This chapter describes the Provision Order and Update Fulfillment Order business flows.
Siebel CRM sends customer order fulfillment requests to OSM COM, which decomposes them into suborders called order components. OSM uses the integration to send order components that are targeted for provisioning to either OSM in the service order management (OSM SOM) role or other order management systems.
While provisioning the order, OSM SOM manages the order lifecycle events of the order. For Cancel and Revision requests from Siebel CRM, OSM generates and executes compensation plans to match the change. OSM also manages order data updates, status updates, and fallout incidents. Throughout the fulfillment process, OSM SOM sends status and data updates to OSM COM.
OSM manages provisioning using OSM Order-to-Activate cartridges, which interact with the Oracle Application Integration Architecture (Oracle AIA) interfaces. This document assumes that you have deployed the required cartridge. See Oracle Communications Order and Service Management Cartridge Guide for Oracle Application Integration Architecture for more information about Order-to-Activate cartridges.
In this business flow, OSM COM creates provisioning orders by passing a transformed sales order to OSM SOM.
OSM COM drops the ProcessProvisioningOrderEBM message, which includes most of the SalesOrderEBO attributes, into the AIA_CRTFO_OUT_JMSQ store-and-forward queue, where OSM SOM picks it up.
There is no response for this message other than error responses that come through the Oracle AIA common error schema. OSM SOM sends updates in the ProcessFulfillmentOrderUpdateEBM message. For interface errors and request failures, the responses are passed to an Oracle AIA Error Handling service, which passes order failure information from OSM SOM to customer order management for order fallout handling.
See "Understanding the Process Integration for Order Fallout Management" for more information about order fallout.
In this business flow, OSM SOM sends milestone, status, and data updates to OSM COM.
You use OSM COM to manages order status and milestones. You can configure order status management across different fulfillment systems, including OSM SOM. You can also use milestones to track order fulfillment progress. OSM uses fulfillment system responses and status updates to trigger evaluation of rules that progress the order item status and reach new milestones. These statuses and milestones trigger aggregation rules that update the order-level status.
OSM SOM also sends data updates during order provisioning to populate order attributes used by Siebel CRM and other fulfillment systems.