Oracle Order Management – Exception Management

Oracle Order Management Exception Management
An Oracle White Paper August 2004

Oracle Order Management – Exception Management

Oracle Order Management – Exception Management

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Oracle Order Management – Exception Management

Table of Contents

INTRODUCTION ..................................................................................................4 SCOPE .................................................................................................................4 FEATURES ..........................................................................................................4 Visibility of the WorkFlow errors to Functional Users.....................................4 Message Status to keep track of the actions....................................................4 Ability to Retry WF activity from the Window...................................................4 Enhanced WF notification ..................................................................................5 Automatic generation of the Diagnostics .........................................................5 SETUP REQUIREMENTS ....................................................................................5 PROFILE OPTION................................................................................................5 EXCEPTION MANAGEMENT FLOW DIAGRAM.................................................6 SIMPLE BUSINESS SCENARIOS .......................................................................6 Flow #1: View Open Messages (Context based) for an Order .......................................6 Flow #2: Find Orders Using Message Status .....................................................................10 Flow #3: Retry the WF Activity in Error From Window ..............................................12 Flow #4: Retry WF activity in Error from Notification.........................................14 Flow #5: Review the Diagnostics: OM Order Information .................................20 Flow #6: Adding New Message Statuses .......................................................................23 Flow #7: Adding the OMERROR Flow to the Customized Activity ..................24 Flow #8: View Transaction Details from WF Notification ..................................25 TROUBLESHOOTING .......................................................................................27 Diagnostics: OM Order Information is not generated .........................................27 Not able to find Diagnostics: OM Order Information for Order .....................27 Not able to open the message window ........................................................................27 Not able to see the option for Retry Activities in Error.......................................28 Not able to access OMERROR WF for the Flow in Error......................................28 TECHNICAL CONSIDERATIONS......................................................................29

Oracle Order Management – Exception Management

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Oracle Order Management – Exception Management

Data Purge Issues .............................................................................................29 Performance Issues ..........................................................................................29 CONCLUSION....................................................................................................30 DEFINITIONS .....................................................................................................31 APPENDIX .........................................................................................................32 Appendix 1: ..................................................................................................................................32
Figure 1: Open Message check box is checked .......................................................................................................7 Figure 2: Right Click mouse and select View Open Messages....................................................................................8 Figure 3: Message Window with an open message ..................................................................................................9 Figure 3.1: Note to indicate no open message ......................................................................................................10 Figure 4: Select Open message status to query the orders with open messages ................................................................11 Figure 5: Orders with open messages .................................................................................................................12 Figure 6: Use right mouse button and select Retry Activities in Error........................................................................13 Figure 7: Select the Activity in Error to retry ......................................................................................................14 Figure 8: Select Workflow Administrator Web Applications Responsibility................................................................15 Figure 9: Select Find Notification....................................................................................................................16 Figure 10: Query on notification of type OM Error. You can use the Order Number in the subject with percent sign(%) as it is part of the subject.........................................................................................................................................17 Figure 11: The query shows the notification. .......................................................................................................18 Figure 12: View the transaction details in notification. Use the Retry button to retry the WF activity. ...............................19 Figure 13: OMERROR WF. .......................................................................................................................20 Figure 13: Note to display the Diagnostics report’s request ID. ...............................................................................21 Figure 14: Notification contains the request ID for the Diagnostics report...................................................................22 Figure 15: Message for the Order line in Diagnostics report. ...................................................................................23 Figure 16: Adding new message Status. ............................................................................................................24 Figure 17: OM ERROR flow. ......................................................................................................................25 Figure 18: Assigning OMERROR flow to an activity. .........................................................................................25 Figure 19: Notification contains the request ID for the Diagnostics report...................................................................26 Figure 20: Order Information from notification ...................................................................................................27

