6Manage Order Fulfillment

This chapter contains the following:

Monitor

Use Order Management statuses to monitor fulfillment for your sales order.

Order Management displays a separate status for the sales order, fulfillment line, fulfillment task, and orchestration process. Each status indicates the progress of a sales order from beginning to completion. The statuses of the fulfillment lines, orchestration processes, and fulfillment task determines the sales order status. You use the Order Management work area to view statuses.

Order Management sequentially evaluates each of the status conditions that a fulfillment line contains while it processes your sales order. The true condition that contains the highest sequence number determines the fulfillment line status. Order Management then uses the status of the fulfillment line that has progressed the furthest in the sales order life cycle to update the order status.

Where Order Management Displays Status

Status Where Displayed

Order Status

At the top of the Order page in the order title.

For example, the order status of this sales order is Processing.

Order: Computer Service and Rentals - 282079 - Processing

Fulfillment Line Status

In the Order Lines area of the Order page. For example, the status of this fulfillment line is Awaiting Shipping.

Item, AS54888 - Standard Desktop, Status, Awaiting Shipping

You can also click Actions > Switch to Fulfillment View to view the fulfillment line status.

Orchestration Process Status

In the Status field of the Orchestration Process page.

For example, Awaiting Fulfillment.

Fulfillment Task Status

In the Status column of the Orchestration Plan tab of the Orchestration Process page.

For example, Awaiting Fulfillment.

Sales Order Status

Here's the general sequence your sales order goes through.

general sequence your sales order goes through.

Sales order status depends on the fulfillment line status.

Sequence Sales Order Status Description

1

Draft

You clicked Save to save the order to the database but haven't clicked Submit to submit it to order fulfillment. You can modify a Draft order.

Draft displays only if you click Save. If you create a sales order without saving it, but click Submit instead, then the status goes to Processing.

2

Approval Pending

Order Management sent your sales order to a sales order approver.

This status displays after you click Submit, but only if your order administrator set up approvals.

For details, see the Get Approvals for Sales Orders topic.

3

Processing

You clicked Submit, but Order Management hasn't delivered all fulfillment lines to the customer.

You can't modify a Processing order, but you can revise it. For details, see the Revise Sales Orders You Already Submitted topic.

4

Open

Order Management hasn't completed any fulfillment lines.

5

Partial

Order Management has completed some, but not all, fulfillment lines.

6

Closed

Order Management completed all fulfillment lines. You can't modify a Closed order, but you can create a return order to return items from it. For details, see the Returning Sales Orders topic.

Some statuses might display infrequently or never. For example, if the fulfillment system fulfills the fulfillment lines in a matter of seconds, Open and Partial might not display at all. The status might go directly from Processing to Closed.

Your status might also display one of these values.

Sales Order Status Description

Reference

An earlier version of a revised order. For example, if you revise an existing sales order, then click Submit, then Order Management displays the earlier version of the sales order with a status of Reference.

Canceled

Order Management canceled all fulfillment lines. It also removed the sales order from order fulfillment and didn't reschedule it.

You can't submit a Canceled sales order to order fulfillment.

If Order Management canceled only some fulfillment lines, then it ignores the canceled fulfillment lines, and sets the status according to the fulfillment lines that are open.

Order Line Status

The order line status depends on the fulfillment line status.

Order Line Status Fulfillment Line Status

Open

Order Management hasn't completed any fulfillment lines.

Partial

Order Management has completed some, but not all, fulfillment lines.

Closed

Order Management completed all fulfillment lines.

Canceled

Order Management canceled all fulfillment lines.

If Order Management canceled only some fulfillment lines, then it ignores the canceled fulfillment lines, and sets the status according to fulfillment lines that are open.

Monitor order fulfillment for each of your sales orders.

There are many ways to monitor fulfillment.

ways to monitor fulfillment

Note.

  • Enter your order number in the Search field.

  • Use one of the Manage tasks.

  • Click a bar on one of the bar charts.

In this example, you will use the Manage Orders task.

  1. On the Overview page, click Tasks > Manage Orders, then search for your sales order.

  2. On the Manage Orders page, in the Order column, click your order number.

  3. On the Order page, click Switch to Fulfillment View.

    Use the fulfillment view to monitor and manage order fulfillment. It displays the results of the order transformation, such as the fulfillment lines and orchestration processes that Order Management added to fulfill your sales order.

  4. On the Fulfillment Lines tab, notice that Order Management added a separate fulfillment line for each order line you created, and that each fulfillment line includes details about the order status and orchestration process.

    separate fulfillment line for each order line that
you created, and each fulfillment line includes information about
the order status and orchestration process

    For details about how this works, see the How Order Management Transforms Source Orders Into Sales Orders topic.

  5. Click an orchestration process number, such as 300100090333478.

  6. On the Orchestration Plan tab, examine the fulfillment tasks that the orchestration process scheduled to fulfill the fulfillment line, and the current status of each fulfillment task.

    Here's an example where the jeopardy is low for each fulfillment task.

    example where the jeopardy is low for each fulfillment
task

    Note.

    • None of the tasks have started.

    • The orchestration process might not start a fulfillment task for a number of reasons, such as the Planned Start Date hasn't occurred, the Earliest Acceptable Ship Date might occur too far in the future, or other sales orders might have higher priority.

    • For details about how to fix this problem, see the Fix Problems and Improve Fulfillment Performance topic.

Monitor Orchestration Plan

Let's take a more detailed look at another orchestration plan. An orchestration plan is a stepwise process that orchestrates and plans the fulfillment of a sales order.

  • It includes tasks, task statuses, planning dates, planning shipments, and so on.

  • It might require anywhere from seconds to days to complete the tasks that it contains during orchestration planning.

    For example, if the customer purchases an item that isn't shippable, such as a subscription that ships electronically, then the shipment might finish in a few minutes. If the item is shippable, such as a laptop computer that a truck delivers to the customer, then the shipment might require several days to finish.

