This chapter describes the Update Sales Order business flow and explains the concepts from Siebel CRM that are related to the business flow.
The Update Sales Order business flow enables the following integration flows:
Updating sales order data.
Updating sales order status
OSM sends updated order data provided by downstream provisioning systems. For example, the service instance ID is blank on the sales order message from Siebel CRM. When a provisioning system assigns the service instance ID and sends a response to OSM, OSM sends an updated sales order message that includes the service instance ID to Siebel CRM.
Because revisions on the order can be submitted up until the point of no return, data updates sent from OSM before the point of no return could be lost. By default, OSM sends data updates only after an order line reaches the point of no return but before the order line is complete. If you are using an order management system other than OSM, ensure that your system follows this restriction.
OSM sends order and order-line level status updates to Siebel CRM to give visibility into order progress to customer service representatives and self-service customers. OSM automatically limits updates to those that are significant to the customer, and you can customize which updates are sent in the OSM Order to Activate cartridges.
You can configure and send order fulfillment statuses from OSM to your fulfillment systems and Siebel CRM. OSM translates the fulfillment function responses, each of which may contribute to different order line and order header status values, into common status attribute values.
The Oracle Application Integration Architecture (Oracle AIA) Oracle Communications Order to Cash Integration Pack (the integration) supports the order status attributes listed in Table 16-1.
Table 16-1 Order Status Attributes
| Level | Attribute Name | Usage |
|---|---|---|
|
Order Header |
Fulfillment Status |
Updates Siebel CRM with the current status of order fulfillment at a high level. The Fulfillment Status attribute tracks the order status while in fulfillment. Possible values include but are not limited to In Progress, Pending, Complete, Canceled, and Failed. The Fulfillment Status attribute is different from the Siebel CRM Status attribute. The Siebel CRM Status attribute tracks the order status across order capture and order fulfillment. The Complete and Canceled fulfillment status values only are reflected in the Siebel CRM Status attribute. The OSM cartridge implementer can configure the values for Fulfillment Status attributes. |
|
Order Header |
Status Context |
Provides details about the current order status. OSM cartridge implementers can configure this value. |
|
Order Line |
Fulfillment Status |
Updates Siebel CRM with the current status of order line fulfillment at a high level. Possible values include but are not limited to In Progress, Pending, Created, Complete, Canceled, and Failed. The OSM cartridge implementer can configure the values for Fulfillment Status attributes. |
|
Order Line |
Milestone |
Indicates the most recent fulfillment milestone reached. Example milestones in OSM: SYNC CUSTOMER START: reached PROVISIONING START: reached FULFILL BILLING COMPLETE: reached The OSM cartridge implementer can configure the values for Milestone attributes. |
|
Order Line |
Status Context |
Provides details about the current order line status. OSM cartridge implementers can configure this value to indicate:
|
|
Order Line |
Point-of-no-return |
Indicates if Siebel CRM should allow revisions to an order line or submission of previously created revisions to an order line. If a hard point of no return is established for an order line in OSM, OSM sends an update to Siebel CRM. Siebel CRM uses the point of no return to block users from revising order lines. |
|
Order Line |
Actual Delivery Date-Time |
Indicates the date when the purchased product or service is considered available to the customer. This date may be the date physical goods are shipped, delivered, or their receipt acknowledged. For service-based products, this date is when the service is activated. This date is computed in the OSM fulfillment flow. |
|
Order Line |
Expected Delivery Date-Time |
Indicates the expected delivery date for an order line. Siebel CRM provides this value by default. OSM uses this date to communicate changes for specific order line dates to Siebel CR. |
Because of the increased processing complexity of using different fulfillment status values for different services, Oracle recommends that you use a set of streamlined status values across product specifications. Using the streamlined values makes the status updates easier for your customers and customer service representatives (CSRs) to understand and lets you reuse the flow.
Use the following guidelines to help determine which status updates to send to Siebel CRM:
Not all status changes are relevant to the CSR or the customer. Do not send irrelevant status updates.
Not all status changes must be reflected instantly. Determine which status changes need to be sent instantly, such as reaching the point of no return, and which do not, and use a throttling mechanism to prevent performance and throughput problems which could result from too many status updates being sent at once.
Always send Complete and Canceled statuses to Siebel CRM. These trigger actions in Siebel CRM as follows:
The Complete status indicates that a service is fulfilled and triggers Siebel CRM to create and update assets. The status can be set to Complete for a parent order line only after the order line and all of its subordinate order lines within the order hierarchy have completed fulfillment successfully.
The Canceled status excludes the order from a Siebel CRM calculation of the future state of the asset when creating follow-on or future-dated orders.