Oracle Order Management – Exception Management

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Quick Sales Orders and the Quick Order Organizer for this feature. Later sections provide troubleshooting steps. meaning if you are on a particular order line “View Open Messages” will show the open messages for that line only. You can open the Message window and check the status of the Message for that order header/line. These messages are contextual. You can use the following windows to view open messages Sales Orders window Order Organizer Quick Sales Orders window Quick Order Organizer You can use the right mouse click or Action button to access “View Open Messages” function. the setup required and the dataflow diagram. Ability to Retry WF activity from the Window Oracle Order Management – Exception Management -4- . You can add new custom statuses. you can view and take action on the errors occurring in a particular workflow (WF) activity. You can take action on these messages and close them. FEATURES Visibility of the WorkFlow errors to Functional Users You can use the order windows to query and view the errors that occurred in a particular workflow activity. you can use the “Retry Activities in Error” function available in mentioned order windows (available via the right mouse click and the Action button) as well as workflow notifications to retry the activity. You can view the errors related to the Order header or Order Line by using the new action “View Open Messages”.Oracle Order Management – Exception Management Oracle Order Management – Exception Management INTRODUCTION With Exception Management feature. The Exception Management framework treats additional statuses same as an “Open” status message. Message Status to keep track of the actions You can change the message status to “Closed” from “Open” after resolving the issue. You can use the message status to restrict the purging of the messages. while using the Message Purge concurrent program. SCOPE This document provides you with details of the major features. This way you can keep track of the issues pending to resolve. available from both the right mouse click and Action button. You can use Sales Orders. After taking the action for the messages. Order Organizer.

No: Means. OM: Show Process Messages Flag Oracle Order Management – Exception Management -5- .. Default value is No. Automatic generation of the Diagnostics You can setup profile “OM: Generate Diagnostics for Error Activities” to automatically run the Diagnostics: OM Order Information concurrent program whenever there is an error in the workflow activity. Order Number Order Type Line Number Shipment Number Sales Rep Operating Unit Version Number Flow Status You can use this information to identify the order or line flow in error. Yes: Means. Oracle Support/Development require this during the bug resolution process.Oracle Order Management – Exception Management After correction of the issues recorded in the Message Framework. 1. No Automatic generation of the Diagnostic report. Retry is also available in Sales Orders window/Organizer and Quick Sales Orders window/Organizer. You will also have the link to the Transaction Detail of the Order Information Portal.5. Retry action closes all the previous open messages for the activity. It has two settings. This is a protected function. Enhanced WF notification You can see the following functional information related to a sales order in WF notification. SETUP REQUIREMENTS You should be on release 11. You can find the request number for this report both in the Message window and in WF notification. 2. The system administrator should set it at the site level. You should get the privilege to access “Retry Activities in Error”. please contact you system administrator for access. Apply Patch 3731146 to obtain Exception Management functionality. PROFILE OPTION OM: Generate Diagnostics for Error Activities This new OM Profile Option “OM: Generate Diagnostics for Error Activities” is introduced to control the automatic generation of Diagnostics: OM Order Information concurrent request whenever the activity is in error. Automatic generation of the Diagnostic report. you can “Retry” the WF activity. Contact your system administrator for the privilege.9 of the application or OM family Pack I.

Query the Order for which you want to see the Open Messages. it will show you messages associated with that line only. Oracle Order Management – Exception Management -6- . Retry Activity from Sales Orders window or WF notification. 3. If there is no message. should be displayed. It will open the Messages window if there are open messages associated with that context e. in that case a note is shown to indicate that there is no message associated instead of Message window Query an Existing Order Go to Line Tab Mouse/Click Right Mouse or Action button Select “View Open Messages” Message window open Or No message associated info. Repeat this process until the activity in error completes successfully. The checked value of this field indicates that at least one message exists for the order. Click the right mouse button or Action button. Set the profile value to “Yes”. SIMPLE BUSINESS SCENARIOS Flow #1: View Open Messages (Context based) for an Order You can use the Sales Orders/Quick Sales Orders window to see the messages associated with that order header or line. 2. Resolve the issues reported in the messages. Select “View Open Messages”. Is WF activity in Error? View message from the Sales Orders window.g. For an order or line with WF activity in error. use the Sales Orders window to view the messages. YES Correct Errors (Functional/System Errors) NO Cool! Proceed Further. Exception Management Flow Diagram Following diagram shows a simple flow using the Exception Management functionality to resolve WF issues. if you are on the Line tab and your cursor is at Line# 1. to use the indicator message_exists_flag . Retry the WF activity using the Sales Orders window or WF notification. 1.Oracle Order Management – Exception Management This existing OM Profile Option “OM: Show Process Messages Flag” is used to indicate if the system should display the Open Message checkbox or not.