Here's an example orchestration plan that has completed all fulfillment tasks for the sales order up to the Invoice fulfillment task, and is now waiting for billing to invoice the sales order.

example orchestration plan

A check mark indicates that the fulfillment task finished. Your orchestration plan might display different fulfillment tasks and task statuses, depending on how your order administrator sets up Order Management.

This example orchestration plan includes these fulfillment tasks.

Fulfillment Task Description

Schedule

Sends a scheduling request to order promising.

For example, to schedule a sales order, unschedule a sales order, or to check availability of the item.

Reserve

Sends a reservation request to the inventory fulfillment system. A reservation reserves the supply for a sales order so no other sales order or system can use this supply.

Verify Trade Compliance

Performs trade compliance screening. Your order manager might administer Order Management to screen each sales order for trade compliance during order fulfillment.

For details, see the Manage Sales Orders That Use Trade Compliance topic.

Transportation Planning

Sends a request to Transportation Management to plan transportation for the sales order.

Ship

Sends a request to the fulfillment system that creates the shipment request. The shipping system might send fulfillment line details to Order Management at any time when a status update occurs, including before it confirms a shipment.

For example, it sends updated details for attributes that display on the Fulfillment Lines tab.

  • Scheduled Ship Date

  • Scheduled Arrival Date

  • Actual Ship Date

  • Actual Delivery Date

Pause

Waits for shipment delivery confirmation. A pause task can temporarily stop an orchestration process from running so it can wait for fulfillment to meet a condition.

Invoice

Sends a request to the billing system and interprets the replies that it receives from this system.

Order Management doesn't update the orchestration plan if you take any of these actions.

  • Manually split a fulfillment line.

  • Remove an order line from a shipment set.

  • Change the warehouse.

  • Substitute an item.

  • Override the scheduled ship date.

For example, if you change the quantity on the fulfillment line from 10 to 100, then Order Management updates the Reserve step in the orchestration plan to make sure it can deliver the fulfillment line on schedule. However, if you change the warehouse, then Order Management doesn't update the Reserve step.

Monitor Assets

Depending on how your order administrator sets up Order Management, you can view the Asset Tracked attribute on the Manage Fulfillment Lines page to monitor assets during order fulfillment. This attribute can contain one of these values.

Value Description

Customer Asset

Track the item as an asset only when you sell, lease, or loan it to your customer.

Oracle Fusion Applications will track each subsequent change to the item, such as a change to location, ownership change, or a structural change. This tracking continues until the asset retires or the customer returns it, for example, at the end of a lease.

Full Lifecycle

Track the item as an asset when it enters Oracle Fusion Applications. A purchase receipt, manufacturing completion, or some other type of receipt starts the creation of the asset.

Oracle Fusion Applications will track each subsequent change until the asset retires, such as a change to location, ownership change, or a structural change.

If an asset doesn't reference a serial number, then Full Lifecycle tracking is equivalent to Customer Asset tracking.

Not Tracked

Don't track the item as an asset.

Use jeopardy to get a quick visual cue of the likelihood that a fulfillment task will delay fulfillment, and then take action to reduce delay.

Jeopardy indicates whether the orchestration process that's processing fulfillment lines for the sales order is at risk of not meeting your customer's requested delivery date.

Jeopardy indicates whether your sales order is
at risk of not meeting your customer's requested delivery date.

You can use jeopardy in Order Management to help prevent delayed delivery. Consider these concepts.

Concept Description

Jeopardy

The level of risk that the delay of an orchestration process task might cause to meeting fulfillment dates.

Jeopardy can be low, medium, or high.

Jeopardy score

A numeric ranking that indicates the severity of a delay in meeting fulfillment dates.

Jeopardy priority

A value that describes the level of risk that's associated with delaying a fulfillment task.

Jeopardy priority can be low, medium, or high.

Note.

  • Order Management uses forward planning and backward planning across an orchestration process to calculate promise dates for each orchestration process task. If one of these tasks is delayed, then Order Management uses jeopardy to indicate the severity of the delay.

  • Order Management calculates jeopardy score and jeopardy priority every time it plans or replans an orchestration process.

  • Order Management uses the lead time of each orchestration process step and the dates from the sales order, such as required completion date, when it plans an orchestration process and assigns it to the sales order.

  • Each fulfillment task includes a planned start date and a completion date.

  • If a fulfillment task is delayed, then Order Management replans the entire orchestration process.

  • If Order Management expects that a fulfillment task will finish after the required completion date of the task, then it assigns a jeopardy score to each fulfillment task according to the jeopardy threshold.

  • Order Management maps jeopardy score to jeopardy priority, then displays the priority in the Order Management work area.

Jeopardy Priority

Jeopardy priority measures the fulfillment task that contains the highest jeopardy score. If more than one fulfillment task in an orchestration process is in jeopardy of not finishing on time, then Order Management uses the highest jeopardy score when it displays jeopardy for the orchestration process.

Assume supply in the warehouse that the Carpet Processing orchestration process references isn't sufficient to fulfill the fulfillment line, so it causes delays.

  • A three day delay for the Deliver Carpet task that results in a jeopardy score of 100 and a jeopardy priority of Medium

  • A three day delay for the Invoice Carpet task that results in a jeopardy score of 200 and a jeopardy priority of High

Two hundred is the higher score, so Order Management uses the jeopardy score for the Invoice Carpet task as the jeopardy for the Carpet Processing orchestration process. The Order Management work area displays a jeopardy priority of High.

Jeopardy Score for Fulfillment Tasks

Order Management assigns a jeopardy score to a fulfillment task according to the jeopardy threshold. If a fulfillment task is delayed, then Order Management calculates the difference between the required completion date and the planned completion date for the task, then searches for a threshold that applies to the largest number of entities that the fulfillment task references. Here's the sequence it uses when it searches for the threshold.

