Exception Mgmt in OM

Oracle Order Management Exception Management

Oracle Order Management - Exception Management An Oracle White Paper August 2004


Oracle Order Management Exception Management - 1 -


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



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 reports 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




INTRODUCTION With Exception Management feature, you can view and take action on the errors occurring in a particular workflow (WF) activity. You can use Sales Orders, Order Organizer, Quick Sales Orders and the Quick Order Organizer for this feature. You can view the errors related to the Order header or Order Line by using the new action View Open Messages, available from both the right mouse click and Action button. You can open the Message window and check the status of the Message for that order header/line. You can take action on these messages and close them. After taking the action for the messages, 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.

SCOPE This document provides you with details of the major features, the setup required and the dataflow diagram. Later sections provide troubleshooting steps.

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. These messages are contextual; meaning if you are on a particular order line View Open Messages will show the open messages for that line only. 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.

Message Status to keep track of the actions You can change the message status to Closed from Open after resolving the issue. This way you can keep track of the issues pending to resolve. You can add new custom statuses. The Exception Management framework treats additional statuses same as an Open status message. You can use the message status to restrict the purging of the messages, while using the Message Purge concurrent program.

Ability to Retry WF activity from the Window



After correction of the issues recorded in the Message Framework, you can Retry the WF activity. Retry is also available in Sales Orders window/Organizer and Quick Sales Orders window/Organizer. Retry action closes all the previous open messages for the activity. This is a protected function, please contact you system administrator for access.

Enhanced WF notification You can see the following functional information related to a sales order in WF notification..

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. You will also have the link to the Transaction Detail of the Order Information Portal.

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. Oracle Support/Development require this during the bug resolution process. You can find the request number for this report both in the Message window and in WF notification.

SETUP REQUIREMENTS You should be on release 11.5.9 of the application or OM family Pack I. Apply Patch 3731146 to obtain Exception Management functionality. You should get the privilege to access Retry Activities in Error. Contact your system administrator

for the privilege.

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. The system administrator should set it at the site level. It has two settings. 1. No: Means, No Automatic generation of the Diagnostic report. 2. Yes: Means, Automatic generation of the Diagnostic report. Default value is No.

OM: Show Process Messages Flag



This existing OM Profile Option OM: Show Process Messages Flag is used to indicate if the system should display the Open Messag et the profile value to Yes, to umessage_exists_flag . The check indicates that at least one messageorder.

Exception Managemen Following diagram shows a simpissues. For an order or line withResolve the issues reported in thnotification. Repeat this process

Cool! Proceed Further.

Is WF activity in Error?

NO

YES

SIMPLE BUSINESS SCFlow #1: View Open MesYou can use the Sales Orders/Qheader or line.

1. Query the Order for which

2. Click the right mouse butto

3. Select View Open Messagassociated with that contextyou messages associated wiindicate that there is no me

Query an Existing Order

Oracle Order Management Exception Manage checkbox or not. Sed value of this fieldt Flow Diagram

le flow using the Exception Management functionality WF activity in error, use the Sales Orders window to ve messages. Retry the WF activity using the Sales Orde until the activity in error completes successfully.

Correct Erro(Functional/Errors)

View message from the Sales Orders window.

Retry ActivitSales Orderswindow or Wnotification.

ENARIOS sages (Context based) for an Order uick Sales Orders window to see the messages associa

you want to see the Open Messages.

n or Action button.

es. It will open the Messages window if there are open e.g. if you are on the Line tab and your cursor is at Linth that line only. If there is no message, in that case a nssage associated instead of Message window

Select View Open Messages

Go to Line Tab Mouse/Click Right Mouse or Action button

ement - 6 - se the indicator exists for the to resolve WF iew the messages. rs window or WF

rs System y from F ted with that order

messages e# 1, it will show

ote is shown to

Message window open Or No message associated info. should be displayed.


Figure 1: Open Message check box is checked



Figure 2: Right Click mouse and select View Open Messages



Figure 3: Message Window with an open message



Figure 3.1: Note to indicate no open message

Flow #2: Find Orders Using Message StatusYou can use the Sales Order Organizer/Quick Order Omessage status (open or closed).

