Siebel Order Management Guide Addendum for Communications > Employee Asset-Based Ordering >

About Managing Order Fallout

Order fallout refers to orders that could not be fulfilled and failed to go through the billing or provisioning process. Alternatively, such an order might be referenced as an order failure. The Order Fallout Management functionality of Siebel CRM applies only to orders that fail after the order is submitted by Siebel CRM to external applications such as billing or provisioning systems. (Within the Siebel CRM order capture process, any issue with an In Progress order is captured and managed internally by Siebel CRM.) The Order Fallout Management functionality of Siebel CRM supplies a Web service to create trouble tickets for orders that fail in the external systems, and a view that displays order failure information.

Order fallout management is composed of the following phases:

Detection. An order is identified as a fallout order. The order is marked and information about the order is captured in a repository.

Notification. Individuals or systems in charge of correcting, reprocessing, or resubmitting the fallout orders are notified.

Correction. Corrective measures are taken automatically or manually. Fallout orders can also be discarded. A fallout order might be discarded because a corrected order was already resubmitted, because the user is expected to submit a new order, or because of other reasons.

Resubmission. After correction, the order is resubmitted. The process of resubmitting the order can start at the point of failure, at the beginning of the flow, or at an intermediate checkpoint.

The Correction and Resubmission phases are often identified collectively as Recovery.

In an integrated order management and fulfillment system, orders might fail in multiple places, such as the following:

• Fulfillment systems (such as Oracle Communications Billing and Revenue Management, and provisioning applications) processing an order component
• Order Lifecycle Management system (OSM Fulfillment)
• Oracle Application Integration Architecture services
• FMW infrastructures

In an integrated order management and fulfillment system, orders can fail for numerous reasons, as listed in Table 22.

When an order failure is detected in an external system, it generates a trouble ticket in Siebel CRM. An order fallout-generated trouble ticket contains information about the failed order. If order capture and order fallout functionalities are present in the same Siebel CRM instance, then the order fallout-generated trouble ticket is linked to the failed order.

As part of the correction process, the trouble ticket can be updated in Siebel CRM. Correction of a failed order can be done locally (in the fulfillment system where the order failed) or in Siebel CRM. In all cases involving correction of a failed order, a user must change the order status from Failed to either Canceled (in which case no further processing occurs) or In Progress (in which case order processing resumes).

In Siebel CRM, correction of a failed order typically involves entering missing information or modifying incorrect information either in the order header, the order line items, or a related record such as the Billing Profile, then resubmitting the order as an order revision. The revised order goes back to the fulfillment system through the integration.

For more information about order fallout-generated trouble tickets, see the chapter on service requests and trouble tickets in Siebel Communications Guide.