  1. Search the process name, process version, task name, and task type.

  2. Search the process name, process version, and task name.

  3. Search the process name and task name.

  4. Search the process name, process version, and task type.

  5. Search the process name and task type.

  6. Search the process task name.

  7. Search the process name and process version.

  8. Search the process name.

  9. Search the task type.

For example.

  1. Search for a jeopardy threshold that applies to the task type, task name, process name, and process version. If Order Management doesn't find a threshold that applies to all of these attributes, then continue to step 2.

  2. Search for a jeopardy threshold that applies to the process name, process version, and task name. If Order Management doesn't find a threshold that applies to all of these attributes, then continue to step 3.

  3. And so on.

Order Management continues this process until it finds a threshold that applies to one attribute or a combination of attributes, then sets jeopardy score according to the threshold that it assigns to the fulfillment task.

Jeopardy score might change during replanning. If replanning results in a change to jeopardy priority, and if the jeopardy priority value is enabled, then Order Management updates the jeopardy values.

Your order administrator sets up jeopardy, including thresholds that affect jeopardy score.

There are different ways to monitor jeopardy.

  • Search for your order from the Overview page, then drill down.

  • Use one of the manage tasks, such as Manage Orders, Manage Fulfillment Lines, or Manage Orchestration Processes.

Here's the orchestration process you will examine in this example.

orchestration process you will examine in this
example
  1. On the Overview page, click Tasks > Manage Orchestration Processes.

  2. On the Manage Orchestration Processes page, click Add Fields, then add these fields.

    • Jeopardy Priority

    • Jeopardy Reason

    • Jeopardy Score

    Add these fields so you can search on any aspect of jeopardy.

  3. Assume you examine all orchestration processes that are in High jeopardy as part of your daily routine. So, enter these values, then click Search.

    Attribute Value

    Jeopardy Priority

    High

    Orchestration Process Number

    Does Not Contain x

    Enter any alphabetic text. The Orchestration Process number is numeric, so using Does Not Contain x will return all Orchestration Processes where Jeopardy Priority is High.

  4. In the search results, in the Orchestration Process Number column, click a number, such as 100000016283267.

  5. On the Orchestration Process page, examine values in the jeopardy attributes in the header area.

    Attribute Value

    Jeopardy Score

    300

    Jeopardy Reason

    Schedule: Required Completion Date 02/06/10 12:00 AM, Expected Completion Date 02/19/10 4:09 AM, Schedule

    Jeopardy Priority

    High

  6. Examine the orchestration plan.

    • Notice that the schedule, reserve, and ship tasks are complete, and the invoice task is in low jeopardy.

    • But Jeopardy Priority and Jeopardy Score are high for the orchestration process.

    • The Jeopardy Reason describes why the orchestration process is in jeopardy. In this example, it looks like the Expected Completion Date occurs 12 days after the Required Completion Date. That's not good if your customer really needs it on the required date.

      So, even though none of the tasks are in high jeopardy, the orchestration process is in jeopardy because of some other condition.

    • Jeopardy conditions for your orchestration process might be significantly different depending on how your order administrator sets up jeopardy.

Here's another example.

another example of jeopardy
Attribute Value

Jeopardy Score

545

Jeopardy Reason

Invoice: Required Completion Date 04/25/18 8:08 PM, Expected Completion Date 02/23/19 7:39 AM, Create Invoice

Jeopardy Priority

High

Note.

  • The ship and the invoice tasks are in high jeopardy.

  • Its likely that the delay in the ship task is causing a delay in the invoice task.

Each jeopardy scenario is different. You might need to explore why a task is in jeopardy.

Use reports and analytics features in the Order Management work area to get details about order status and to facilitate order fulfillment.

Get details about fulfillment lines, orchestration processes, shipments, and so on.

Order Management displays different reports on different pages.

Order Management displays different reports on
different pages.

For example, view reports about fulfillment line exceptions.

  1. On the Overview page, click Tasks > Manage Fulfillment Line Exceptions.

  2. On the Manage Fulfillment Line Exceptions page, expand the Analytics area, then view the reports.

    Use filters in each report, as necessary.

Reports That Display Overview Details

Get an overview of each fulfillment line status.

Report Description

Fulfillment Lines by Exception

Displays details about open fulfillment lines, each of which might include more than one type of fulfillment line exception that occurs at the same time.

This report might count a fulfillment line more than one time. For example, if a fulfillment line is in jeopardy and on hold, then the report includes the line in the count of lines that are in jeopardy, and also in the count of lines that are on hold.

You can run other reports from the list of orders that Fulfillment Lines by Exception displays, such as Schedule, Check Availability, Substitute Item, Apply Hold, and so on.

Fulfillment Lines by Status

Displays only open fulfillment lines.

On-Time Shipment Percentage by Time

Displays the percent of sales orders where all fulfillment lines shipped on time.

Reports That Display Details About Fulfillment Line Exceptions

Get details about items, customers, and sales orders for a fulfillment line.

Report Description

Item Availability

Displays details about the item that a fulfillment line references.

  • Available quantity. Amount of inventory that's available to fill sales orders. It is the shelf quantity minus the allocated quantity.

  • Shelf quantity. Amount of inventory for an item that's currently on the shelf in the warehouse. It includes allocated and not allocated quantities.

  • Allocated quantity. Amount of inventory that Order Management Cloud currently reserves to fulfill a sales order.

Count of Holds for This Item by Hold Name

Counts the holds that Order Management applied to the sales order, order line, and fulfillment lines.

A single fulfillment line might include more than one hold.

Order Management caches this report and refreshes it according to the caching set up. The data isn't real-time.

Order Age by Time

Displays order age.

  • The system date minus the ordered date for open orders, divided by the last updated date minus the ordered date for closed orders

The last updated date represents the closed date.

If Order Management sets the date for a sales order at some time in the future, then a negative value might result.

