23 Implementing the Create and Manage Trouble Ticket from OSM Business Flow

About the Order Failure Notification to 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. Errors or faults with a correlation ID of AIA_ORDERFALLOUT_CFS are enriched and published to OSM.

This integration flow includes the following services:

• AIAOrderFalloutJMSBridgeService

• CreateOrderFalloutNotificationOSMCFSCommsJMSConsumer

• CreateOrderFalloutNotificationOSMCFSCommsProvImpl

• CreateOrderFalloutNotificationOSMCFSCommsJMSProducer

Figure 23-1 shows the sequence of integration services through which the fallout notification message passes for the Order Failure Notification to OSM integration flow.

Figure 23-1 Order Failure Notification to OSM Sequence

When this process initiates, the following events occur:

1. The AIAOrderFalloutJMSBridgeService listener picks up an enriched fault message with a JMSCorrelationID value of AIA_ORDERFALLOUT_CFS from the AIA_ERROR_TOPIC topic and adds it to the AIA_ORDERFALLOUT_JMSQ queue.

2. The CreateOrderFalloutNotificationOSMCFSCommsJMSConsumer service picks up the message and sends it to the CreateOrderFalloutNotificationOSMCFSCommsProvImpl service.

3. CreateOrderFalloutNotificationOSMCFSCommsProvImpl transforms the message into the OrderFalloutNotificationEBM message and sends it to the CreateOrderFalloutNotificationOSMCFSCommsJMSProducer service.

4. CreateOrderFalloutNotificationOSMCFSCommsJMSProducer adds the message to the AIA_FALLOUT_JMSQ queue, where OSM in the central order management role (OSM COM) picks it up.

5. OSM COM marks the order as failed and initiates the request to create a trouble ticket for Siebel CRM.

About the Creating a Trouble Ticket in Siebel CRM from OSM Integration Flow

This integration flow includes the following services:

• CreateTroubleTicketOSMCFSCommsJMSConsumer

• CreateTroubleTicketSiebelCommsProvABCSImpl

• CreateTroubleTicketOSMCFSCommsJMSProducer

Figure 23-2 shows the sequence of integration services through which the fallout notification message passes for the Creating a Trouble Ticket in Siebel CRM from OSM integration flow.

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

The integration creates trouble tickets in Siebel CRM from OSM as follows:

1. OSM COM adds the CreateTroubleTicketEBM message to the AIA_CRTTTREQ_JMSQ queue.

2. The CreateTroubleTicketOSMCFSCommsJMSConsumer service picks up the message and sends it to the CreateTroubleTicketSiebelCommsProvABCSImpl service.

3. CreateTroubleTicketSiebelCommsProvABCSImpl transforms CreateTroubleTicketEBM into an application business message (ABM) and sends it to the SWITroubleTicket Siebel CRM web service with the SWITroubleTicketInsert operation.

4. SWITroubleTicket sends a response ABM that includes the trouble ticket ID to CreateTroubleTicketSiebelCommsProvABCSImpl.

5. CreateTroubleTicketSiebelCommsProvABCSImpl transforms the ABM into the CreateTroubleTicketResponseEBM message and sends it to the CreateTroubleTicketRespOSMCFSCommsJMSProducer service.

6. CreateTroubleTicketRespOSMCFSCommsJMSProducer adds CreateTroubleTicketResponseEBM to the AIA_CRTTTRESP_JMSQ queue.

7. OSM COM picks up the message and stores the trouble ticket ID for reference.

Defining Transaction Boundaries and Recovery Details

Table 23-1 describes the transactions, the database operations, and what actions to take in case of an error for these flows.

The following services are involved:

• AIAOrderFalloutJMSBridgeService

• CreateOrderFalloutNotificationOSMCFSCommsJMSConsumer

• CreateOrderFalloutNotificationOSMCFSCommsProvImpl

• CreateOrderFalloutNotificationOSMCFSCommsJMSProducer

• CreateTroubleTicketOSMCFSCommsJMSConsumer

• CreateTroubleTicketSiebelCommsProvABCSImpl

• CreateTroubleTicketRespOSMCFSCommsJMSProducer

See the discussion of configuring Oracle AIA processes for error handling and trace logging in Oracle Fusion Middleware Developer's Guide for Oracle SOA Core Extension for more information about rollback procedures.

Updating a Trouble Ticket in Siebel CRM from OSM Integration Flow

This integration flow uses the following interfaces:

• UpdateTroubleTicketOSMCFSCommsJMSConsumer

• UpdateTroubleTicketSiebelCommsProvABCSImpl

Figure 23-3 shows the sequence of integration services through which the trouble ticket update message passes for the Updating a Trouble Ticket in Siebel CRM from OSM integration flow.

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

The integration updates trouble tickets in Siebel CRM from OSM as follows:

1. OSM COM adds the UpdateTroubleTicketEBM message to the AIA_UPDTTREQ_JMSQ queue.

2. The UpdateTroubleTicketOSMCFSCommsJMSConsumer services picks up the message and sends it to the UpdateTroubleTicketSiebelCommsProvABCSImpl service.

3. UpdateTroubleTicketSiebelCommsProvABCSImpl service transforms UpdateTroubleTicketEBM into an ABM and sends it to SWITroubleTicket with the SWITroubleTicketInsertorUpdate operation.