Oracle Order Management – Exception Management Figure 1: Open Message check box is checked Oracle Order Management – Exception Management -7- .

Oracle Order Management – Exception Management Figure 2: Right Click mouse and select View Open Messages Oracle Order Management – Exception Management -8- .

Oracle Order Management – Exception Management Figure 3: Message Window with an open message Oracle Order Management – Exception Management -9- .

4. you can use them in query too. You can review the messages and fix the issues.Oracle Order Management – Exception Management Figure 3.1: Note to indicate no open message Flow #2: Find Orders Using Message Status You can use the Sales Order Organizer/Quick Order Organizer window to query the orders with specific message status (open or closed). Navigate to the Organizer’s Find window. 1. It will bring orders with the selected message status. 3. this will bring all the orders with at least one message in the selected message status in step 2. If you have added new codes for the message status. 2. Please check the flow for Adding New Message Status for more details. Click Find.10 - . Press Find. Select the message status for query. Specify other query criteria (not providing other conditions will cause the query to take a long time depending upon the data in your system). Open Find window Select message status for query Provide other query criteria. Oracle Order Management – Exception Management . 5.

11 - .Oracle Order Management – Exception Management Figure 4: Select Open message status to query the orders with open messages Oracle Order Management – Exception Management .

4. Select the Header or Line for which you want to retry the activity. Select the Activity you want to try. Navigate to the Sales Orders window. Click the right mouse button or Action button. You should fix those errors and repeat all these steps. you will see the error messages. 3. If activity completes successfully you will get the message for the success otherwise.Oracle Order Management – Exception Management Figure 5: Orders with open messages Flow #3: Retry the WF Activity in Error From Window You can use the Sales Order/Quick Sales Order UI to Retry WF Activity in Error. 1. 5. Select the “Retry Activities in Error” option. Open Sale Order/Quick Sales Order UI Click Right Mouse/ Action button Select the “Retry Activities in Error” option Select the Activity to Retry Oracle Order Management – Exception Management . 2.12 - .

Oracle Order Management – Exception Management Figure 6: Use right mouse button and select Retry Activities in Error Oracle Order Management – Exception Management .13 - .

Oracle Order Management – Exception Management . Query the Open Notification for the order. Retry the Activity. line number and shipment number. 4. With this patch. order number. 3. Use the “Retry” to complete the activity. 2.14 - . Line and Shipment no. Use the WF administrator responsibility to Find Notification. 1. A successful retry will close the notification and complete the activity (Check the WF user guide for the default timeout information for notification). Using Find notification.Oracle Order Management – Exception Management Figure 7: Select the Activity in Error to retry Flow #4: Retry WF activity in Error from Notification You can use the WF notification to Retry Activity in Error. find the notification Open the notification Confirm the Order. notification will have order type.

15 - .Oracle Order Management – Exception Management Figure 8: Select Workflow Administrator Web Applications Responsibility Oracle Order Management – Exception Management .

Oracle Order Management – Exception Management Figure 9: Select Find Notification Oracle Order Management – Exception Management .16 - .

Oracle Order Management – Exception Management Figure 10: Query on notification of type OM Error. Oracle Order Management – Exception Management .17 - . You can use the Order Number in the subject with percent sign(%) as it is part of the subject.

18 - .Oracle Order Management – Exception Management Figure 11: The query shows the notification. Oracle Order Management – Exception Management .