The Time axis displays according to the ordered date. For example, an order placed in May but closed in June displays on the May bar in the graph.

Order Value by Time

Displays the value in the currency that the Order Management work area uses. This currency might be different from the currency that the original transaction uses.

Open Orders for This Customer by Age

Uses the same calculation that the Order Age by Time report uses, except Open Orders for This Customer by Age only displays open orders for the record that you select.

This calculation might result in a negative value.

Count of Holds for This Customer by Hold Name

Similar to the Count of Holds for This Item by Hold Name report, except the Count of Holds for This Customer by Hold Name report counts hold according to a customer.

Fulfillment Line Exceptions for This Order

Displays the open fulfillment lines for a single sales order. Each of these fulfillment lines might include more than one type of fulfillment line exception that occurs at the same time.

This report might count a fulfillment line more than one time. For example, if a sales order includes two fulfillment lines, and if each of these lines includes two exceptions, then the report counts four exceptions.

Value of Fulfillment Lines by Hold Type

Displays the value in the currency that the Order Management work area uses.

If you import source orders from a source system, then this currency might be different from the currency that the source order uses.

This report doesn't count an inherited hold more than one time. For example, assume Order Management applies a hold on a sales order, and the fulfillment line that the sales order references inherits the hold from the sales order. In this situation, the report counts the hold only one time.

Average Age of Orders by Hold

Uses the same calculation that the Order Age by Time report uses, except Average Age of Orders by Hold counts the number of holds that Order Management applied to a sales order. It doesn't count the holds that it applied to the fulfillment lines that the sales order references.

Reports That Display Details About Orchestration Process Exceptions

Report Description

Orchestration Process Exceptions by Type

If an orchestration process includes more than one exception, then this report counts this process one time for each exception that it contains.

Average Process Duration by Time

Compares all orchestration process instances that Order Management has closed to the orchestration process you select.

Count of Holds for This Customer by Hold Name

Counts the number of orchestration processes that are stopped because a task is on hold. The count includes the orchestration processes for a single customer.

On-Time Shipment Percentage by Time

Displays the percent of sales orders where all fulfillment lines shipped on time for a single customer.

Orchestration Orders by Time

Displays details about orchestration orders for the customer of the orchestration process that you select.

Why Order Management Disables Fulfillment Actions

The Order Management work area disables some of the fulfillment line actions that you can do under certain situations.

Action When Disabled

All fulfillment line actions, except view

  • The fulfillment line is locked, canceled, closed, was shipped, or is part of a configured item.

  • The user request status is processing.

  • Order Management hasn't assigned an orchestration process to the fulfillment line.

Unschedule

  • The fulfillment line isn't scheduled.

  • The scheduled ship date is empty.

Reserve

  • The fulfillment line isn't scheduled.

  • The Scheduled Ship Date is empty.

  • The fulfillment line is reserved.

  • The reserved quantity contains a value.

Unreserve

  • The fulfillment line is reserved.

  • The reserved quantity is empty.

Substitute Item

  • You selected more than one fulfillment line, but they don't all reference the same item.

  • The Substitute Allowed feature equals False for the fulfillment line, and you didn't sign in with a privilege you need to override this restriction.

  • The fulfillment line is part of a configured item.

  • The fulfillment line is part of a shipment set.

Release Hold

The fulfillment line isn't on hold.

Split Fulfillment Line

  • The fulfillment line belongs to a shipment set.

  • The Split Allowed feature equals False for the fulfillment line, and you didn't sign in with a privilege that you need to override this restriction.

  • You selected more than one fulfillment line.

Stop and Resume

Order Management uses a sales order hold to temporarily stop an orchestration process from processing an order line or fulfillment line. You can use a hold to manage order fulfillment.

You might need to place a hold for a variety of reasons.

  • You submitted a sales order and Order Management scheduled it for delivery. Later that day, the customer who placed the sales order realizes they can't receive it because they will be out of the country for three weeks. The customer calls and requests to delay delivery.

  • Personnel at the warehouse ask you to temporarily hold the shipment because a fire occurred in the warehouse.

  • Your order administrator informs you that a problem might exist with an item, and requests that you temporarily hold all your sales orders that include the item while your sales engineers investigate the problem.

Here's how holds work.

Behavior Description

Automatically apply hold

  • Order Management automatically applies a hold if a change in the Order Management work area requires Order Management to compensate the orchestration process. Order Management sends a message to the fulfillment system to apply a hold so fulfillment stops while Order Management compensates the orchestration process.

  • Order Management automatically releases the hold after it finishes compensation.

  • An orchestration process can automatically apply a hold only when a hold request already exists in Order Management, in the source system, or in the fulfillment system.

    For example, assume an orchestration process is at the scheduling step when a source system sends a request to hold the shipping task. Order Management stores the request until the orchestration process reaches the shipping step. It then searches for existing requests, and then applies them.

Propagate hold

  • Order Management transforms a hold that it receives from a source system or a fulfillment system. The hold becomes part of the sales order.

  • If a source order includes a hold, then Order Management includes it on the fulfillment lines that it maps to the sales order.

  • If a fulfillment line includes a hold, and if Order Management splits the fulfillment line, then it includes the hold on each new fulfillment line that it creates to do the split.

  • If Order Management applies a hold to one or more lines in a shipment set, then it applies the hold on the entire shipment set.

Display and process active hold

  • An active hold is a current hold on an orchestration process.

  • The Hold Source System attribute displays the location of where the hold was applied.

  • If a fulfillment line includes a hold, and if the orchestration process that the fulfillment line references hasn't reached the step that includes the hold, then Order Management might continue to run the process until it reaches the step that includes the hold.

  • If a fulfillment line includes a hold that Order Management hasn't released, then Order Management displays it as an active hold even if the line doesn't include an active hold.

Release hold

  • You or an orchestration process can release a hold that you apply in the Order Management work area only in the Order Management work area.