4. SWITroubleTicket sends a response ABM to UpdateTroubleTicketSiebelCommsProvABCSImpl.

AIAOrderFalloutJMSBridgeService

The AIAOrderFalloutJMSBridgeService service is a mediator service that does the following:

1. Picks up the fault message from the AIA Error Topic.

2. Adds the fault message to the AIA_ORDERFALLOUT_JMSQ.

This service persists the enhanced fault message into a fallout queue so that it can be retried in case of errors in the downstream process. In this business flow, the messages in this queue are used to send an order failure notification to OSM.

CreateOrderFalloutNotificationOSMCFSCommsJMSConsumer

The CreateOrderFalloutNotificationOSMCFSCommsJMSConsumer service is a Mediator service that does the following:

1. Picks up the fault message from the AIA_ORDERFALLOUT_JMSQ.

2. Sends 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.

CreateOrderFalloutNotificationOSMCFSCommsProvImpl

The CreateOrderFalloutNotificationOSMCFSCommsProvImpl service is a business process execution language (BPEL) process that does the following:

1. Picks up the fault message from CreateOrderFalloutNotificationOSMCFSCommsJMSConsumer.

2. Transforms the fault message into the OrderFalloutNotificationEBM message.

3. Sends OrderFalloutNotificationEBM to the CreateOrderFalloutNotificationOSMCFSCommsJMSProducer service.

CreateOrderFalloutNotificationOSMCFSCommsJMSProducer

The CreateOrderFalloutNotificationOSMCFSCommsJMSProducer is a BPEL process that does the following:

1. Receives OrderFalloutNotificationEBM from CreateOrderFalloutNotificationOSMCFSCommsProvImpl.

2. Adds the EBM to the AIA_FALLOUT_JMSQ queue from which OSM picks up the message to trigger an OSM fallout event

CreateTroubleTicketOSMCFSCommsJMSConsumer

The CreateTroubleTicketOSMCFSCommsJMSConsumer is a Mediator service that does the following:

1. Picks up the CreateTroubleTicketEBM message from the AIA_CRTTTREQ_JMSQ queue.

2. Checks the value of the target ID on the EBM and does one of the following:

   • If the target ID is CPQ_01, sends the EBM to CreateTroubleTicketCQCommsJMSProducer.

   • If the target ID is SEBL_01, sends the EBM to CreateTroubleTicketSiebelCommsProvABCSImpl.

This service acts as a consumer, listening to the messages produced in the AIA_CRTTTREQ_JMSQ SAF queue.

CreateTroubleTicketSiebelCommsProvABCSImpl

The CreateTroubleTicketSiebelCommsProvABCSImpl service is an asynchronous BPEL process that does the following:

1. Receives CreateTroubleTicketEBM from CreateTroubleTicketOSMCFSCommsJMSConsumer.

2. Transforms CreateTroubleTicketEBM into the Siebel CRM web service input.

3. Invokes the Siebel web service to create the trouble ticket.

4. Receives a response from the web service with the trouble ticket ID.

5. If the TroubleTicket.GenerateTroubleTicketResponse configuration property is set to True or if the response code attribute is specified on the EBM, transforms the response ABM into the CreateTroubleTicketResponseEBM and sends it to CreateTroubleTicketRespOSMCFSCommsJMSProducer.

This service is enabled to use Session Pool Manager.

See Oracle Application Integration Architecture Pre-Built Integrations 11.1: Utilities Guide for more information about Session Pool Manager.

CreateTroubleTicketRespOSMCFSCommsJMSProducer

The CreateTroubleTicketRespOSMCFSCommsJMSProducer is a BPEL process that does the following:

1. Receives CreateTroubleTicketResponseEBM from CreateTroubleTicketSiebelCommsProvABCSImpl.

2. Adds CreateTroubleTicketResponseEBM to the AIA_CRTTTRESP_JMSQ SAF queue from which OSM picks up the message and updates the order task with the created trouble ticket ID.

UpdateTroubleTicketOSMCFSCommsJMSConsumer

The UpdateTroubleTicketOSMCFSCommsJMSConsumer is a Mediator service that does the following:

1. Picks up the UpdateTroubleTicketEBM message from the AIA_UPDTTREQ_JMSQ queue.

2. Sends UpdateTroubleTicketEBM to UpdateTroubleTicketSiebelCommsProvABCSImpl.

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

UpdateTroubleTicketSiebelCommsProvABCSImpl

The UpdateTroubleTicketSiebelCommsProvABCSImpl is a BPEL process that does the following:

1. Receives UpdateTroubleTicketEBM from UpdateTroubleTicketOSMCFSCommsJMSConsumer.

2. Transforms the EBM into the TroubleTicketInsertorUpdate_Input ABM.

3. Invokes the Siebel CRM web service to update the trouble ticket.

CreateFaultNotificationLFCommsJMSConsumer

The CreateFaultNotificationLFCommsJMSConsumer is a Mediator service that does the following:

1. Picks up the fault message from the AIA_LFERROR_JMSQ queue.

2. Sends the fault message to the AIAAsyncErrorHandlingBPELProcess service, which adds the message to the AIA_ERROR_TOPIC topic.

Provisioning systems that want to notify the central fulfillment system about an error in processing the order create a fault message that includes order details which is added to the AIA_LFERROR_JMSQ. This fault message is processed by the Order Fallout Management framework, and OSM is notified about the errors in the provisioning system for the order.

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