Use the Retry button to retry the WF activity. Oracle Order Management – Exception Management .Oracle Order Management – Exception Management Figure 12: View the transaction details in notification.19 - .

c.20 - . Find the message. Make sure that you have profile OM: Generate Diagnostics for Error Activities set to Yes otherwise this report will not be generated automatically. Navigate to the Message window. Find the Concurrent Request ID Open the “View -> Request” window Query the report using the request ID b. which has information of the concurrent request ID. 1. Use the request ID to query the request using “View -> Request” menu option. Open the Message window Oracle Order Management – Exception Management . 2. Flow #5: Review the Diagnostics: OM Order Information You can review the Diagnostics: OM Order Information report to view all the information for the order. Using Flow #1 a.Oracle Order Management – Exception Management Figure 13: OMERROR WF.

Oracle Order Management – Exception Management Figure 13: Note to display the Diagnostics report’s request ID. Using Flow #4.21 - . you can obtain the request ID of the Diagnostics report. 3. Oracle Order Management – Exception Management .

22 - . Oracle Order Management – Exception Management .Oracle Order Management – Exception Management Figure 14: Notification contains the request ID for the Diagnostics report.

you can add a new message status “Reviewed” for this purpose. Add new message status (Reviewed in this example). You will see “CLOSED” and “OPEN” seeded message statuses. 2.23 - .Oracle Order Management – Exception Management Figure 15: Message for the Order line in Diagnostics report. For example to review open messages before closing them. Navigate to Setup-> QuickCodes -> Order Management Query ONT_MESSAGE_STATUS lookup type. Open Order Management QuickCodes Query ONT_MESSAG E_STATUS type Add new message Status Save and close. 1. 3. The Exception Management framework treats additional statuses same as an “Open” status message. 5. 4. Oracle Order Management – Exception Management . Save the status. Flow #6: Adding New Message Statuses You can add new message statuses depending on the requirement.

4. it retries the activity. then it uses that value to send out a notification. Check if Error Still Active => Check to see if Error is still active Retry Error Activity => If the activity is still in error. If not then it uses the default value of SYSADMIN. to utilize the Order Management-specific error handling process comprising the notification and optional diagnostics generation. Submit Concurrent Program => Submits ‘Diagnostics: OM Order Information’ concurrent request Update Process Messages => Adds the concurrent request ID to the message stack. you need to modify the custom activities to use OM Standard Error Process with Retry as the Error Process. However. Details of each activity follow: 1.24 - . If it does. 2. Initialize Error => This procedure checks to see if the error flow has the item attribute “WF_ADMINISTRATOR” and a value assigned to it. 3. 5. Oracle Order Management – Exception Management . 6. Set Entity Descriptor => Sets the values for the message attributes needed for the default notification.Oracle Order Management – Exception Management Figure 16: Adding new message Status. Flow #7: Adding the OMERROR Flow to the Customized Activity The “Retry Activities in Error” functionality will work for custom activities.

To modify the activity to use this error flow. Save the workflow. Flow #8: View Transaction Details from WF Notification You can use the WF notification to open OIP.25 - . Click on Transaction Detail URL It will open the OIP for the order. 1. 2. Oracle Order Management – Exception Management . The workflow that started after the changed WF is loaded will use this error flow. then open the activity in the WF builder and put OMERROR as the Error Item Type.Oracle Order Management – Exception Management Figure 17: OM ERROR flow. Query the Open Notification for the order (use Flow#4 to find the notification). Figure 18: Assigning OMERROR flow to an activity. 3.

Oracle Order Management – Exception Management .26 - .Oracle Order Management – Exception Management Open WF notification Click on Transaction Detail URL OIP opens for the Order. Figure 19: Notification contains the request ID for the Diagnostics report.

Using WF notification Query the Notification for the order Notification contains the information of the request ID. Not able to open the message window Clicking View Open Message comes up when there is no message for the context.27 - . Oracle Order Management – Exception Management . Find the message that provides the report’s request ID. makes sure that you are on the right line.Oracle Order Management – Exception Management Figure 20: Order Information from notification TROUBLESHOOTING Diagnostics: OM Order Information is not generated Check the value of the Profile OM: Generate Diagnostics for Error Activities it should be set to ‘Yes’. use Flow #1 to query the messages. Not able to find Diagnostics: OM Order Information for Order Using the Sales Orders window Navigate to the order using Sales Orders window. This means the order line does have any associated message.

