queue and triggers a fallout event in Oracle OSM. The CreateOrderFalloutNotificationOSMCFSCommsProvImpl service invokes this service.

23.7.5 CreateTroubleTicketOSMCFSCommsJMSConsumer

The CreateTroubleTicketOSMCFSCommsJMSConsumer is a Mediator service that picks up the CreateTroubleTicketEBM message from the AIA_CRTTTREQ_JMSQ SAF queue. It routes the message to the CreateTroubleTicketSiebelCommsProvABCSImpl service. This service acts as a consumer, listening to the messages produced in the AIA_CRTTTREQ_JMSQ SAF queue.

23.7.6 CreateTroubleTicketRespOSMCFSCommsJMSProducer

The CreateTroubleTicketRespOSMCFSCommsJMSProducer is a BPEL process that enqueues the CreateTroubleTicketResponseEBM message to the AIA_CRTTTRESP_JMSQ SAF queue. Oracle OSM then picks up the message from this queue and then updates the order task with the created trouble ticket ID.

23.7.7 UpdateTroubleTicketOSMCFSCommsJMSConsumer

The UpdateTroubleTicketOSMCFSCommsJMSConsumer is a Mediator service that picks up the UpdateTroubleTicketEBM message from the AIA_UPDTTREQ_JMSQ SAF queue and invokes the UpdateTroubleTicketSiebelCommsProvABCSImpl service. This service acts as a consumer, listening to the messages produced in the AIA_UPDTTREQ_JMSQ SAF queue.

23.7.8 CreateFaultNotificationLFCommsJMSConsumer

The CreateFaultNotificationLFCommsJMSConsumer is a Mediator service that picks up the Fault message from the AIA_LFERROR_JMSQ queue. It routes this message to the BPEL service AIAAsyncErrorHandlingBPELProcess, which queues the message in the AIA_ERROR_TOPIC.

Line Fulfillment (provisioning) systems that want to notify the central fulfillment system about an error in processing the order creates an enriched fault message (fault message with order details). This enriched fault message is queued to the AIA_LFERROR_JMSQ to get the fault processed by the order fallout framework. This fault message is processed by the Order Fallout Management framework, and Oracle OSM CFS is notified about the errors in the Line Fulfillment system for a particular order.

This service acts as a consumer, listening to the messages produced in the AIA_LFERROR_JMSQ.

23.8 Business Flow Fallout-Enabled Services

The following Create and Manage Trouble Ticket from Oracle OSM business flow services are fallout-enabled:

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