1. Navigate to the Organizers Find window.

2. Select the message status for query.

3. Specify other query criteria (not providing other codepending upon the data in your system).

4. Click Find, this will bring all the orders with at leasstep 2.

5. You can review the messages and fix the issues.

Open Find window

Select message status for query

If you have added new codes for the message status, yofor Adding New Message Status for more details.

Oracle Order Management Exception Management - 10 - rganizer window to que

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Provide other query criteria. Press Find.

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It will bring orders with the selected message status.

too. Please check the flow


Figure 4: Select Open message status to query the orders with open messages



Figure 5:

Flow #You can

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2.

3.

4.

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Oracle OrdeOrders with open messages

3: Retry the WF A use the Sales Order/Q

Navigate to the Sales O

Select the Header or Li

Click the right mouse b

Select the Activity you

If activity completes suthe error messages. Yo

Open Sale Order/Quick Sales Order UI

r Management Exception Managctivity in Error Frouick Sales Order UI to R

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utton or Action button

want to try.

ccessfully you will get thu should fix those error

Click Right Mouse/ Action button

ement - 12 - m Window etry WF Activity in Er

to retry the activity.

. Select the Retry Activ

e message for the succes and repeat all these ste

Select the Retry Activities in Error option

ror.

ities in Error option.

ss otherwise, you will see ps.

Select the Activity to Retry


Figure 6: Use right mouse button and select Retry Activities in Error



Figure 7:

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4: Retry WF activity in Error from N use the WF notification to Retry Activity in Erer number, line number and shipment number

the WF administrator responsibility to Find No

ry the Open Notification for the order.

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ccessful retry will close the notification and codefault timeout information for notification).

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Open the notification

r Management Exception Management - 14 - otification ror. With this patch, no.

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Confirm the Order, Line and Shipment no.

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Use the Retry to complete the activity.


Figure 8: Select Workflow Administrator Web Applications Responsibility



Figure 9: Select Find Notification



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.



Figure 11: The query shows the notification.



Figure 12: View the transaction details in notification. Use the Retry button to retry the WF activity.



Figure 13: OMERROR WF.

Flow #5: Review the DiagYou can review the Diagnostics

1. Make sure that you have protherwise this report will no

2. Using Flow #1

a. Navigate to th

b. Find the mess

c. Use the reque

Open the Message window

Oracle Order Management Exception Managnostics: OM Order: OM Order Informatio

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Find the Concurrent Request ID

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Open the View -> Request window

information for the order.

r Activities set to Yes

quest ID.

est menu option.

Query the report using the request ID


Figure 13: Note to display the Diagnostics reports request ID. 3. Using Flow #4, you can obtain the request ID of the Diagnostics report.



Figure 14: Notification contains the request ID for the Diagnostics report.



Figure 15 Flow #You canbefore cManagem

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eviewed in this example).

Query ONT_MESSAGE_STATUS type

Save and close. Add new message Status

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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. However, you need to modify the custom activities to use OM Standard Error Process with Retry as the Error Process, to utilize the Order Management-specific error handling process comprising the notification and optional diagnostics generation. Details of each activity follow:

1. Initialize Error => This procedure checks to see if the error flow has the item attribute WF_ADMINISTRATOR and a value assigned to it. If it does, then it uses that value to send out a notification. If not then it uses the default value of SYSADMIN.

2. Set Entity Descriptor => Sets the values for the message attributes needed for the default notification.

3. Submit Concurrent Program => Submits Diagnostics: OM Order Information concurrent request

4. Update Process Messages => Adds the concurrent request ID to the message stack. 5. Check if Error Still Active => Check to see if Error is still active

6. Retry Error Activity => If the activity is still in error, it retries the activity.



Figure 17: OM ERROR flow. To modify the activity to use this error flow, then open the activity in the WF builder and put OMERROR as the Error Item Type. Save the workflow. The workflow that started after the changed WF is loaded will use this error flow.

Figure 18: Assigning OMERROR flow to an activity.

Flow #8: View Transaction Details from WF Notification You can use the WF notification to open OIP.

