Multiple Open Orders

Multiple orders may be in progress for a particular customer or even a particular installed asset at any given time.

Siebel asset-based ordering supports order stacking. Order stacking occurs when order lines are future-dated or lines take a long time to fulfill. If an order to change an asset has not yet been fulfilled and the customer calls to place another order to change the same asset, then the version of the asset changed during the second order includes the changes from the earlier order. It is vital to include changes from the earlier order so the application can ensure that the second change does not break the validation rules for the overall service and to ensure that the customer receives accurate pricing. If a customer has multiple pending orders for a single asset (for example, for the telephone service to a large office complex), then the application supports inserting a new order between the due dates of the two pending orders.

After an order has been placed, the end user can change it in the following ways:

• Create a modify order.

• Create a supplemental order.

• Create a follow-on order.

This feature is handled by two processes, Modify Order and Supplemental Order. Creating a supplemental order does not actually create an additional order; it revises an existing order.