The system administrator should enable this function. Not able to see the option for Retry Activities in Error Please contact you system administrator to get the access to the function.Oracle Order Management – Exception Management Change the context to open the message window.28 - . It comes disabled with the patch. Not able to access OMERROR WF for the Flow in Error Make sure that the flow is using the OMERROR as Error Item Type. All the seeded flows started after the patch will use OMERROR flow. you need to complete the step mentioned in Flow#7 to enable this. you will still be able to use View Open Messages and Retry Activities in Error function for the flows started before this patch. but for custom flow. Oracle Order Management – Exception Management . The seeded order header and line flows started before this patch will not use OMERROR flow in case activity goes into error. which is part of the ONT_SALES_ORDER menu. However.

29 - .Oracle Order Management – Exception Management TECHNICAL CONSIDERATIONS Data Purge Issues Message Purge concurrent program has a new parameter “Message Status” to restrict the purge based on the status of the message. Performance Issues Oracle Order Management – Exception Management . If you do not provide any value for message status parameter. it will purge all the message statuses.

Using this feature. The ability to automatically launch the Diagnostics: OM Order Information report.Oracle Order Management – Exception Management CONCLUSION The Oracle Order Management Exception Management feature provides context based message handling and WF retry capability. review and take action to resolve the error associated with the order header and line.30 - . You can retry the error activity from window and notification after the correction of the errors. you can query. Oracle Order Management – Exception Management . gives you the flexibility to get order information as soon as an error happens. You can later review this report and send it to support if requested during a TAR resolution.

the new ‘Retry Activities in Error’ allows the user to retry a particular activity when the workflow itself is in an error state due to an unexpected error. Oracle Order Management – Exception Management .31 - . The ‘Retry Activities in Error’ action is different from the existing ‘Progress Order’ action. However.Oracle Order Management – Exception Management DEFINITIONS WF Flow Workflow Process Workflow SubProcess Retry Activities v/s Progress Order Workflow A Flow is what the application starts for an order or line. In other words. If such an activity fails due to an expected error. which means that you cannot start a flow using it. A workflow process is made of workflow activities and/or workflow sub-processes.g. ‘Invoice Interface – Eligible’). the workflow goes to the eligible state and the user can manually select the ‘Progress Order’ action after taking corrective steps. ‘Progress Order’ applies to activities in the eligible state whereas ‘Retry Activities in Error’ refers to activities that are in an error state. A Workflow sub-process is made of workflow activities and/or more workflow subprocesses. A workflow sub-process is not “runnable”. A workflow process should be runnable as defined in the workflow builder. A flow starts using a specific “workflow process”. The existing Order Management workflow processes contain ‘eligible’ states for most activities (e. ‘Schedule – Eligible’.

32 - .Oracle Order Management – Exception Management APPENDIX Appendix 1: Oracle Order Management – Exception Management .

Oracle Corporation does not provide any warranties covering and specifically disclaims any liability in connection with this document.oracle.7200 Web: www. Worldwide Inquiries: Phone: +1.Oracle Order Management – Exception Management Oracle Order Managment – Exception Management August 2004 Author: Alok K Singh Oracle Corporation World Headquarters 500 Oracle Parkway Redwood Shores.33 - . Copyright © Oracle Corporation 2000 All Rights Reserved Oracle Order Management – Exception Management .650.650. All other names may be trademarks of their respective owners.506. and Oracle Order Management (are) a trademark(s) or registered trademark(s) of Oracle corporation.com This document is provided for informational purposes only and the information herein is subject to change without notice. Oracle is a registered trademark. CA 94065 U. Please report any errors herein to Oracle Corporation.506.7000 Fax: +1.S.A.

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