1. Query the Open Notification for the order (use Flow#4 to find the notification).

2. Click on Transaction Detail URL

3. It will open the OIP for the order.



Open WF notification

OIP opens for the Order.

Click on Transaction Detail URL

Figure 19: Notification contains the request ID for the Diagnostics report.



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.

Not able to find Diagnostics: OM Order Information for Order Using the Sales Orders window

Navigate to the order using Sales Orders window; use Flow #1 to query the messages. Find the message that provides the reports request ID. 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. This means the

order line does have any associated message, makes sure that you are on the right line.



Change the context to open the message window.

Not able to see the option for Retry Activities in Error Please contact you system administrator to get the access to the function. It comes disabled with the

patch. The system administrator should enable this function, which is part of the ONT_SALES_ORDER menu.

Not able to access OMERROR WF for the Flow in Error Make sure that the flow is using the OMERROR as Error Item Type. The seeded order header and

line flows started before this patch will not use OMERROR flow in case activity goes into error. However, you will still be able to use View Open Messages and Retry Activities in Error function for the flows started before this patch.

All the seeded flows started after the patch will use OMERROR flow, but for custom flow, you need to complete the step mentioned in Flow#7 to enable this.



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. If you do not provide any value for message status parameter, it will purge all the message statuses.

Performance Issues



CONCLUSION The Oracle Order Management Exception Management feature provides context based message handling and WF retry capability. Using this feature, you can query, review and take action to resolve the error associated with the order header and line. You can retry the error activity from window and notification after the correction of the errors. The ability to automatically launch the Diagnostics: OM Order Information report; 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.



DEFINITIONS

WF Workflow

Flow A Flow is what the application starts for an order or line. A flow starts using a specific workflow process.

Workflow Process A workflow process is made of workflow activities and/or workflow sub-processes. A workflow process should be runnable as defined in the workflow builder.

Workflow Sub-Process

A Workflow sub-process is made of workflow activities and/or more workflow sub-processes. A workflow sub-process is not runnable, which means that you cannot start a flow using it.

Retry Activities v/s Progress Order

The Retry Activities in Error action is different from the existing Progress Order action. The existing Order Management workflow processes contain eligible states for most activities (e.g. Schedule Eligible, Invoice Interface Eligible). If such an activity fails due to an expected error, the workflow goes to the eligible state and the user can manually select the Progress Order action after taking corrective steps. However, 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. In other words, Progress Order applies to activities in the eligible state whereas Retry Activities in Error refers to activities that are in an error state.



APPENDIX Appendix 1:



Oracle Order Managment Exception Management August 2004 Author: Alok K Singh Oracle Corporation World Headquarters 500 Oracle Parkway Redwood Shores, CA 94065 U.S.A. Worldwide Inquiries: Phone: +1.650.506.70 0 0Fax: +1.650.506.7200 Web: www.oracle.com This document is provided for informational purpose sonly and the information herein is subject to change without notice. Please report any errors herein to Oracle Corporation. Oracle Corporation does not provide any warranties covering and specifically disclaims any liability in connection with this document. Oracle is a registered trademark, and Oracle Order Managemen (are) a ttrademark(s) or registered trademark(s) of Oracle corporation. All other names may be trademarks of heir respective owners. tCopyright Oracle C rporation 2000 oAll Rights Reserved


Oracle Order Management Exception ManagementFlow #1: View Open Messages (Context based) for an OrderFlow #2: Find Orders Using Message StatusFlow #3: Retry the WF Activity in Error From WindowFlow #4: Retry WF activity in Error from NotificationFlow #5: Review the Diagnostics: OM Order InformationFlow #6: Adding New Message StatusesFlow #7: Adding the OMERROR Flow to the Customized ActivityFlow #8: View Transaction Details from WF NotificationDiagnostics: OM Order Information is not generatedNot able to find Diagnostics: OM Order Information for OrderNot able to open the message windowNot able to see the option for Retry Activities in ErrorNot able to access OMERROR WF for the Flow in ErrorAppendix 1:

Exception Mgmt in OM

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