  • Only the user of a source system can release a hold that another user of the source system applies.

  • If you cancel an orchestration process, then Order Management releases any holds that reference the process.

    If you don't cancel an orchestration process, then you must manually release each hold and provide a release reason.

Apply a hold on a sales order, order line, or fulfillment line to temporarily stop Order Management from processing the order or the line. You can also manually release a hold.

Hold Order Line

Assume you submit a sales order and Order Management schedules it for delivery. Later that day, the customer who placed the sales order realizes they must verify their order to make sure it works for them, but must do some investigation first. The customer calls and requests to delay delivery for one week.

Place a hold on an order line.

  1. On the Overview page, click Tasks > Manage Orders.

    As an alternative, if you know the sales order number, then search for it on the Overview page.

  2. On the Manage Orders page, search for the sales order you must place on hold.

  3. In the search results, in the Order column, click a link.

  4. On the Order page, in the Order Lines area, note the value of the Status attribute.

    The Status identifies where the sales order resides in order fulfillment. Use it to determine whether placing a hold will achieve the result you need.

    In this example, assume status is Awaiting Shipping, which indicates Order Management scheduled the order line for shipping but hasn't shipped it to the customer. If the status were Shipped, then it would be too late to place a hold and you would have to request the customer to return the item.

  5. On the Order page, in the Order Lines area, click Apply Hold.

  6. In the Apply Hold dialog, set the value, then click Save and Close.

    Attribute Description

    Hold Name

    SHIP_ALL

    In step 4, you determined that Order Management hasn't shipped the sales order, so you can use SHIP_ALL to temporarily stop processing for all shipping that Order Management does for this sales order.

  7. Use the Order Lines area to verify Order Management placed a hold on the order line. Make sure it displays the On Hold icon.

    the On Hold icon

Release the Hold

Assume your customer calls, is now ready to receive the sales order, and you must release the hold.

  1. Click the arrow next to Apply Hold, then click Release Hold.

  2. In the Release Hold dialog, set values, then click Save and Close.

    Attribute Value

    Hold Name

    SHIP_ALL

    Release Reason

    Choose the most appropriate value.

If you click Release Hold but receive an error message, then try this.

  1. Click Cancel.

  2. Click Actions > Switch to Fulfillment View.

  3. Click the Fulfillment Lines tab.

  4. Click Actions > Holds > Release Holds.

  5. Use the Release Holds dialog to release the hold.

Hold Fulfillment Line

Place a hold on a fulfillment line instead of an order line. For example, assume Order Management splits an order line into more than one fulfillment line, and you must place a hold only on one of these split fulfillment lines but not the entire order line.

  1. On the Overview page, click Tasks > Manage Fulfillment Lines.

  2. On the Manage Fulfillment Lines page, search for your sales order.

  3. In the search results, click the fulfillment line you must hold.

  4. Click Actions > Holds > Apply Hold.

  5. In the Apply Hold dialog, apply a hold, then click Save and Close.

Hold Sales Order

  1. On the Order page, click Actions > Holds > Apply.

  2. In the Apply Hold dialog, choose a value for Hold Name to specify where in the orchestration process you want to apply the hold.

    Each orchestration process includes tasks that it runs sequentially, such as Schedule, Reserve, Ship, and then Invoice. You can specify where in the orchestration process to place the hold. For example.

    Name Description

    SCHLD_ALL

    Place a hold on all steps in the orchestration process that schedule your item.

    RESRV_ALL

    Place a hold on all steps that reserve your item in inventory.

    SHIP_ALL

    Place a hold on all steps that ship the item to your customer.

    INVOICE_ALL

    Place a hold on all steps that invoice the item.

    You can also set these values when you place a hold on an order line or fulfillment line. The values you can choose depend on how your order administrator sets up Order Management.

Hold a Draft Order

Use the Order Management work area to place a sales order that's in Draft status on hold.

  • You can apply or release a hold only on the Create page or Edit page.

  • You can't apply or release a hold on the Revise page.

Get Details About Holds on Orchestration Processes

Get details about all the current holds that exist on an orchestration process. For example, to investigate why a sales order hasn't shipped. You can identify the fulfillment tasks that are on hold.

  1. On the Overview page, click Tasks > Manage Orchestration Processes.

  2. On the Manage Orchestration Processes page, search for your sales order.

  3. In the search results, click the fulfillment line you must hold.

  4. On the Orchestration Process page, click View Hold Details.

  5. In the Hold Details dialog, examine the fulfillment tasks that are on hold, including who applied them, why they were applied, and when Order Management applied them.

  6. If necessary, contact the person who applied the holds to determine how to fulfill the sales order.

Resume Paused Sales Orders

Release a pause task so the orchestration process can resume processing your sales order.

A pause task temporarily pauses processing to wait until a date or event occurs before proceeding to the next orchestration process step. A pause isn't a hold. For details about releasing a hold, see the Sales Order Hold topic.

Your order administrator sets up the pause task. For details about how pause tasks work for you, and the role you must use to release a pause task, ask your order administrator.

Resume a paused sales order.

  1. Sign into Order Management with the Order Orchestration Error Recovery Manager role.

    You must use this role to use this procedure.

  2. On the Overview page, click Tasks > Manage Orchestration Processes.

  3. On the Manage Orchestration Processes page, search for the sales order you must resume.

  4. In the Search Results, in the row that displays your sales order, in the Orchestration Process Number column, click the link.

  5. On the Orchestration Process page, click Release Pause Task.

Unlocking Sales Orders

Order Management locks the sales order while the pause task waits for the date or event. For example.

  • Assume your order administrator creates a pause task so Order Management waits to receive a reply from the warehouse that it successfully reserved inventory for the item you ordered.

  • While waiting for the reply, assume you create an order revision, you change the Requested Ship Date, submit the revision, but then Order Management displays a message indicating the order is locked.

