Order Management System Support Notifications

Purpose: Support notifications notify you when a Order Management System job has been placed in a MSG status due to an error during processing, as well as other errors such as inconsistent system control value settings.

When is a support notification sent? Order Management System sends a support notification:

•         For any job that is submitted to the Job Management Screen that is placed in a MSG status.

•         After printing the Pick Authorization Error Report.

•         If there is an issue related to the SNDRTLG or RCVRTLG periodic functions that submit or resubmit the RTLOG file to the Sales Audit module of the Oracle Retail Merchandising Foundation Cloud Service. See Integration with the Sales Audit Module of the Oracle Retail Merchandising Foundation Cloud Service for more information.

A support notification is not generated when a job is placed in an ERROR status because the job will first be placed in a MSG status. Otherwise, you would receive two support notifications for the same job.

Inconsistent system control value settings for multiple billing async jobs: Order Management System sends a System Alert email notification if the Delay Billing Updates (K85) and the Number of Billing Async Jobs to Start (F08) system control values are not set consistently across all companies in your environment. See those system control values for background.

Is a support notification sent for jobs the require user intervention? Order Management System does not send a support notification for a job that requires user intervention because the job is still running and only requires a user response in order to proceed. Instead, the system generates a Response Required Email indicating the job requires user intervention. See Working with Required Responses (WREQ) for more information on require response processing.

In this topic:

•         Support Notification Processing

•         Order Management System Support Notification

•         System Alert Email

•         Support Notification Setup

For more information: See Email Generation Setup for more information on the required and optional setup for generating email notifications through Order Management System.

Support Notification Processing

When generating a support notification or a system alert email, Order Management System checks the Support_Emails property in Working with Admin Properties (CPRP). If the Support_Emails setting contains a valid email address, Order Management System generates an Order Management System Support Notification or System Alert Email and sends the email to the specified email address(es).

Order Management System Support Notification

A sample of the support notification email is presented below.

From:

OMS@example.com

To:

Thomas Brown

Subject:

Support Notification - OMSCS-HOST/APPSERVER

Job: PICK_GEN

User: MSMITH

Job has gone into MSG status.

Contents:

•         From: The mail.from setting in Working with Admin Properties (CPRP).

•         To: The user name for the SUPPORT_EMAILS setting in Working with Admin Properties (CPRP).

•         Subject: Support Notification - HOSTNAME/APPSERVER where HOSTNAME is the server host name that is hosting the Order Management System application, and APPSERVER is the name of the actual application server instance

•         Body: 

•         Job: The name of the job that is in a MSG status. When this email is generated through the Transmitting the RTLOG File to Object Storage, this is the name of the periodic process rather than the SNDRTLG or RCVRTLG periodic function.

•         User: The user ID of the user that submitted the job.

•         If a job has gone into MSG status, the email indicates Job has gone into MSG status.

•         If the issue is related to transmitting an RTLOG file to object storage, the email indicates RTLOG failed to send to Sales Audit, check system logs for more information.

System Alert Email

A sample of system alert email is presented below.

From:

OMS@example.com

To:

Thomas Brown

Subject:

System Alert Email for Testing Company

Multiple Billings could not be started = K85 (Delayed Billing Updates) is not enabled in one or more companies.

Contents:

•         From: The mail.from setting in Working with Admin Properties (CPRP).

•         To: The user name for the SUPPORT_EMAILS setting in Working with Admin Properties (CPRP).

•         Subject: System Alert Email for Testing Company, where Testing Company is the description of the company

•         Body: Multiple Billings could not be started = K85 (Delayed Billing Updates) is not enabled in one or more companies. 

Support Notification Setup

In order to generate support notifications or system alert emails, you must complete the required setup. See Email Generation Setup for more information on the setup required to generate emails through Order Management System.

 

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