Fix Errors in Sales Orders

Order Management usually finishes order fulfillment for each sales order without error. If an error does happen, you can use various features to fix it.

The Order Management work area might display a message that mentions recovery, such as:

• One or more actions for sales order 58476 failed. Use recover task, recover order, or recover process to recover the failed tasks for the order.

• Orchestration process 300100174767143 failed. Use recover task, recover order, or recover process to recover the failed tasks for the process.

• Task 300100174767143 for orchestration process 300100174767135 failed. Use recover task, recover order, or recover process to recover the failed task or process.

Or it might display a message that indicates a temporary problem happened in the network or with a server.

• The request failed. Orchestration process 300100098837243 for sales order 482655 didn't start because it isn't deployed or the server isn't available. Deploy the orchestration process. Make sure the server is up and running.

You can use a recover action to attempt to fix these problems.

Example of an Error You Can Recover From

Assume you go to a sales order's fulfillment view and encounter an error.

Try it.

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

2. On the Manage Orders page, click Search, then, in the search results, identify a sales order that's in error.

   The Exception Type column displays a red circle with an x inside it to indicate whether the sales order is in error. Click the red circle.

3. In the Warning dialog, notice that there are two errors. Click the error that happened when the orchestration process was running a fulfillment task at 2:35 AM. It's the second one in the list.

4. Notice the big, very technical message. It describes how the fulfillment task couldn't communicate through the web service that it uses to get shipping details from your shipment system.

Try it.

1. Click the error that happened at 2:36. It's the first one in the list. It references a Create Shipping task. The task failed because of the first, underlying error that at happened at 2:35. The orchestration process can't create shipping if it can't communicate with your shipping system.

2. Notice the message. It's recommending that you try a recover action.

   It's possible that the 2:35 error happened because the network was temporarily down, a sever was down or not available, and so on, which then led directly to the 2:36 error. These types of problems are often temporary and fix themselves or get fixed by someone in a few minutes. It's a good candidate for recovery because the problem might be fixed by the time recover runs.

Restart Processing After You Fix Errors

Use a recover action to restart processing.

• Fix the cause of the error before you recover.

• Make sure you have the privileges that you need to manage error recovery and to do a recover action.

• Use a general to specific sequence.

  1. Attempt to recover the sales order first.

  2. If recovering the sales order doesn't fix the problem, then recover the orchestration process.

  3. If recovering the orchestration process doesn't fix the problem, then attempt to recover the task in the orchestration process.

Recover Order

Recover Order runs an orchestration process or fulfillment task starting immediately before the point where the error happens. Use it to recover from various errors, such as an orchestration process that doesn't start, or an orchestration process or fulfillment task that's in error.

• This feature is available only when an error happens in a sales order.

• You can recover more than one sales order at a time. For details, see these topics.

  • Fix Errors in More Than One Sales Order

  • Fix Errors in All Sales Orders

Try it.

1. Make sure you have the privileges that you need to manage error recovery and to do a recover action.

2. On the Overview page, click Tasks > Manage Orders in Error.

3. On the Manage Orders in Error page, search for the sales order you must recover.

4. In the search results, click a row, then click Actions > Recover Order.

   • Recover Order will attempt to recover each line in the sales order that has an error.

   • The status determines whether you can attempt to recover a sales order. For example, if the Status attribute displays Processing, then you can attempt to recover the sales order, but you can't recover a sales order when the status is Closed.

Recover Orchestration Processes

• Recover Process runs the orchestration process starting immediately before the point where the error happens.

• It attempts to recover an orchestration process that failed when there's an error that's internal to the process. For example, an error that happens when:

  • Order Management runs an orchestration process step.

  • The process runs a fulfillment task, such as an error that happens when Order Management sends a request to a fulfillment system that's in an error state.

• You can select one or more orchestration processes to recover.

• Use this feature to recover all the fulfillment tasks that an orchestration process references for a single sales order.

Try it.

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

2. On the Manage Orchestration Processes page, search for the orchestration process that you must recover.

   To filter for messages that contain an error, set Message Type to Error.

3. In the search results, click a row, then click Actions > Recover Process.

Recover Fulfillment Tasks

Recover Task runs the fulfillment task starting immediately before the point where the error happens. Use it to fix an error that happens when Order Management attempts to send a request to your fulfillment system.

• This feature is available only when a fulfillment task fails.

• To recover more than one fulfillment task, select more than one orchestration process or sales order, then use Recover Process or Recover Order.

Try it.

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

2. On the Manage Orchestration Processes page, search for the orchestration process that references the fulfillment task you must recover.

   To filter for messages that contain an error, set Message Type to Error.

3. In the search results, in the Orchestration Process Number column, click a link.

4. On the Orchestration Process page, on the Orchestration Plan tab, click the row that displays the fulfillment task you must recover, such as FulfillOrder.

5. Click Actions > Recover Task.

Assign Fulfillment Lines to Orchestration Processes

Assign Lines to Process attempts to assign a fulfillment line to an orchestration process. Use it to assign fulfillment lines that Order Management didn't assign.

Fix Errors That Happen with Web Services

The Manage Web Service Details page can reference services on an order capture system or fulfillment system that resides outside of Order Management. You can attempt to fix errors that happen when Order Management calls more than one service on the same system but can't communicate with them for some reason.

Try it.

1. Make sure you have the privileges that you need to administer Order Management.

2. Go to the Setup and Maintenance work area, then go to the task.

   • Order Management

   • Orders

   • Manage External Interface Web Service Details

3. On the Manage Web Service Details page, add a separate row for each service that Order Management must call.

   Use the same user name and password for each row that references the same system.

For example, assume an order capture system named ORA_BM_CPQ must communicate with Service_A and Service_B, and that the user name for this system is CPQ_user, and the password is CPQ_password. Here are the rows that you add.

Target System	Connector Name	User Name	Password
ORA_BM_CPQ	Service_A	CPQ_user	CPQ_password
ORA_BM_CPQ	Service_B	CPQ_user	CPQ_password

Fix Errors That Happen Outside of Order Management

The Error Happens When	Solution
A source order fails during order import.	Fix the error, then reimport the source order.
Order Management processes a reply from the fulfillment system.	Fix the error, then resubmit the reply.
Oracle Enterprise Manager identifies as recoverable.	Fix the error, then use Oracle Enterprise Manager to recover the error.
There's a problem on the server or the network goes down. For example, I create and submit a sales order, a system outage happens, I create a revision, make some changes on the order and resubmit, but then a fulfillment line gets stuck. The line is in Shipped status but the orchestration process is stuck on the Create Invoice step.	Create a revision but don't make any changes, then submit it. Verify that the line moves to billing and gets invoiced.