  • You can use Release Pause Task to unlock the sales order.

Credit Check

Manage Credit Check

Use the fulfillment view to examine credit check details, including status updates.

Credit check is a calculation that determines whether the credit that's currently available for the customer account is equal to or greater than the transaction amount.

If your sales order requires credit check, then Oracle Accounts Receivable creates a case folder. A case folder is a page in Accounts Receivable that includes details about the customer, such as credit limit, credit rating, and so on, and the sales order. A credit analyst uses the case folder to determine the action to take, such as remove the credit hold, increase credit limit, and so on.

Credit Reference attribute on the fulfillment line
in Order Management

Note.

  • Each case folder includes a unique number.

  • The Credit Reference attribute on the fulfillment line in Order Management references the case folder in Accounts Receivable.

  • The Source Transaction attribute in the case folder references the Sales Order Number attribute in Order Management. Accounts Receivable uses Source Transaction because an account might reference a transaction that's not a sales order in some other application.

Assume you create sales order 507252, it goes into credit check hold, a credit analyst releases the hold, and you must examine credit check details.

  1. Examine hold details.

    • In the Order Management work area, on the Overview page, search for your sales order.

    • On the Order page, click Actions > Switch to Fulfillment View.

    • Click Fulfillment Lines.

    • In the Details area, click Holds, then examine hold details.

      fulfillment line that includes hold
  2. Examine the credit reference.

    • Click View > Columns, then add a check mark to Credit Reference.

      The Credit Reference attribute displays the case number.

  3. Get details about credit check.

    • Click Tasks > Manage Order Orchestration Messages.

    • On the Manage Order Orchestration Messages page, enter the value, then click Search.

      Attribute Value

      Orchestration Order

      507252

    • In the Search Results, click the row that contains this value.

      Attribute Value

      Order Orchestration Function

      Credit Verification

    • In the Fulfillment Task Messages area, examine the message.

      For example.

      Credit analyst Aaron Holmes approved the credit request for fulfillment line in sales order 507252. The credit analyst approved the amount 32,950.00, and then closed case folder 1003 on date 2018-04-11.

      You can't modify some sales order attributes when the sales order is on credit check hold because they affect credit check. For example, you can't modify Bill-to Customer, Ordered Quantity, UOM, Unit Selling Price, and so on.

Credit Review Pending

The Credit Review Pending status means one or more order lines failed credit check when you submitted the sales order.

If you must change the sales order, use the Revert to Draft action, make your changes, then resubmit the sales order.

For example, you can reduce quantity. Reducing quantity reduces the extended amount and increases the likelihood that the order line will pass credit check.

Assume maximum credit for the customer is $10,000, the customer orders a quantity of 11 for an item that costs $1,000 each, which results in an extended amount of $11,000 that exceeds the credit limit. You can reduce quantity to 9 to bring the extended amount down to $9,000, which is below the credit limit.

Revise Sales Orders That Are Under Credit Check Review

Here's some of the revisions you can do.

  • Cancel the entire sales order.

  • Cancel the fulfillment line that's under credit check hold.

  • Revise attributes that don't affect credit check.

You can't revise these attributes because they affect credit check.

  • Bill-to Customer

  • Ordered Quantity

  • Ordered UOM

  • Transaction Currency Code

  • Unit Selling Price

  • Extended Amount

If an order line fails credit check, then Order Management places the order line on hold. You can release the hold so the sales order can continue processing.

You can also periodically use Release Holds to determine whether the credit that's currently available covers the purchase price of the order lines.

Release holds for order lines that fail credit check.

  1. On the Overview page, click Tasks > Manage Orders.

  2. On the Manage Orders page, locate the sales order that includes the hold you must release.

  3. In the Search Results, click the link in the Order column.

  4. On the Order page, click Error to get details about the credit check.

    Releasing holds for order lines that fail credit
check
  5. Click Actions > Switch to Fulfillment View.

  6. Click Fulfillment Lines.

  7. Click Actions > Holds > Release Holds.

  8. In the Release Holds dialog, in the Release All Holds area, choose a Release Reason, then click Save and Close.

    Order Management releases the hold and resumes processing the sales order. It also runs credit check again. If credit check fails, then Order Management places the sales order on hold again.

Manage customer credit that affects credit check for your sales order.

Assume you're a credit analyst. You receive a request from an Order Entry Specialist to approve credit check for sales order 505200. You examine the sales order in your case folder, perform a credit analysis, and determine you can approve credit.

For details about case folders and managing credit, see the Oracle Financials Cloud, Using Receivables Credit to Cash book on My Oracle Support.

Manage customer credit.

  1. Sign into Order Management with a job role you can use to access Oracle Accounts Receivable, such as the predefined ar_mgr_operations role.

  2. In the Navigator, click Receivables > Credit Reviews.

  3. On the Credit Reviews page, examine the list of case folders in your queue.

    Credit Reviews adds a case folder for each sales order that goes into credit check. It adds a unique case folder number that you can use to manage the case.

  4. Click Show Filters.

  5. Set Source Transaction Number to 505200, then click Search.

    Notice that the Credit Reviews list displays the case folder for sales order 505200.

  6. In the Credit Reviews list, click the link in the Number attribute.

  7. On the Credit Case Folders page, notice the details that display for sales order 505200, then click Recommendations.

  8. Set Type to an appropriate value according to your case folder analysis, such as.

    • Remove Customer from Credit Hold

    • Approve Source Transaction Credit Request

    • Set Credit Limit

    • Set Order Amount Limit

    For this example, choose Approve Source Transaction Credit Request.

  9. Click Actions > Approve.

    Here's what Order Management does.

    • Automatically releases the credit check hold.

    • Changes the sales order status from Credit Review Pending to Processing,

    • Changes the order line status to Change Pending.

Fulfillment Lines

Order Management usually schedules a fulfillment line when it assigns an orchestration process to the line. However, if the fulfillment line is currently processing a manual scheduling step, then you can manually schedule the line.

  1. On the Overview page, click Manage Fulfillment Lines.

  2. On the Manage Fulfillment Lines page, select one or more fulfillment lines.

    To select more than one line, hold down the CTRL key while you select each line.

  3. Click one of the these.

    • Check Availability, then select a scheduling option. If you select Override Schedule, then order promising doesn't calculate options.

    • Schedule.

    • Actions > Edit, then modify an attribute that will reschedule the line, such as Requested Ship Date or Requested Arrival Date.

Note.

Manual Scheduling Description

Unschedule a fulfillment line.

Order Management releases supply so it becomes available for some other, higher priority fulfillment line.

If you unschedule a fulfillment line, then Order Management sets the status of the line to Awaiting Scheduling.

Schedule a configured item or shipment set.

If you select an option for one or more fulfillment lines, and if these lines are part of a configured item or shipment set, then Order Management applies the scheduling option that you select to all of the fulfillment lines that reference the configured item or shipment set.

Override the Schedule

If you set Override Schedule to Yes, then Order Management schedules shipment depending on how you edit the fulfillment line.

What You Set What Order Management Sets

Scheduled Ship Date

Scheduled arrival date and shipping method.

Scheduled Arrival Date

Scheduled ship date and shipping method.

Scheduled Arrival Date and Shipping Method

Scheduled ship date.

Scheduled Ship Date and Scheduled Arrival Date

Nothing.

Note.

  • Scheduled Ship Date or Scheduled Arrival Date is required.

  • If you don't set a value for an attribute in the Edit Fulfillment Lines dialog, then Order Management gets the value from the fulfillment line.

  • If you select the Warehouse option as the source, you must set the Warehouse attribute.

  • If you select the Supplier option as the source, you must set the Supplier and Supplier Site attributes.

  • Shipping Method is optional. If you don't set it, and if its not available on the fulfillment line, then Global Order Promising sends it and the scheduled dates.

  • Order Management updates the shipping method only if the order administrator sets up Global Order Promising. If its not set up, the shipping method might not contain a value. Contact your order administrator for details about Global Order Promising.

  • Order Management uses this behavior only when you edit the fulfillment line in a fulfillment view, not while you edit the order line when you create or revise the sales order.

Split a fulfillment line into more than one fulfillment line to improve order fulfillment performance.

Splitting a fulfillment line is a supply chain technique you can use to fulfill your sales order in a timely and efficient way. For example, assume a fulfillment line includes a quantity of 50 for the TABLET item, but the preferred warehouse, the Denver warehouse, only has a quantity of 30 in stock. The Seattle warehouse has 40. To avoid a delay, you can split the fulfillment line so it gets the quantity it needs from Denver and Seattle.

Splitting a fulfillment line

There are different types of splits.

Type of Split Description

Manual

Note.

  • You can use Split Fulfillment Line only for a sales order that's on a manual schedule task.

  • To split a fulfillment line that isn't on a manual schedule task, click Unschedule while the orchestration process is running, then split the fulfillment line.

    Unschedule moves the orchestration process back to the schedule task, which is now a manual task. For details about how to unschedule, see the Fix Problems and Improve Fulfillment Performance topic.

  • Order Management doesn't do change management during a manual split.

  • You can't use the Check Availability page to manually split a fulfillment line, but the availability option you select might implicitly split the fulfillment line.

Automatic

Note.

  • If you select a fulfillment option on the Check Availability page, then this option might require Order Management to split a fulfillment line so it can provide the availability results you need.

  • Some other fulfillment system might automatically split a fulfillment line.

Sometimes Order Management doesn't allow a split.

  • The Splits Allowed attribute on the fulfillment line doesn't allow the split.

  • The fulfillment line doesn't allow a split. If you use an override privilege, then you can override this restriction.

  • The quantity of the fulfillment line is one or less.

  • A task in the parallel branch of an orchestration process references the fulfillment line.

  • The fulfillment line is in a shipment set. To split this line, remove it from the shipment set, then split it.

How Order Management Determines Availability

A substitution is the act of replacing one item with some other item. For example, replacing an 80GB hard drive with a 100GB hard drive because there aren't any 80GB hard drives in inventory.

Here are the substitutions that Order Management considers to determine availability when it splits a fulfillment line.

Where Split Occurs Description

Split a fulfillment line across more than one warehouse.

If the Requested Ship-from Warehouse attribute on the fulfillment line is.

  • Empty. Order Management considers more than one warehouse when it splits the fulfillment line.

  • Not empty. Order Management considers only the warehouse that the Requested Ship-from Warehouse references. It doesn't split the fulfillment line.

Each fulfillment line that the split creates might specify a different value for the Expected Ship-from Warehouse attribute.

Order Management uses business rules that your order administrator sets up to determine the warehouses it uses to supply the item.

Split a fulfillment line across substitute items.

Order Management substitutes an item only if the Allow Substitutions attribute on the fulfillment line equals Yes. Each fulfillment line that the split creates might specify a different value for the Available Item attribute.

Assume you create a fulfillment line that requests 100 units of an item. Supply for the item is 80 units and supply for the substitute item is 50 units. Check Availability will split the fulfillment line into these fulfillment lines.

  • One fulfillment line that references 80 units of the item

  • Another fulfillment line that references 20 units of the substitute item

Split a fulfillment line across dates.

If a fulfillment line requests inventory that isn't sufficient on a given date, then Order Management splits the line across dates.

  • Create one fulfillment line for the quantity that's available on the requested date.

  • Create another fulfillment line for the remaining quantity that it will deliver on a later date.

Assume you create a fulfillment line on November 15, 2019 that requests 100 units of an item, and that supply is available for the item on these dates.

  • 70 units are available on November 15, 2019.

  • 40 units are available on November 30, 2019.

Check Availability will split the fulfillment line into these fulfillment lines.

  • One fulfillment line with on-time delivery of 70 units, with an expected delivery date of November 15, 2019.

  • Another fulfillment line with delayed delivery for 30 units, with an expected delivery date of November 30, 2019.

How Split Fulfillment Lines Affect Status

Order Management creates two or more instances of the same fulfillment task when it splits a fulfillment line. These tasks might include different statuses during processing.

Consider some examples.

  • The status of the Schedule task for fulfillment line A1 is Not Scheduled, and the status of the Schedule task for fulfillment line A2 is Scheduled.

    Order Management examines the split priority of the task statuses, then sets the orchestration process status to the task status that includes the highest split priority.

  • Order Management splits a fulfillment line that results in two instances of the Schedule task. One of these tasks includes a Complete status, and the other task includes a Pending status. The value of the split priority for Pending is two, and the value of the split priority for Complete is three.

    Order Management sets the orchestration process status to Pending.

Split a fulfillment line in the Order Management work area.

In this example, assume you know the Denver warehouse is getting low on inventory, so you split a fulfillment line so it gets 30 units from the Seattle warehouse and 20 units from the Denver warehouse.

For other reasons why you might need to split a fulfillment line, see the Fix Problems and Improve Fulfillment Performance topic.

  1. Create a sales order that includes an order line with 50 units for the AS54888 item.

  2. Click Tasks > Switch to Fulfillment View.

  3. On the Order page, click Fulfillment Lines.

  4. Click the fulfillment line, then click Actions > Split Fulfillment Line.

  5. In the Split Fulfillment Line dialog, in the Split Lines area, click Actions > Add Row.

  6. Set values in the new row, then click Save and Close

    Attribute Description

    New Quantity

    30

    Warehouse

    Seattle

    Note.

    • Assume your order administrator set up Order Management so it automatically gets all units from Denver.

    • Order Management automatically maintains Ordered Quantity across all rows you add. For example, if the order assigned 50 units to Denver, you add a new row and assign 30 units to Seattle, then Order Management automatically sets Denver to 20 units.

    • The values you can set depend on how your order administrator sets up split behavior.

  7. In the Warning dialog, click OK.

  8. Notice that Order Management added another fulfillment line in the Search Results.

Order Management splits the entire orchestration process that the fulfillment line references any time it splits a fulfillment line.

Source items that aren't available in one warehouse from a different warehouse. Use this technique to improve on-time delivery for your sales order.

Change Fulfillment Lines

Consider a scenario.

  • You are an order manager at a company that supplies carpeting from various warehouses throughout the United States.

  • You just found out that the New York warehouse is flooded due to a recent storm, but you know the Boston warehouse includes sufficient supply.

  • You use the Manage Fulfillment Lines page to search for all fulfillment lines that source carpet from the New York warehouse.

  • You select all fulfillment lines, open Edit Fulfillment Lines, then change the warehouse to Boston.

Change the Warehouse

Order Management automatically sources each item according to the sourcing rules and warehouse ranking that it references. It also provides more than one option you can use to schedule a sales order, including sourcing each item from a different warehouse. You can explicitly change the warehouse to try to improve order fulfillment performance.

  1. Identify a warehouse that contains the item and quantity that the fulfillment line requires. Do one or more of these.

    • Use the reports and analytics in the Order Management work area.

    • Examine the Availability pages.

    • Use Supply Availability reports.

    • Use the Supply Allocations reports.

    • Take action outside of Order Management.

  2. On the Overview page, search for the order number.

  3. On the Order page, click Actions > Create Revision.

  4. On the Create Order Revision page, click Shipment Details > Supply.

  5. In the Order Line Details area, click Override Order Line.

  6. In the Override Order Line dialog, set the Warehouse, then click OK.

Split the Fulfillment Line

If the warehouse contains only some of the quantity that the fulfillment line requires, then you can split the fulfillment line, and then select another warehouse to source the remaining quantity.

For example, assume fulfillment line 1 requires 50 tablets. The fulfillment line is in jeopardy because the current warehouse, the Denver warehouse, only has a quantity of 30. So, you split the fulfillment line, then specify the second fulfillment line to source 30 from Seattle. For details, see the Fulfillment Line Splits topic.

Fulfillment for Configured Items

Order Management fulfills a sales order that includes a configured item differently than how it fulfills a sales order that doesn't.

Here's what Order Management does during different stages of order fulfillment when a sales order includes a configured item.

Order Fulfillment Stage Description

Schedule

Schedules a configured item like any other fulfillment line, except Order Management can only schedule a configured item that's complete. A configured item that's missing a configure option isn't complete.

Assigns all the fulfillment lines that a configured item or shipment set references to the same orchestration process.

Split

Allows a split fulfillment line for the configured item, but not for child fulfillment lines. If Order Management does a split, then it cascades the split to the child fulfillment lines.

Hold

Applies a hold on the configured item and on the child fulfillment lines.

Ship

Sends the shippable fulfillment lines that a configured item contains to the shipping system together as a single shipment set.

If a configured item includes a partial shipment of fulfillment lines, then here's what might result.

  • Proportional split. Results in a shipped configured item and an unshipped configured item.

  • Nonproportional split. Results in a partially shipped configured item that includes a separate structure.

Bill

Sends all the fulfillment lines that the configured item contains to the billing system together as a single group.

Return

If Order Management receives a partial return, then it separates the configured item into groups.

  • One group includes the fulfillment lines that reference the items that Order Management received. It will move these lines to invoicing.

  • Another group includes the fulfillment lines that reference items that Order Management didn't receive or that it can't return for some reason.

FAQs for Managing Fulfillment Lines

Order Management usually modifies the orchestration process that processes the fulfillment line. A modification might include a manual change or an automatic change, such as a change order, edit to a fulfillment line attribute, or rescheduling. Order Management evaluates the modification and determines the adjustments it must make to accommodate the change.